Customer Technical Support Supervisor

Johnson Health Tech Retail Inc; Town of Cottage Grove (WI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health & Dental Insurance

Company paid Life Insurance

401(k)

Paid Time Off benefits

Product discounts

Wellness programs

Job summary

Johnson Health Tech Retail Inc is seeking a Customer Technical Support Supervisor to lead a team delivering top-tier technical support to commercial customers. You will coach staff, drive improvements, and partner across product, training, quality, engineering, and operations.

This role emphasizes building talent, measuring metrics, and ensuring service levels while managing workload. You will recruit, onboard, and develop team members, shaping long-term strategy for the Customer Technical

Qualifications

• 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.

Responsibilities

• Coach, mentor, and develop Customer Technical Support representatives to achieve success.
• Foster accountability, engagement, and continuous improvement.
• Support recruiting, onboarding, and employee development.
• Collaborate with training, quality, engineering, sales, and operations teams to improve processes.
• Monitor performance metrics and customer experience.
• Handle escalated customer concerns and resolution efforts.
• Lead regular team meetings and coaching conversations.
• Identify trends and drive operational improvements.
• Ensure service levels and staffing meet KPIs.
• Lead talent development and career growth opportunities.

Skills

Coaching

Leadership

Communication

Problem-solving

MS Office

Education

Bachelor's degree or equivalent

Tools

CRM platforms

SAP

Workforce management

Job description

Description

Who We Are

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 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.

What you'll be doing:

As the leader of a high-performing support team, you'll:

• 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

What Success looks like:

In this role, you'll be successful when you:

• Build a motivated, high-performing team that consistently delivers excellent customer experiences
• Develop employees and help them grow within the organization
• Use data and insights to improve performance and drive results
• Lead with empathy, accountability, and a continuous improvement mindset
• Create strong partnerships across departments to solve problems and improve processes

Requirements

Required Qualifications

• 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

Preferred Qualifications

• 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

What Makes You a Great Fit

• You thrive in a fast-paced environment and enjoy balancing people leadership with operational excellence. You're energized by coaching others, solving challenges, and finding ways to improve both the customer and employee experience.

You'd likely describe yourself as:

• A strong communicator who can connect with a variety of audiences
• A collaborative leader who builds trust and accountability
• A problem solver who is comfortable making decisions and driving results
• Detail-oriented, organized, and highly responsive
• Positive, resilient, and adaptable when priorities shift
• Passionate about developing people and strengthening team culture
• Motivated by continuous learning and improvement

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

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

Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities.