Service Manager

About the role

Mark Rite Lines Equipment Company (MRL), headquartered in Billings, Montana, is a global leader in the design and manufacturing of paint marking and pavement maintenance equipment. With over four decades of industry expertise, MRL builds high-performance machinery used for traffic paint application, line removal, and surface preparation. Known for innovation, reliability, and customer-focused solutions, MRL delivers equipment "by stripers, for stripers" helping professionals around the world achieve precision and productivity on every job.

Responsibilities

• Oversee daily Service Center operations to ensure efficient, high-quality service and strong business performance.
• Partner with Sales Project Managers to develop retrofit project agreements, scope, timelines, budgets, documentation, and execution plans.
• Lead pre-production reviews and coordinate cross-functional teams, resources, logistics, sales layouts, and Bill of Material (BOM) releases for retrofit projects.
• Coordinate field technician schedules for equipment startups, warranty repairs, and service needs while maintaining accurate production and project status.
• Maintain regular customer communication regarding project progress, repair status, and next steps to ensure a positive customer experience.
• Visit customer sites with field personnel to identify service needs and provide feedback to the factory to improve product quality and customer satisfaction.
• Lead customer issue resolution and provide guidance on warranty coverage, goodwill, and policy adjustments.
• Oversee service, product safety, and service campaigns and ensure timely completion.
• Develop and conduct customer training focused on the safe and proper operation of MRL equipment.
• Maintain accurate CRM records, work orders, job costing, inventory information, and service documentation.
• Identify opportunities to grow the service business and improve operations through customer feedback, market trends, retrofit opportunities, and continuous improvement.
• Ensure appropriate staffing, asset management, regulatory compliance, and employee leadership while promoting MRL's values and commitment to customer service.
• Perform other duties, assignments, and special projects as assigned.

Supervisory Responsibilities

• Directly supervises Service and Repair personnel.
• Provides leadership, coaching, direction, and performance feedback to direct and indirect reports.
• Plans staffing levels and recommends additional resources as needed.
• Promotes teamwork, accountability, professional development, and continuous improvement.

Required Skills & Abilities

• Demonstrated leadership and people-management skills with the ability to motivate, coach, and develop employees.
• Strong knowledge of service, repair, warranty, retrofit, and field service operations.
• Strong project management skills with the ability to manage multiple projects, priorities, timelines, and budgets.
• Excellent interpersonal, communication, and customer service skills.
• Strong problem-solving and decision-making abilities with the ability to develop creative and effective solutions.
• Ability to collaborate effectively across Sales, Production, Engineering, Quality, and other departments.
• Strong organizational skills and attention to detail.
• Ability to analyze customer feedback, market trends, and operational data to identify opportunities for improvement and business growth.
• Ability to manage staffing needs, resources, inventory, expenses, and job costing.
• Working knowledge of applicable OSHA, DOT, EPA, state, and federal requirements.
• Proficiency with CRM, ERP, or other business management systems.

Preferred Skills

• Experience managing service operations within a manufacturing or heavy equipment environment.
• Experience with MRL products, pavement marking equipment, or similar specialized equipment.
• Experience leading continuous improvement initiatives using Lean, Six Sigma, or similar methodologies.
• Experience managing retrofit projects and new service or product initiatives.
• Experience developing customer training programs.
• Experience working with warranty claims, goodwill policies, and product safety campaigns.
• Experience identifying and developing new service or revenue opportunities.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field preferred.
• 5+ years of progressive experience in service operations, operations management, manufacturing, heavy equipment, or a related industry.
• 3+ years of direct supervisory or management experience, preferably leading service, repair, field service, or technical teams.
• 3+ years of experience in continuous improvement, process improvement, or operational efficiency initiatives.
• Demonstrated experience managing projects, budgets, staffing, customer relationships, and cross-functional teams.
• Equivalent combinations of education and experience may be considered.

Physical Requirements

• Ability to work in both office and manufacturing/service environments.
• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Ability to visit customer sites, service locations, and manufacturing areas as needed.
• Ability to occasionally lift up to 50 pounds.
• Travel may be required.

Benefits

• Bonus potential
• Insurance (life, medical, dental, vision)
• Paid holidays
• Paid vacation
• Employer-sponsored Health Savings Account (HSA)
• 401(k) with matching contributions