What are the responsibilities and job description for the Customer Technical Support Supervisor position at Johnson Health Tech North America?
Job Type
Full-time
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:
In this role, you'll be successful when you:
Required Qualifications
We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:
Full-time
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
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
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
- 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
- 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.
- 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
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