Service Manager – Customer & Product Support

True Fitness Technology Inc • O’Fallon, MO

15h

About The Position

Build It. Own It. Elevate It.

We are hiring a high-caliber Service Manager to take full ownership of our customer and product service operation.

This is a leadership role for someone who wants to build, scale, and optimize - not simply manage what exists.

You will lead the entire post-sale ecosystem: customer support, technical service, field operations, warranty strategy, parts distribution, contractor networks, and training. Your mandate is clear: maximize equipment uptime, elevate customer experience, and turn service into a measurable growth engine.

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.

Responsibilities

• Drive Operational Performance
• Build a service organization that delivers speed, accuracy, and accountability.
• Reduce response times.
• Increase first-time fix rates.
• Improve CSAT and NPS.
• Implement disciplined workflows, escalation protocols, and KPI dashboards.
• Own service budgets, staffing models, and contractor performance.
• Eliminate inefficiencies and raise the bar on execution.
• Lead a High-Performance Team
• Set clear expectations and hold the team accountable to results.
• Develop technical depth and customer excellence across all levels.
• Coach underperformance decisively; elevate top talent aggressively.
• Create a culture of urgency, ownership, and continuous improvement.
• Expand Service as a Revenue Driver
• Grow wholesale parts distribution and certified service networks.
• Identify post-sale revenue opportunities within commercial and direct channels.
• Improve service scalability without sacrificing quality.
• Turn data into action that drives reliability and repeat business.
• Be the Technical Authority (10–15% Travel)
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed