Service Manager

Job Summary MSI-Viking Gage is seeking an experienced Service Manager to lead the day-to-day operations of our Greer, SC calibration laboratory and service team. This position is responsible for managing workflow, staffing, customer commitments, turnaround time, productivity, quality, and overall service performance. The Service Manager will provide leadership to the Greer team while working closely with Quality, Customer Service, Sales, Technical Management, and company leadership to ensure customer expectations and business goals are consistently met. The ideal candidate will bring strong leadership experience, a solid understanding of calibration or technical service operations, and the ability to balance people, customers, quality, and financial performance. Responsibilities Direct and coordinate the daily operations of the Greer calibration laboratory and service department. Establish workload priorities based on customer due dates, technical requirements, staffing, available resources, and business needs. Monitor backlog, turnaround time, work in progress, technician productivity, utilization, and overall capacity. Identify staffing, scheduling, equipment, or resource concerns before they impact customer commitments. Ensure work is assigned to technicians who are properly trained, qualified, and authorized. Monitor delayed, technically challenged, or at-risk jobs and take appropriate action to keep work moving. Provide clear and consistent communication regarding workload, schedules, expectations, priorities, and operational changes. Lead, coach, and develop service employees while holding the team accountable for quality, productivity, attendance, professionalism, documentation, safety, and customer service. Identify training and competency needs and support continued technical and career development. Address recurring performance or quality concerns through coaching, retraining, process improvement, or appropriate corrective action. Partner with Human Resources and leadership on hiring, performance management, promotions, employee relations, and other personnel matters. Ensure laboratory operations are performed in accordance with ISO/IEC 17025 requirements, company procedures, customer requirements, and applicable quality standards. Partner with Quality to support audits, corrective actions, nonconforming work, and continued accreditation readiness. Support resolution of customer concerns involving service, turnaround time, scheduling, documentation, or technical execution. Coordinate with Customer Service and Sales regarding job status, delays, special requirements, and customer-impacting issues. Manage the Greer service operation with responsibility for P&L performance, including performance against budget and prior-year results. Use operational and financial metrics to identify trends, bottlenecks, recurring issues, and opportunities for improvement. Support process improvements that increase efficiency, quality, customer service, and employee effectiveness. Assist with equipment, staffing, training, and capital resource planning. Coordinate with other MSI-Viking locations when additional resources or support are needed. Promote teamwork, accountability, professionalism, safety, and a positive working environment. Perform other duties as assigned. Required Skills and Experience Five or more years of calibration, metrology, technical service, or related experience preferred. Previous supervisory or management experience required. Experience managing technicians, workload priorities, scheduling, and customer commitments. Strong understanding of calibration laboratory operations or a similar technical service environment. Working knowledge of ISO/IEC 17025 requirements preferred. Experience with quality systems, audits, corrective actions, and technical documentation preferred. Experience across multiple calibration disciplines such as dimensional, electrical/electronic, pressure, temperature, force, mass, or mechanical calibration is a plus. Strong leadership, communication, organizational, and problem-solving skills. Ability to coach employees, manage conflict, and hold team members accountable. Ability to make decisions and manage changing priorities in a fast-paced environment. Strong customer-service mindset. Experience working with operational and financial performance metrics. Proficiency with Microsoft Office and the ability to learn company ERP, scheduling, and reporting systems. Physical and Travel Requirements This position is primarily onsite at our Greer, SC facility. Ability to move throughout laboratory and service areas as required. Occasional travel may be required for customer visits, training, meetings, or support of other MSI-Viking locations. Must be able to perform the essential functions of the position with or without reasonable accommodation. Benefits MSI-Viking offers a competitive benefits package that includes medical, dental, vision, disability and life insurance, 401(k) with company match, paid time off, paid holidays, and opportunities for continued professional development. Why Work for MSI-Viking? Build your career with a company focused on precision, technical expertise, and strong customer relationships. As Service Manager, you’ll have the opportunity to lead an established technical team, improve operations, develop employees, and directly impact the performance and continued growth of our Greer service operation. #J-18808-Ljbffr MSI Viking