Service Operations Leader — Calibration & Field Service

TSI Incorporated; Shoreview (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 Program

Life insurance

Employee assistance program (EAP)

Professional development opportunities

Job summary

TSI Incorporated in Shoreview, MN is seeking a Service Manager to lead the Shoreview Service organization, including repair, calibration, and field service operations. You will drive a best-in-class customer experience through safe, efficient, and high‑quality service solutions.

The role partners with cross-functional teams to support growth and ensure service performance, customer satisfaction, and continuous improvement.

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, or related technical environment.
• Minimum of 3 years of people leadership experience, including leading technical teams.
• Experience developing service/operations strategies, performance metrics, and continuous improvement initiatives.
• Experience using CRM, ERP, and/or service management systems to manage operations and decision‑making.
• 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.

Responsibilities

• Develop and execute service strategies, goals, and performance measures.
• Lead end-to-end service operations including instrument check-in, repair, calibration, field service, and return.
• Establish and monitor service performance and customer feedback to drive improvements.
• Lead resolution of escalated customer concerns and collaborate cross-functionally.
• Establish service processes, policies, systems, and quality standards for excellence and safety.
• Collaborate with Marketing, Sales, Customer Support, Quality, Engineering, and Operations to align service goals and represent service needs in NPD.

Skills

People leadership

Service strategy

Continuous improvement

Customer experience

Cross-functional collaboration

Data analysis

Education

Bachelor’s degree in Engineering or related field

Tools

SAP

CRM systems

ERP systems

ISO 9001 knowledge

ISO 17025 knowledge

Job description

TSI Incorporated in Shoreview, MN is seeking a Service Manager to lead the Shoreview Service organization, including repair, calibration, and field service operations. You will drive a best-in-class customer experience through safe, efficient, and high‑quality service solutions.

The role partners with cross-functional teams to support growth and ensure service performance, customer satisfaction, and continuous improvement.