Technical Support Team Lead – IPO/Horizon Team

Technical Support Team Lead – IPO/Horizon Team

Job category: Customer Service

Job Type: Full Time

Cottage Grove, Wisconsin

Closes on:

Job Description:

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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