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.
Maintain accurate customer and service records in Salesforce and Oracle.
Resolve customer issues by identifying root causes, proposing solutions, and following up through to resolution.
Support Cochlear Care Vehicle (CCV) activities by providing on‑site service and customer support when required.
Order Processing & Invoicing
Receive, process, 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.
Device Check, Clean & Troubleshooting
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.
Ensure service tools, equipment, and parts storage areas are maintained to required standards.
Loaner Pool Management
Manage the loaner device pool, ensuring accurate tracking, availability, and timely returns.
Coordinate with logistics teams on loaner allocation and recovery.
Maintain accurate loaner records in company systems.
Upgrade Consultation & Customer Engagement
Conduct outbound calls to targeted recipients to increase upgrade awareness and engagement.
Provide basic upgrade consultations, including product overviews, eligibility, and reimbursement guidance.
Clearly communicate upgrade campaigns and promotions.
Participate in upgrade events, campaigns, and regional activities.
Coordinate with internal teams to ensure a smooth customer journey from consultation to upgrade completion.
Individual Contribution & Ways of Working
Actively contribute to quality procedure implementation and continuous improvement initiatives.
Demonstrate a strong commitment to workplace health and safety through participation in Cochlear WHS and injury management practices.
Work collaboratively with cross‑functional teams in Korea to support overall business objectives.
Take ownership of performance, feedback, and personal development to support individual and team success.
About You
As we grow our operations, we are looking for people who share our passion for delivering quality hearing solutions to our customers. To add value to Cochlear in this role, you'll be able to demonstrate the following skills and experience:
Required Skills & Experience
Experience in customer service or customer relationship management in a customer‑facing role.
Proven ability to manage multiple tasks and priorities effectively.
Strong 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.
Desirable Experience
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.
If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the apply button below.
#CochlearCareers
How we recognise your contribution
At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.
For more information about Life at Cochlear, visit www.cochlearcareers.com