Clinical Technical Support Specialist

The Clinical Technical Support Specialist role is responsible for ensuring clinical excellence in everyday cochlear implant management and clinical operations across AGM countries, primarily in Pakistan and Sri Lanka. This role conducts comprehensive training sessions for distributor teams, ensuring strict adherence to established clinical and technical protocols, offering both clinical and technical support throughout the implant lifecycle—from candidacy evaluation through post-operative care. It is tasked with remotely providing support and troubleshooting clinical issues, managing escalated clinical and technical concerns, and supporting integrity tests. In addition, the role support country teams in complaints processes and collaborates with clinical leadership to continuously update and implement training materials and clinical protocols.

This is a remote position with the requirement to travel for on-site training sessions and direct distributor engagements regularly preferably based out of Thailand.

Accountabilities 

Accountability 1 

Key Responsibilities:

Clinical & Technical Support:

• Provide clinical support for cochlear implant management, including candidacy evaluations, surgical preparation, and post-operative care.
• Troubleshoot clinical technical issues remotely, guiding distributors through problem resolution.
• Assist with complaints management by accurately documenting issues and contributing to root cause analyses.
• Serve as the primary contact for handling escalated clinical issues, ensuring timely and effective resolution.
• Coordinate with the customer services team to maintain consistency and excellence in service delivery.
• Support integrity testing processes.

• Deliver regular training sessions to distributor audiologists/mapping clinicians, ensuring they are well-versed in both the clinical aspects of cochlear implants and Cochlear’s product portfolio.
• Work with the AGM Clinical Affairs Manager and APAC Clinical to develop and update training materials and protocols to support distributor education.

Team Job 

Individual contributor: 

• Work safely, complying with all safety procedures, rules, and instructions; and reporting workplace hazards, incidents, or injuries to manager. 

Minimum Key Incumbent Requirements 

Required Skills

• Proven experience in clinical technical support and troubleshooting within the cochlear implant or related healthcare field is an asset.

• Solid understanding of cochlear implant technology and clinical protocols—from initial candidacy assessments to post-operative support.

• Familiarity with troubleshooting clinical equipment and implant-related software.

• Strong ability to meet tight timelines and manage high-demand situations effectively.

• Advanced analytical skills with keen attention to detail, along with excellent problem-solving and case management abilities.

• Ability to follow established protocols and enforce requirements effectively.

  Excellent communication skills, with the ability to explain complex

• technical information clearly and concisely.

• Demonstrated problem-solving capabilities and a proactive approach to addressing challenges.

• Familiarity with Cochlear’s implant portfolio is a bonus.

• Candidates must have no travel restrictions to Asia Growth Market countries (including Pakistan and Sri Lanka)

Education

• Bachelor of Audiology or above

 Languages

• English - Fluent (Required)
• Urdu - Fluent (Preferred)

Work Experience

3 years hands-on experience managing cochlear implant patients preferred.

Previous experience in customer support or technical support roles is a bonus.