Service Manager – Customer & Product Support

Build It. Own It. Elevate It.

We are hiring a high-caliber Service Manager to take full ownership of our customer and product service operation.

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

You will lead the entire post-sale ecosystem: customer support, technical service, field operations, warranty strategy, parts distribution, contractor networks, and training. Your mandate is clear: maximize equipment uptime, elevate customer experience, and turn service into a measurable growth engine.

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

Your Mandate

1. Drive Operational Performance

• Build a service organization that delivers speed, accuracy, and accountability.
• Reduce response times. Increase first-time fix rates. Improve CSAT and NPS.
• Implement disciplined workflows, escalation protocols, and KPI dashboards.
• Own service budgets, staffing models, and contractor performance.
• Eliminate inefficiencies and raise the bar on execution.

2. Lead a High-Performance Team

• Set clear expectations and hold the team accountable to results.
• Develop technical depth and customer excellence across all levels.
• Coach underperformance decisively; elevate top talent aggressively.
• Create a culture of urgency, ownership, and continuous improvement.

3. Expand Service as a Revenue Driver

• Grow wholesale parts distribution and certified service networks.
• Identify post-sale revenue opportunities within commercial and direct channels.
• Improve service scalability without sacrificing quality.
• Turn data into action that drives reliability and repeat business.

4. Be the Technical Authority (10–15% Travel)

• 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.

Who Thrives Here

• 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.

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

Compensation details: Yearly Salary

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