Technical Support Team Lead – IPO/Horizon Team

Job category: Customer Service

Job Type: Full Time

Cottage Grove, Wisconsin

Closes on:

Position Overview:

Under the direction of the Technical Support Supervisor, the Team Lead performs a variety of Customer Tech Support (CTS) duties in accordance with company policies and procedures. Responsibilities include fulfilling customer needs to ensure customer satisfaction. This is a non-supervisory position.


Provide outstanding service to Johnson dealers, consumers and Service Providers:

  • Handle the escalated calls
  • Liaison between for CTS and the Quality department
  • Work with Quality on identifying trends in equipment failures
  • Work with Small Parts Purchasing in the SP process
  • Log into phone queue as needed
  • Perform service repair visits as needed
  • Promote a positive team atmosphere with co-workers

Staff Development:

  • Drives team to succeed in reaching productivity and quality goals to meet/exceed customer needs.
  • Ability to coach and mentor in a manner that helps the individual achieve success through constructive feedback
  • Develop staff skill in using Online Remedy database
  • Willingness to work extra time as needed to accomplish business needs
  • Leads by setting a positive example

Work Practices:

  • All paperwork and database entries filled out completely and accurately
  • Follow procedures regarding removal of parts from inventory

Technical Training:

  • Create and lead the weekly tech meetings
  • Share knowledge learned with TCMT to keep Online Remedy database updated
  • Reduce the amount of after call work time/auto log outs and reduce amount of questions that CTS reps ask by recognizing the missing information
  • Build and improve technical trainings that are sustainable and meets the current needs of the department
  • Research answers to technical questions

General Responsibilities:

  • Be aware of the work environment; keep your workstation clean and tidy by 5S standards
  • Be aware of the company goals and work to achieve department KPI’s
  • Be on time for scheduled day
  • Understands the different roles within the company and how CTS interacts with them
  • Other projects as needed





  • Minimum high school diploma or equivalent required
  • College degree in related field preferred


  • Previous experience working in a call center, customer service or in the fitness industry required
  • Two years’ experience in Johnson Tech Support, Sales, Quality or a related field preferred

Other Requirements:

  • Proficient with Microsoft Office suite, CRM and SAP
  • Excellent written and verbal communication skills
  • Ability to work a rotating 10am-7pm shift


  • Demonstrated effective interpersonal, verbal and written communication skills
  • Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks; improving current work processes; and assisting others when necessary
  • Unwavering attention to detail and commitment to world-class quality
  • Ability to embrace deadlines
  • Able to project a positive and professional demeanor to all internal and external contacts


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


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Position filled: Open

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