About this role
About the Role Global Technical Service Manager will shape and optimize Sonova’s global technical service, repair, and refurbishment operations for the Consumer Hearing business. This role sits at the intersection of Operations, Engineering, Quality, Procurement, and external partners to drive service excellence across the product lifecycle, from introduction to repair and refurbishment, with a strong focus on the Circular Economy and 3R (Repair, Refurbish, Replace) strategies. What You'll Do
- Drive and optimize global repair, refurbishment, and technical service operations across EMEA, AMER, and APAC
- Own and manage the global technical service operational budget and support vendor pricing and procurement activities with key global partners
- Lead Sonova’s Circular Economy & 3R Strategy by improving refurbishment yields and reducing Beyond Economical Repair (BER) scrap rates
- Oversee and enforce Service Level Agreements (SLAs), turnaround times (TAT), repair yields, and operational KPIs across global external service partners
- Collaborate closely with R&D, Engineering, and Quality teams to improve serviceability during product development and lifecycle management
- Lead technical problem-solving activities including defect analysis, CAPA support, and process improvement initiatives
- Develop and implement standardized repair processes, SOPs, technical documentation, and global technical training programs What We're Looking For
- Bachelor’s degree in Electrical Engineering, Electronics Engineering, Audio Engineering, or a related technical field
- Several years of experience in technical service, repair operations, after-sales support, or product service management within hardware or consumer electronics environments
- Strong understanding of repair, refurbishment, reverse logistics, and service operations processes
- Experience managing global service partners, vendors, and operational performance in an international environment
- Knowledge of quality standards, CAPA, root cause analysis, and continuous improvement methodologies
- Strong commercial and operational mindset with experience managing budgets, KPIs, and vendor relationships
- Excellent stakeholder management and communication skills with the ability to collaborate across functions and regions
- Fluent English skills, both written and spoken Compensation & Benefits We offer a flexible hybrid working model, opportunities for training and professional development, and clear growth opportunities with individual development plans. As a global leader in hearing care, Sonova is headquartered in Switzerland and committed to an inclusive culture. The role provides exposure to a worldwide network of operations, R&D, and external service partners, enabling you to contribute to delivering exceptional customer experiences worldwide.