Service Manager

ea261afe-ec31-4ecf-90ed-ce151f1b5763•Brooklyn Center, MN

16h•$105,000 - $135,000•Onsite

About The Position

MTI is seeking an experienced Service Manager to lead and develop the Service Technician team while driving operational excellence, productivity, customer satisfaction, and profitability. The Service Manager is the primary leader for service operations and ensures technicians have the training, tools, and support to deliver high-quality repairs and exceptional customer service. The role oversees daily service department operations and technician workflows, provides technical guidance on complex equipment repairs, and works with Service Advisors, Warranty Administration, and customers to support positive service experiences and business objectives. The position is onsite, Monday through Friday, typically from 6:00 AM to 2:30 PM, in a fast-paced service environment with frequent cross-department collaboration. Occasional after-hours support may be needed.

Requirements

5+ years of technician experience in turf, agricultural, construction, automotive, heavy equipment, or related industries.
Strong background in equipment diagnostics, repair, and service operations.
Experience improving technician productivity and operational performance.
Strong leadership, coaching, and employee development skills.
Advanced troubleshooting and diagnostic abilities.
Understanding of service operations, labor management, and productivity metrics.
Experience with service software, ERP systems, and reporting tools.
Excellent communication, decision-making, and problem-solving skills.
Customer-focused mindset with a commitment to continuous improvement.

Nice To Haves

Associate degree, technical degree, or equivalent experience.
Previous leadership, coaching, or supervisory experience.

Responsibilities

Lead, coach, mentor, and develop Service Technicians.
Conduct performance reviews, training, and career development planning.
Foster accountability, teamwork, safety, and continuous improvement.
Support employee engagement, retention, and workforce development.
Oversee daily service department operations and technician workflow.
Drive productivity, efficiency, labor recovery, and profitability goals.
Monitor work order quality, accuracy, and completion timelines.
Ensure compliance with service processes, policies, and safety standards.
Improve service workflows and operational performance.
Provide technical guidance and troubleshooting support for complex equipment repairs.
Ensure repairs are completed accurately and meet MTI quality standards.
Support diagnostic excellence and first-time fix effectiveness.
Partner with technicians to resolve challenging service issues.
Work with Service Advisors, Warranty Administration, and customers to ensure a positive service experience.
Address customer concerns and support customer retention efforts.
Monitor service quality and identify opportunities for improvement.
Support department revenue, labor performance, and business objectives.