Technical Consumer Experience Center (CXC) Specialist - Sennheiser

Sonova
United Kingdom
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Problem-solving","Attention to detail","Collaboration","Ownership"]

Support consumers across the EMEA region for Sennheiser Consumer Hearing products by providing expert technical troubleshooting, answering product questions, and resolving complex escalated cases. Own inquiries from first contact through to resolution, including warranty, service, and repairs. Conduct root-cause analysis to improve processes and consumer experience, while collaborating with Product Management, Logistics, Repair Services, E-Commerce, Finance, and Supply Chain teams.

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FursaFursa
Sonova
Sonova
2 days ago

Technical Consumer Experience Center (CXC) Specialist - Sennheiser

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Support consumers across the EMEA region for Sennheiser Consumer Hearing products by providing expert technical troubleshooting, answering product questions, and resolving complex escalated cases. Own inquiries from first contact through to resolution, including warranty, service, and repairs. Conduct root-cause analysis to improve processes and consumer experience, while collaborating with Product Management, Logistics, Repair Services, E-Commerce, Finance, and Supply Chain teams.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Provide expert technical support to consumers and troubleshoot technical issues.
  • •Support consumers across the journey—from product selection and purchase through technical support, service, repairs, and warranty resolution.
  • •Handle complex and escalated consumer inquiries with ownership from initial contact through to resolution.
  • •Perform root cause analysis and identify opportunities to improve processes and the consumer experience.
  • •Collaborate closely with Product Management, Logistics, Repair Services, E-Commerce, Finance, and Supply Chain teams.

Key Requirements

  • •Experience in technical support, customer service, consumer experience, or a similar consumer-facing role, ideally in consumer electronics or technology products.
  • •Strong technical troubleshooting and problem-solving skills to diagnose and resolve complex issues.
  • •Excellent written and verbal communication skills to explain technical concepts clearly to consumers.
  • •Strong attention to detail for accurately assessing and managing consumer cases.
  • •Experience taking ownership of consumer cases using ticketing or CRM systems from initial contact to resolution.
Experience:Consumer electronicsTechnology products
Skills:CommunicationProblem-solvingAttention to detailCollaborationOwnership
Languages:EnglishFrench

Company Brief

Sonova
Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.
Industry: Medical Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stäfa, Switzerland
Founded: 1947
Website