Client Systems Technical Support Supervisor

The Client Systems Technical Supervisor leads the day-to-day performance and development of Client Systems Support team, ensuring the delivery of exceptional client experiences across all support channels. Acting as a key escalation point and team coach, the Supervisor supports technical troubleshooting while also driving consistency, quality, and process improvements. This role partners closely with the External User Support Manager to align operational execution with departmental goals and strategic initiatives.

*You must be able to work on site in our Somerset, NJ office on Tuesday and Thursday.

*It is reqired that you have strong experience managing a team that directly reports to you.

• Fulfills all duties of the Client System Specialists role as needed.
• Supervise and mentor a team of 6 Client Systems Specialists, ensuring the delivery of timely, accurate, and professional technical support.
• Assists External User Support with workload distribution, scheduling and team coordination.
• Act as a primary escalation point for complex technical issues, ensuring prompt investigation, resolution and follow-up.
• Ensure optimal coverage for incoming calls and other support channels.
• Identify and report trends, recurring issues, training gaps, and system concerns to the External User Support Manager.
• Support customers and internal staff on Demant connectivity devices and 3rd party devices. (Training will be provided on Demant specific devices and systems).
• Contributes to the creation and improvement of training materials, knowledge articles, and internal documentation.
• Promotes the building and development of an effective and high-performance team.
• Escalate unresolved or high-impact issues to leadership as needed.
• May perform miscellaneous tasks/projects as directed by manager.

• Bachelor's degree in Computer Information Systems preferred - or a different degree combined with relevant technical support or supervisory experience.
• Minimum 2 years of experience in a supervisory or team lead role, with demonstrated experience in coaching, mentoring, and developing team members.
• Strong technical proficiency in software systems, hardware integration, and remote troubleshooting.
• Excellent communication (verbal and written), organizational, and problem-solving skills.
• Ability to translate technical concepts into clear, actionable guidance for both clients and team members.
• Demonstrated ability to perform effectively under pressure and manage multiple priorities in a fast-paced environment.
• Proficient in working with Microsoft Outlook, Word, Excel and working knowledge with CRM Systems (Salesforce). Microsoft Dynamics 360 a plus.
• Strong attention to detail and follow up skills.
• Demonstrated commitment to customer satisfaction and continuous improvement.
• Flexible and adaptable to evolving business needs and technologies.

What we have to offer:

Medical, dental, prescription, and vision benefits

24/7 virtual medical care

Employee Assistance Program for you and your family

401(k) with company match

Company-paid life insurance

Supplemental insurance for yourself, your spouse/partner, and your children

Short-term and long-term disability insurance

Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care

Pet Insurance

Commuter accounts

Oticon Inc. 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.

The pay range for this position is expected to be between $72,100 to $103,000 per year; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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