Service Manager

At TSI our vision is to create a better world by helping to protect people, products and the environment. We provide a wide range of solutions that solve our customers’ problems around the world, from ensuring worker safety and understanding air quality to supporting complex industries such as pharmaceuticals manufacturing, semiconductor, and research.

About the role

The Service Manager provides strategic and operational leadership for TSI’s Shoreview Service organization, including repair, calibration, and field service operations. Reporting to the Vice President of Quality and Customer Experience, this position ensures a best-in-class customer experience through safe, efficient, and high-quality technical service solutions. The role leads service supervisors and engineers, drives service performance, customer satisfaction, organizational capability, process excellence, and continuous improvement of service offerings. It partners closely with Service Marketing, Sales, Customer Support, Quality, Engineering, and Operations to support customer success and drive business growth.

Responsibilities

• Develop and execute service strategies, goals, and performance measures that support business growth, customer satisfaction, and continuous improvement.
• Lead end-to-end service work operations, including instrument check-in, repair, calibration, field service delivery, and return, ensuring throughput, quality, responsiveness, and turnaround-time targets are consistently met.
• Establish and monitor service performance, customer feedback, and operational metrics to identify trends, drive improvement initiatives, and achieve business objectives.
• Lead the resolution of escalated customer concerns and partner cross-functionally to improve service delivery and customer outcomes.
• Establish and maintain service processes, policies, systems, and quality standards that support operational excellence, safety, and compliance.
• Collaborate with Service Marketing, Sales, Customer Support, Quality, Engineering, and Operations teams to align service strategies and support organizational objectives, including representing service requirements in the New Product Development process.
• Lead, coach, and develop Service Supervisors and Service Engineers while fostering a culture of accountability, collaboration, and customer focus.

Supervisory Responsibilities

• Recruit, develop, and retain a high-performing service team.
• Establish performance expectations and provide ongoing coaching, feedback, and development opportunities.
• Conduct performance evaluations and support compensation and talent planning processes.
• Foster employee engagement, accountability, and professional growth.
• Build capabilities through training, mentoring, and knowledge sharing.

Requirements

• Bachelor’s degree in Engineering, Operations Management, or a related field.
• 7+ years of progressive experience in manufacturing or service operations, field service, repair, calibration, technical support, or related customer-facing technical environment.
• Minimum of 3 years of people leadership experience, including experience leading technical teams and/or front-line leaders.
• Experience developing service/operations strategies, operational performance metrics, and continuous improvement initiatives that drive customer and business outcomes.
• Experience utilizing CRM, ERP, and/or service management systems to manage operations, evaluate performance, and support decision-making.

Qualifications

• Bachelor’s degree in Engineering.
• Lean, Six Sigma, or related continuous improvement certification.
• Experience supporting instrumentation, scientific, or other technical products.
• Working knowledge of ISO 9001 and ISO 17025.
• Experience using SAP.

Skills

• Knowledge of service operations, field service delivery, repair, calibration, and technical support environments.
• Knowledge of customer service principles, escalation management, and customer experience best practices.
• Knowledge of continuous improvement methodologies, performance metrics, and operational excellence principles.
• Knowledge of budgeting, resource planning, and operational reporting.

Travel

Limited travel is expected for this position, estimated at less than 5% of time.

Pay

Competitive market salary from $130,000 - $150,000 per year depending on qualifications and experience. Additional bonus opportunities may be available for eligible leadership and individual contributor roles.

Benefits

• Comprehensive medical, dental, and vision coverage.
• 401(k) with company match.
• Paid time off, paid holidays, and paid floating holidays.
• Life insurance.
• Employee assistance program (EAP).
• Professional development opportunities.
• Dress for your day policy allowing employees discretion in selecting appropriate dress for each workday.

Legal authorization to work in the United States without the need for sponsorship is required.