Service Manager – Customer & Product Support

Description

Build It. Own It. Elevate It.

This is a leadership role for someone who wants to build, scale, and optimize - not simply manage what exists.

We are seeking a high-performing Service Manager with strong mechanical and electrical troubleshooting experience to lead our technical service operations and manage a team of Customer Service Representatives. This role combines technical leadership with customer-centered ownership.

If you are a metrics-driven operator who thrives in performance environments and holds teams to high standards, this role is built for you.

• Diagnose complex mechanical and electrical issues (motors, drive systems, control boards, AC/DC systems)
• Interpret wiring diagrams and technical schematics
• Perform root cause analysis and corrective action planning
• Support and guide field technicians through advanced troubleshooting
• Reduce repeat service calls and unnecessary part replacements
• Escalate systemic equipment issues to engineering

• Directly manage and develop Customer Service Representatives
• Establish and monitor KPIs (response time, resolution time, first-time fix rate)
• Review escalations for technical accuracy and completeness
• Train team on structured troubleshooting processes
• Drive accountability and performance standards

• Manage complex customer escalations with confidence and professionalism
• Communicate technical solutions clearly to clients
• Partner with Sales, Engineering, and Operations to protect customer relationships
• Ensure service communication is proactive, accurate, and solution-focused

• Step in on high-visibility escalations.
• Lead major installations and service clinics.
• Support complex troubleshooting across cardio and strength systems.
• Translate field issues into actionable product improvements.

• 8+ years in service operations, technical support, or product service leadership.
• 3–5+ years leading teams in performance-driven environments.
• Experience in fitness equipment, durable goods, or electro-mechanical systems.
• Strong command of service systems (Salesforce, Zendesk) and KPI analytics.
• Comfortable moving from executive strategy to field diagnostics without losing credibility.
• Direct communicator. High standards. No tolerance for mediocrity.
• Strong mechanical and electrical troubleshooting experience.
• Proficiency using a multimeter.
• Experience with motors, drive systems, and control boards.
• Experience leading or supervising a technical or service team.

If you know you are the perfect person for this role we want to hear from you.

We hire based on capability, performance, and potential. We are committed to building a team that reflects diverse backgrounds, perspectives, and experiences.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age