Job Description:

Position Overview

Under the direction of the Senior Director of Customer Care, the Technical Support Supervisor will develop and implement strategies and tactics that optimize our customer tech support staff capabilities in accordance with company policies and procedures. Duties include overseeing the work in Customer Tech Support (CTS) for the retail division and includes supervisory responsibilities.

Responsibilities

Provide Outstanding Customer Service:

Proper training of CTS staff to improve quality of service provided

Track, review and monitor service levels

Resolve escalated customer calls and complaints as needed

Establish and maintain an open line of communication with sales staff

Create service reports and system documentation as needed

Strategic long-term planning looking 3-6 months forward for departments needs and improvements

Supervisory:

Assist in daily supervision of CTS staff

Create an atmosphere that promotes teamwork and encourages employee growth

Display initiative by improving and providing motivational ideas

Responsible for staffing, terminations, disciplinary actions, training and developing Tech reps

Ability to train in a manner that a diverse group of employees and service providers can learn, adjusting the style to accommodate different learning styles

Monitor queues for and take action to maintain proper level of available reps vs. volume

Technical Training/Writing:

Assist in the review and continually improvement of service manuals and technical resources

Research answers to technical questions

Schedule weekly technical meeting for CTS reps

Schedule regular meetings with quality and work with quality on spotting trends in parts failures

General Responsibilities:

Be aware of the work environment; keep your workstation and department clean and tidy by 5S standards

Be aware of the company goals and work to achieve department KPIs and individual Quarterly KPIs

Be on time for scheduled day

Travel:

Attend industry tradeshows and training programs if necessary

Occasionally travel to meet with vendors and dealers

Marginal Job Functions:

Complete special projects as required

Willingness to work extra time as needed to accomplish business needs

Qualifications

Education:

Bachelors degree or equivalent work experience required

Additional training in customer service preferred

Experience:

Minimum of 2 years CTS experience or a related field required

Minimum of 1 year supervisory experience, experience in fitness industry preferred

1-2 years of Johnson Fitness CTS experience preferred

Other Requirements:

Working knowledge of Microsoft Office programs including Word and Excel required

Experience with PowerPoint, CRM, SAP systems preferred

Approximately 10% travel to attend training, tradeshows, meet with vendors and dealers

Skills

Communication:

Excellent verbal and written communication skills

Able to effectively presents ideas and information through oral and written communication skills

Initiative:

Achieves high percent of task target dates

Suggests, develops and impro Able to handle multiple projects

Problem Solving:

Good problem-solving skills required

Interpersonal:

Stress Tolerance – requires accepting criticism and maintaining calm demeanor while effectively handling high stress situations

Cooperation – requires being pleasant with others on the job and displaying a good-natured, cooperative demeanor

Adaptability/Flexibility requires being open to change (positive or negative) and flexible as tasks may change frequently. Being able to adjust teaching style depending on the trainee

Able to establish cooperative working relationships with other departments

Organization:

Skilled in planning, organizing resources and establishing priorities for work assignments for optimum results

Able to handle multiple projects

Quality of Work:

Able to be consistently accurate

Attention to Detail – requires being careful about detail and thorough in completing work tasks

Able to follow tasks to completion in a timely manner without sacrificing quality

Other Preferred Skills:

Great demeanor, ability to have fun, and interest in building a strong culture and high performing team

Assertiveness

Resourcefulness

Likes to be challenged

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

Free access to our state-of-the-art onsite workout facility

Product discounts

Wellness programs

EOE/M/W/Vet/Disability

Apply Here

PI108514985