Customer Service & Technical Support Manager

Job DescriptionJob DescriptionDescription:

About Us:

As a worldwide fitness, wellness, and health leader built on family values, Johnson Health Tech serves people who want to live better lives with products that provide superior experiences—in the club, the home, and beyond. Our success is powered by innovation driven by cross-cultural collaboration, thoughtful design, uncompromising quality, and an ironclad commitment to being the very best global .

At Johnson Fitness & Wellness, the nation’s largest specialty fitness dealer, we’re building teams that reflect those values. That’s where you come in.

The Opportunity:

We’re seeking an experienced Customer Service & Technical Support Manager to elevate the service experience across our business. Reporting directly to the President of US Retail, this high-impact role will lead a team of 10+ professionals and supervisors while partnering closely with field service providers and cross-functional leaders. Your leadership will shape the way customers—dealers, consumers, and commercial partners—experience Johnson.

What You’ll Do:

· Lead, coach, and grow a team of 10+ staff and supervisors, creating a culture of accountability, collaboration, and service excellence.

· Manage daily call center operations and coordinate with field service providers to ensure seamless support.

· Build workflows and procedures that improve efficiency, effectiveness, and customer satisfaction.

· Champion a best-in-class support experience across phone, email, and chat.

· Use data and reporting to analyze KPIs, spot trends, and propose solutions to tactical and strategic challenges.

· Partner with internal teams to resolve issues, reduce field concerns, and continuously improve the customer journey.

Requirements:

What We’re Looking For:

· 7+ years of progressive call center management experience, with at least 5 years leading people directly.

· Strong background in technical support leadership and process improvement.

· Proven success in building and motivating high-performing teams.

· Mechanical/troubleshooting skills (fitness equipment experience a plus).

· Strong communicator and collaborator with a track record of operational impact.

· CRM expertise and workflow management skills.

· Bachelor’s degree or equivalent experience.

What’s In It for You:

We know that taking care of our customers starts with taking care of our people. You’ll find an environment that values growth, collaboration, and well-being—plus competitive benefits, including:

· Health & Dental Insurance

· Company-paid Life Insurance

· 401(k) with company match

· Generous Paid Time Off

· Employee product discounts

· Wellness programs

Why You’ll Love It Here:

This isn’t just about managing a team—it’s about defining the customer experience for a global leader in fitness and wellness. If you’re energized by leading people, solving problems, and building processes that stand out, we’d love to hear from you.

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