Customer Technical Support Supervisor

Johnson Health Tech Companies•Cottage Grove, WI

About The Position

Johnson Health Tech is one of the world’s largest and fastest-growing fitness equipment manufacturers, delivering innovative solutions that help people live healthier lives. Through our award-winning portfolio of commercial and residential brands, we serve customers in more than 60 countries worldwide. Mission Statement : To delight and excite our customers through truly innovative products, unsurpassed quality, and best-in-class customer experience provided by a world-class organization. Position Overview We're looking for a customer-focused leader who is passionate about coaching people, improving processes, and delivering outstanding technical support experiences. As our Customer Technical Support Supervisor, you'll lead a team of technical support professionals serving primarily residential customers, helping them resolve issues, build confidence in our products, and create exceptional customer experiences. This is an opportunity to make a meaningful impact by developing talent, driving performance, and influencing the future of our Customer Technical Support organization.

Requirements

Bachelor's degree or equivalent combination of education and experience
2+ years of customer technical support experience in a call center or support center environment
Proven experience leading, coaching, and developing employees
Strong communication, organizational, and problem-solving skills
Proficiency in Microsoft Office applications, including Excel and Word

Nice To Haves

Experience with CRM platforms, SAP, and workforce management systems
Previous Johnson Fitness Customer Technical Support experience
Experience building quality programs, training initiatives, or performance improvement plans

Responsibilities

Coach, mentor, and develop Customer Technical Support representatives to achieve individual and team success
Foster a culture of accountability, engagement, and continuous improvement
Support recruiting, hiring, onboarding, and employee development efforts
Partner with team members to create meaningful career growth opportunities
Monitor team performance, quality, productivity, and customer experience metrics
Handle escalated customer concerns and support resolution efforts
Lead regular team meetings, one-on-ones, and coaching conversations
Collaborate with training, quality, engineering, sales, and operations teams to improve processes and customer outcomes
Help identify trends, drive operational improvements, and contribute to long-term department strategy
Ensure service levels and KPIs are achieved while balancing workload and staffing needs
Champion initiatives that strengthen team culture, employee engagement, and overall performance