Director of Service Operations

TSI Incorporated; Saint Paul (MN); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Health Insurance

401(k) with company match

Paid time off

Job summary

TSI Incorporated in Minnesota is seeking a Service Manager to lead the Shoreview Service organization, combining repair, calibration, and field service operations to deliver safe, high-quality technical services.

You will guide supervisors and engineers, set performance metrics, and partner with Marketing, Sales, Support, Quality, Engineering, and Operations to drive customer success and growth.

Qualifications

• 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.

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.

Skills

People leadership

Operations strategy

Customer experience

Education

Bachelor's degree in Engineering/related field

Lean Six Sigma certification

Tools

CRM systems

ERP systems

SAP

Job description

TSI Incorporated in Minnesota is seeking a Service Manager to lead the Shoreview Service organization, combining repair, calibration, and field service operations to deliver safe, high-quality technical services.

You will guide supervisors and engineers, set performance metrics, and partner with Marketing, Sales, Support, Quality, Engineering, and Operations to drive customer success and growth.