Technical Service Manager

TRUE Fitness is a leader in the fitness industry, dedicated to providing exceptional service and innovative solutions to our clients.

We value teamwork, integrity, and a commitment to excellence. We are currently seeking a dynamic and experienced Technical Service Manager to join our team and drive our customer service initiatives to the next level.

As a Technical Service Manager, you will play a pivotal leadership role within our organization, overseeing a dedicated team while enhancing the customer experience.

Your primary focus will be on managing escalated customer calls, collaborating with the Engineering Department, and ensuring that our service standards meet and exceed expectations.

This role is onsite, based in O'Fallon, MO.

No two days will be alike, but you will be consistently performing the following functions :

Leadership Responsibilities (90% of Workload) :

• Handle top-level escalated customer calls, working closely with the Engineering Department to resolve issues promptly.
• Review and approve warranty labor claims and returned products to ensure compliance with company standards.
• Monitor call flow in the call center, ensuring that department metrics and performance goals are met.
• Manage new account set-ups for service accounts, ensuring a smooth onboarding process for clients.
• Identify and implement strategic enhancements to the customer experience through technology, training, and other initiatives.
• Assemble and present metrics of team performance to Senior Management on a monthly basis.
• Oversee a team of 10-20 individuals, providing support and guidance to both in-house and remote team members.

If you have the qualifications below we would love to meet you.

• Bachelor's degree in a related field or equivalent experience.
• Proven experience in a technical service management role or similar position.
• Strong leadership and team management skills, with the ability to motivate and develop a diverse team.
• Excellent problem-solving skills and the ability to handle escalated customer issues with professionalism.
• Familiarity with call center operations and performance metrics.
• Strong communication and interpersonal skills, both verbal and written.
• Willingness to travel as needed to meet customer and business requirements.

TRUE Fitness is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

TRUE does not provide or assume sponsorships at this time.