Service Manager – Customer & Product Support

True Fitness Technology Inc•O’Fallon, MO

About The Position

Build It. Own It. Elevate It. This is a leadership role for someone who wants to build, scale, and optimize - not simply manage what exists. We are seeking a high-performing Service Manager with strong mechanical and electrical troubleshooting experience to lead our technical service operations and manage a team of Customer Service Representatives. This role combines technical leadership with customer-centered ownership. If you are a metrics-driven operator who thrives in performance environments and holds teams to high standards, this role is built for you.

Requirements

8+ years in service operations, technical support, or product service leadership.
3–5+ years leading teams in performance-driven environments.
Experience in fitness equipment, durable goods, or electro-mechanical systems.
Strong command of service systems (Salesforce, Zendesk) and KPI analytics.
Comfortable moving from executive strategy to field diagnostics without losing credibility.
Direct communicator. High standards. No tolerance for mediocrity.
Strong mechanical and electrical troubleshooting experience.
Proficiency using a multimeter.
Experience with motors, drive systems, and control boards.
Experience leading or supervising a technical or service team.

Responsibilities

Diagnose complex mechanical and electrical issues (motors, drive systems, control boards, AC/DC systems)
Interpret wiring diagrams and technical schematics
Perform root cause analysis and corrective action planning
Support and guide field technicians through advanced troubleshooting
Reduce repeat service calls and unnecessary part replacements
Escalate systemic equipment issues to engineering
Directly manage and develop Customer Service Representatives
Establish and monitor KPIs (response time, resolution time, first-time fix rate)
Review escalations for technical accuracy and completeness
Train team on structured troubleshooting processes
Drive accountability and performance standards
Manage complex customer escalations with confidence and professionalism
Communicate technical solutions clearly to clients
Partner with Sales, Engineering, and Operations to protect customer relationships
Ensure service communication is proactive, accurate, and solution-focused
Step in on high-visibility escalations.
Lead major installations and service clinics.
Support complex troubleshooting across cardio and strength systems.
Translate field issues into actionable product improvements.