Manager Technical Support

Responsibilities

• Lead and manage a multi-faceted service organization, including the consumer technical service call center and the technical service repair area.
• Define, achieve, and maintain all department performance goals and service metrics.
• Plan and organize service team activities, including staffing, training, technology, and reporting.
• Improve service quality by evaluating processes, monitoring results, and implementing necessary changes.
• Oversee service inventory, including pricing, availability, and kits.
• Manage the integration of ERP, phone, email, and website systems to improve efficiency.
• Partner with internal technical, marketing, sales, and quality teams to resolve issues and execute field service strategies.
• Manage operating, capital, and expense budgets within approved guidelines.
• Perform human resources responsibilities, including hiring, performance evaluations, and staff development.

Requirements

• Bachelor’s degree in business administration or an equivalent field.
• Minimum of 5 years of experience managing customer service and technical service/repair functions.
• Proven experience working within a manufacturing environment.
• Proficiency in Microsoft Office Suite (Word, Excel, Access, PowerPoint, and Outlook).
• Strong mathematical and statistical analysis skills to interpret KPIs and metrics.
• Demonstrated leadership skills with the ability to influence teams and handle escalated issues.

Benefits

• Competitive base salary with annual discretionary cash profit sharing.
• Generous paid time off and holiday benefits.
• Comprehensive health insurance and wellness plans.
• 401k with company match and deferred retirement contributions.
• Tuition assistance program for career development.
• Sons & Daughters Scholarship program.

About the Company

Johnson Outdoors is a leading global innovator of outdoor recreation equipment and technologies. The company designs, manufactures, and markets a portfolio of consumer-preferred brands across Watercraft Recreation, Fishing, Diving, and Camping. Iconic brands include Old Town, Minn Kota, Humminbird, and SCUBAPRO.