Service Manager

Position Summary

MTI is seeking an experienced Service Manager to lead and develop our Service Technician team while driving operational excellence, productivity, customer satisfaction, and profitability. This role serves as the primary leader for service operations, ensuring technicians have the training, tools, and support needed to deliver high-quality repairs and exceptional customer service.

Key Responsibilities

Leadership & Team Development 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. Service Operations 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. Technical Support & Quality 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. Customer & Business Support 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.

Qualifications

Associate degree, technical degree, or equivalent experience preferred. 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. Skills & Competencies 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. Why Join MTI? ✅ Competitive Salary ($105K-$135K) ✅ Medical, Dental & Vision Insurance ✅ Life Insurance ✅ 401(k) Retirement Plan ✅ Profit Sharing Program and Incentive Program ✅ Health Savings Account (HSA) ✅ Paid Time Off (PTO) ✅ Tuition Reimbursement ✅ Wellness Programs ✅ Growth and Leadership Development Opportunities Work Environment Monday-Friday, onsite role (typically 6:00 AM - 2:30 PM) Fast-paced service environment with frequent collaboration across departments Occasional after-hours support for operational needs MTI is an Equal Opportunity Employer.