TRUE Fitness · 14 hours ago
Service Manager – Customer & Product Support
O'Fallon,MO,US
Full-time
Onsite
Senior Level, Lead/Staff
8+ years expTRUE Fitness is seeking a high-caliber Service Manager to take full ownership of their customer and product service operation. The role involves leading the post-sale ecosystem, maximizing equipment uptime, and enhancing customer experience while driving operational performance and service as a revenue driver.
Enterprise SoftwareEducationWellnessHealthcareManufacturingBusiness Information SystemsFitnessHealth CareTraining
Responsibilities
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
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
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
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
Qualification
Required
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
Company
TRUE Fitness
TRUE Fitness is a leading manufacturer of premium cardio and strength fitness products for both the commercial and retail market.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
W
Wai Htet
Founder and CEO
Company data provided by crunchbase