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Client Systems Supervisor in Franklin Township, NJ at William Demant Group

Date Posted: 3/7/2018

Job Snapshot

Job Description

  • To provide HELP DESK support to Oticon and Oticon Medical customers on Oticon and HIMSA computer hardware and software.
  • Support for all Connectivity devices associated with Oticon hearing aids
  • To ensure that Client Systems staff have the necessary knowledge and skills to perform their job.
  • Supervise Client System staff ensuring optimal staffing. Provide ongoing training, direction, coaching and feedback to develop peak performance.
  • To liaise with Oticon A/S support staffing on new software release, technical support issue and software updates.


  • Due to nature and scope of this position a successful candidate should be able to complete all responsibilities and duties highlighted within the ‘Client System Support Specialist Position’

    Responsibilities includes the following. Other duties may be assigned.

    • Client System Support responsibilities:
      • Support customers and internal staff in all software computers related activities:
      • NOAH, Genie/Genie2 and other Oticon software products as needed.
      • Support customer and internal staff on all Oticon Connectivity devices and external devices as it relates to the connectivity to Oticon hearing aids
      • Support all fitting device including but not limited to: NoahLink, nEARcom, ExpressLink, HiPro and FittingLink.
      • Troubleshoot hardware/software problems, inputting pertinent calls into CRM as cases and logs QDR to DK as required.
      • Collects and relays software information, technical problems and suggestions for improvement to Oticon A/S and Oticon Managers.
      • Manages incident escalations, crisis calls, and monitors question ensuring appropriate responsiveness to HELP desk requests. 

  • Supervisor responsibilities will include.
  • Regularly evaluates staff’s calls by performing call recording evaluations for the purposes of training and coaching staff to ensure customer satisfaction. Assign additional projects as necessary to enhance the skills of team members 
  • Monthly reporting on department performance including call volume and go 2 assist performances.
  • Ensures the updating and maintenance of the Client Systems Support website
  • Coordinates efforts with other departments as requested.
  • Maintain liaison with Oticon A/S and other Oticon sister companies to keep abreast of software development, support materials, and new enhancements of Help Desk operations.
  • Coordinates FAQs and training for software and hardware devices as needed with internal Oticon staff including Bluetooth products and troubleshooting techniques.
  • Reviews and edits technical documents with product managers.
  • Works closely with Quality Assurance department in testing returned products.
  • Handle escalated/sensitive calls for department to smooth over Oticon/end user and Oticon/Customer relationships
  • Attend or assigns staff for customer visits, conventions, seminar and sales meetings as required providing support and assistance on fitting software and systems.

May perform miscellaneous tasks/projects as directed by manager.


To perform this job successfully, an individual must be able to perform each duty satisfactorily.

The requirements listed below are representation the knowledge, skill, and/or ability required. Reasonable accommodations may be made in order to enable individuals with disabilities to perform the essential functions.

Knowledge and experience required:

  • Technical degree required. Bachelor’s degree in Computer Information Systems or equivalent preferred.
  • A minimum of 5 years’ experience in helpdesk environment with accompanying technical skills required. Experience managing others in a helpdesk environment preferred.
  • Proficiency in all windows operating systems
  • Advanced skills and knowledge of the Microsoft Office suite of products
  • Excellent customer service, communication and trouble shooting skills
  • Ability to manage others effectively
  • Strong organization and project management skills
  • Ability to work in and adjust to a fast paced, changing work environment
  • The ability to effectively communicate with clients and staff in both a written and oral fashion required.

The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.