About Cochlear

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 life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industry’s best clinical, research and support networks. That’s why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience life’s opportunities.

Cochlear’s Asia Growth Markets (AGM) headquartered in Singapore, the AGM region incorporates countries within South and South-East Asia, including Singapore, Indonesia, Malaysia, Thailand, Vietnam, Philippines, Pakistan, and Sri Lanka. AGM currently uses both direct and distributor business models. We are a relatively young region, with ambitious but achievable growth targets.

Job Overview & Purpose

The Clinical Technical Support Specialist role is responsible for ensuring clinical excellence in everyday cochlear implant management and clinical operations across AGM countries, primarily in Pakistan and Sri Lanka.

This role conducts comprehensive training sessions for distributor teams, ensuring strict adherence to established clinical and technical protocols, offering both clinical and technical support throughout the implant lifecycle—from candidacy evaluation through post-operative care. It is tasked with remotely providing support and troubleshooting clinical issues, managing escalated clinical and technical concerns, and supporting integrity tests. In addition, the role support country teams in complaints processes and collaborates with clinical leadership to continuously update and implement training materials and clinical protocols.

This is a remote position with the requirement to travel for on-site training sessions and direct distributor engagements regularly. Frequent travel to AGM Countries is required.

Key Responsibilities:

Clinical & Technical Support:

• Provide clinical support for cochlear implant management, including candidacy evaluations, surgical preparation, and post-operative care.
• Troubleshoot clinical technical issues remotely, guiding distributors through problem resolution.
• Assist with complaints management by accurately documenting issues and contributing to root cause analyses.
• Serve as the primary contact for handling escalated clinical issues, ensuring timely and effective resolution.
• Coordinate with the customer services team to maintain consistency and excellence in service delivery.
• Support integrity testing processes.

Training & Education:

• Deliver regular training sessions to distributor audiologists/mapping clinicians, ensuring they are well-versed in both the clinical aspects of cochlear implants and Cochlear’s product portfolio.
• Work with the AGM Clinical Affairs Manager and APAC Clinical to develop and update training materials and protocols to support distributor education.

Minimum Key Incumbent Requirements

• Proven experience in clinical technical support and troubleshooting within the cochlear implant or related healthcare field is an asset.
• Solid understanding of cochlear implant technology and clinical protocols—from initial candidacy assessments to post-operative support.
• Familiarity with troubleshooting clinical equipment and implant-related software.
• Strong ability to meet tight timelines and manage high-demand situations effectively.
• Advanced analytical skills with keen attention to detail, along with excellent problem-solving and case management abilities.
• Ability to follow established protocols and enforce requirements effectively.
• Excellent communication skills, with the ability to explain complex technical information clearly and concisely.
• Demonstrated problem-solving capabilities and a proactive approach to addressing challenges.
• Familiarity with Cochlear’s implant portfolio is a bonus.
• Candidates must have no travel restrictions to Asia Growth Market countries (including Pakistan and Sri Lanka)

Education

• Bachelor of Audiology

Languages

• English - Fluent (Required)

• Urdu - Fluent (Preferred)

How we recognise your contribution

We want Cochlear to be a place where our people enjoy coming to work. Through our internal programs and employee benefits we aim to create an environment where our people will feel valued 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.

How to apply.

If you are excited about what you have read and would like to be considered for this role then please submit your resume and a covering letter detailing your suitability for this role.

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. We offer flexible working arrangements, and we understand flexibility is not the same for everyone. We're open to a conversation about what flexibility means for you.