Service Operations Leader

MTI Distributing, Inc.; Brooklyn Center (MN); On-site; USD 105,000 - 135,000; Full time

Benefits offered by this job

Competitive salary

Medical, Dental & Vision Insurance

Life Insurance

401(k) Retirement Plan

Profit Sharing

Health Savings Account

Paid Time Off

Tuition Reimbursement

Wellness Programs

Leadership Development

Job summary

MTI Distributing, Inc. in Brooklyn Center, MN is seeking a Service Manager to lead and develop our Service Technician team while driving operational excellence, productivity, customer satisfaction, and profitability.

You will oversee daily service operations, provide technical guidance, support service advisors, and ensure repairs meet MTI quality standards. Strong leadership and diagnostics skills are essential.

Qualifications

• 5+ years of technician experience in turf, agricultural, construction, automotive, heavy equipment, or related industries.
• Previous leadership, coaching, or supervisory experience preferred.
• 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.

Responsibilities

• Lead, coach, mentor, and develop Service Technicians.
• Conduct performance reviews, training, and career development planning.
• Foster a culture of 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 closely 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.

Skills

Team leadership

Technical troubleshooting

Service operations

Customer service

Communication

Tools

Service software

ERP systems

Reporting tools

Job description

MTI Distributing, Inc. in Brooklyn Center, MN is seeking a Service Manager to lead and develop our Service Technician team while driving operational excellence, productivity, customer satisfaction, and profitability.

You will oversee daily service operations, provide technical guidance, support service advisors, and ensure repairs meet MTI quality standards. Strong leadership and diagnostics skills are essential.