Senior Manager, Technical and Software Support Resume Example

Lead team of four Product Managers, successfully launched Phonak products on-time for all launches from November 2008 to February 2012, including accelerated launches and added off-cycle launches with the focus to exceed revenue goals.

Additional responsibilities: Approving authority for Product Requirement Documents, PSG preparation including analysis of portfolio gaps and revenue opportunities with recommendations, Focus Group participant, Product Manager -Fitting software, Edited Insight papers and reviewed B2B and B2C materials, Collaborated in creation of customer training materials including for regional trainings, on-line trainings, customer in-office trainings,

Created customer-facing messaging for product-related challenges including product failures/supply issues, etc., participated in Sales Meetings, Monitored product failures and strategized for mitigation/solutions with HQ.

• Lead team of Product Managers, successfully launched Phonak products on-time for all launches from November 2008 to present, including accelerated launches, with the focus to exceed revenue goals.
• Additional responsibilities: Approving authority for Product Requirement Documents, PSG preparation including analysis of portfolio gaps and revenue opportunities with recommendations, Focus Group participant, Product Manager -Fitting software, Edit Insight papers and review B2B and B2C materials, Collaborate in creation of customer training materials including for regional trainings, on-line trainings, customer in-office trainings.
• Create customer-facing messaging for product-related challenges including product failures/supply issues, etc.
• participate in Sales Meetings, Monitor product failures and strategize for mitigation/solutions with HQ.

• Executed Business Class product launches on time including Eleva, microPower, Audéo, Naída, Versata, Certena, and the associated fitting software.
• Developed marketing plans, marketing strategies, implemented pricing, monitored sales and addressed product quality issues to mitigate or pursue successful solutions.
• Developed additional training materials and executed on training for products to internal staff and external customers including technical training, Product Launch kick-offs,.
• Presentations - 11th Annual Mid-Atlantic Hearing Expo - "microStyle Generation - Your Clients Might Not Be Invisible But Their Hearing Systems Can Be" Gettysburg, PA, March 2007.

• Midwest Customer Response Team Lead and technical phone support to Phonak accounts.
• Responsibilities included technical phone support for hearing instrument and FM fittings, monitoring and maintaining all aspects of Midwest Accounts, outside Sales and Training support, and supervision of seven internal Customer Service employees.
• Additional contributions include co-responsibility for refining the Phonak Employee Hearing Instrument Benefit Program and facilitating its implementation.
• Presentations - Proposed, developed and presented a breakout session on "Counseling High End Digital Hearing Instruments" during multiple Open Houses.

• Clinical and Dispensing Audiologist - diagnostic testing, hearing aid and assistive listening device selection and dispensing to clients of all ages with communication disorders associated with hearing loss.
• Testing experience included conventional, conditioned and behavioral audiometry, impedance, otoacoustic emissions, auditory brainstem response, videonystagmograpyhy, and Balance Master System.
• Experience with hearing instruments included all styles of hearing instruments, including conventional analog, programmable and digital technologies, with special considerations in fitting and managing pediatric client cases.
• Additional responsibilities: analysis of departmental statistics for sales, returns, and strategies for improvement; supervision of CFY and junior audiologists; maintenance of fee schedules and billing programs; soliciting and negotiating contracts for services with insurance companies; community speaking engagements; coordinating the launch of The Center for Balance Disorders (vestibular assessment and rehabilitation) within Hearing Health Center including development of protocols for services, billing procedures, tracking of reimbursement, training staff and as liaison with the physical therapy provider; and development and maintenance of HIPPA program compliance.
• WIDEX PEDIATRIC HEARING AID ASSISTANCE PROGRAM (2002-2005 data collection completion date).
• One of five pilot sites in a research project measuring the long-term benefits of digital amplification for pediatric wearers.
• Hearing Health Center was the only private practice setting selected to participate, all other sites were university/educational programs.
• Responsibilities include data collection and management over the three year study commitment, including audiologic evaluations, coordination of speech and language assessments, fitting, and verification of fitting.
• TRAINER, PEDIATRIC ISSUES IN HEARING AID DISPENSING, WIDEX CORP.
• Fall, 2000) Presented a full day training class to audiologists, speech pathologists, and other professionals on Widex digital technology as is applies to pediatric patients.
• Topics included information on Widex signal processing strategy and its benefits, fitting strategies and philosophies for pediatric patients, validation and verification methods.

• Clinical Audiologist - participated as sole audiologist in a multidisciplinary team responsible for the care of children with craniofacial anomalies ages 0-21 years.
• Specific responsibilities included diagnostic testing, hearing aid selections and conformity checks.
• Additional responsibilities - development of Xomed Audient Implantable Bone Conduction Device program, coordination of otologic care and Quality Assurance Program.

• Clinical and Dispensing Audiologist - provided diagnostic testing, hearing aid dispensing and aural rehabilitation services to patients of all ages with medical and communication disorders associated with hearing loss.
• Additional responsibilities - development and rollout of hearing aid dispensary program and neonatal hearing screenings.

• Dispensing Audiologist - provided selection, dispensing and follow-up care to clients of all ages using hearing instruments.
• Additional responsibilities - management of wholesale hearing aid sales program, and supervision of CFY audiologists and graduate school clinicians.