Customer Technical Support Supervisor

Johnson Health Tech Retail Inc • Cottage Grove, WI

2d

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 over 60 countries worldwide. Our mission statement is to delight and excite our customers through truly innovative products, unsurpassed quality, and best-in-class customer experience provided by a world-class organization. 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 commercial 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

Benefits

• Health & Dental Insurance
• Company paid Life Insurance
• 401(k)
• Paid Time Off benefits
• Product discounts
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager