Life At Cochlear
hearing solutions
ServiceTechnician
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Service Technician at Life At Cochlear. Skills: customer service, customer relationship management, problem-solving, communication. Deliver a positive and professional experience for customers visiting the Customer Service Centre. Support walk‑in customers with reception duties, appointment scheduling, device checks, basic troubleshooting, accessory sales, direct exchanges, and collection of parts or upgrades”
What You'll Achieve.
deliver a professional, welcoming, and high-quality on‑site experience; ensure seamless service delivery; building trusted, long-term customer relationships; support overall business objectives; support individual and team success
Industry & Context.
problem‑solving skills; identifying root causes; proposing solutions; following up through to resolution
What They're Looking For.
Must Have
Experience in customer service or customer relationship management in a customer‑facing role, Proven ability to manage multiple tasks and priorities effectively, problem‑solving skills with excellent attention to detail, Ability to work independently and collaboratively with a proactive, flexible mindset, Excellent verbal, written, and interpersonal communication skills, Comfortable conducting upgrade consultations and outbound customer calls, Good English communication skills
Nice to Have
Experience in the medical device, healthcare, or life sciences industry, Experience using CRM or ERP systems such as Salesforce or Oracle, Exposure to product upgrades, warranty support, or service operations
What You'll Do.
Deliver a positive and professional experience for customers visiting the Customer Service Centre
Support walk‑in customers with reception duties
appointment scheduling
basic troubleshooting
and collection of parts or upgrades
Handle warranty replacement and exchange requests
including system processing and customer status updates
Respond to enquiries related to repairs
and service procedures
Maintain accurate customer and service records in Salesforce and Oracle
Resolve customer issues by identifying root causes
and following up through to resolution
Support Cochlear Care Vehicle (CCV) activities by providing on‑site service and customer support when required
and manage orders for accessories and direct exchanges
Liaise with customers regarding special service or replacement requests
Process Return Material Authorisations (RMAs) in a timely manner
Maintain accurate system data and generate reports as needed
Perform device check and clean services in line with work instructions and procedures
Diagnose returned devices using established processes and FIFO principles
Manage replacement devices and support processor exchange activities
and parts storage areas are maintained to required standards
Manage the loaner device pool
ensuring accurate tracking
Coordinate with logistics teams on loaner allocation and recovery
Maintain accurate loaner records in company systems
Conduct outbound calls to targeted recipients to increase upgrade awareness and engagement
Provide basic upgrade consultations
including product overviews
and reimbursement guidance
Clearly communicate upgrade campaigns and promotions
Participate in upgrade events
and regional activities
Coordinate with internal teams to ensure a smooth customer journey from consultation to upgrade completion
How You'll Work.
Team & Collaboration
Work collaboratively with cross‑functional teams in Korea to support overall business objectives
Communication Scope
Excellent verbal, written, and interpersonal communication skills; Good English communication skills
Full Job Description
## **Please submit your application as soon as possible, as we reserve the right to close this advertisement at any time.** Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing. **About the Role** At Cochlear, we help people hear and be heard. As a **Service Technician – Customer Service Centre** , you will be the face of Cochlear for customers visiting our service centre, delivering a professional, welcoming, and high-quality on‑site experience. This role supports **walk‑in customers** with reception services, basic device checks and troubleshooting, accessory sales, warranty and replacement processing, loaner device management, and upgrade education. You will work closely with internal teams to ensure seamless service delivery while building trusted, long-term customer relationships. **Key Responsibilities** **Customer Service Operations (Walk‑in Customers)** * Deliver a positive and professional experience for customers visiting the Customer Service Centre. * Support walk‑in customers with reception duties, appointment scheduling, device checks, basic troubleshooting, accessory sales, direct exchanges, and collection of parts or upgrades. * Handle warranty replacement and exchange requests, including system processing and customer status updates. * Respond to enquiries related to repairs, warranty, replacements, and service procedures. * Maintain accurate customer and service records in **Salesforce and Oracle**.
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