Service Manager

MRL - Mark Rite Lines Billings, MT 59101, USA Description Mark Rite Lines Equipment Company (MRL), headquartered in Billings, Montana, is a global leader in the design and manufacturing of paint marking and pavement maintenance equipment. With over four decades of industry expertise, MRL builds high-performance machinery used for traffic paint application, line removal, and surface preparation. Known for innovation, reliability, and customer-focused solutions, MRL delivers equipment “by stripers, for stripers” helping professionals around the world achieve precision and productivity on every job. Duties/Responsibilities: Oversee daily Service Center operations to ensure efficient, high-quality service and strong business performance. Partner with Sales Project Managers to develop retrofit project agreements, scope, timelines, budgets, documentation, and execution plans. Lead pre-production reviews and coordinate cross-functional teams, resources, logistics, sales layouts, and Bill of Material (BOM) releases for retrofit projects. Coordinate field technician schedules for equipment startups, warranty repairs, and service needs while maintaining accurate production and project status. Maintain regular customer communication regarding project progress, repair status, and next steps to ensure a positive customer experience. Visit customer sites with field personnel to identify service needs and provide feedback to the factory to improve product quality and customer satisfaction. Lead customer issue resolution and provide guidance on warranty coverage, goodwill, and policy adjustments. Oversee service, product safety, and service campaigns and ensure timely completion. Develop and conduct customer training focused on the safe and proper operation of MRL equipment. Maintain accurate CRM records, work orders, job costing, inventory information, and service documentation. Identify opportunities to grow the service business and improve operations through customer feedback, market trends, retrofit opportunities, and continuous improvement. Ensure appropriate staffing, asset management, regulatory compliance, and employee leadership while promoting MRL's values and commitment to customer service. Perform other duties, assignments, and special projects as assigned. Supervisory Responsibilities: Directly supervises Service and Repair personnel. Provides leadership, coaching, direction, and performance feedback to direct and indirect reports. Plans staffing levels and recommends additional resources as needed. Promotes teamwork, accountability, professional development, and continuous improvement. Required Skills/Abilities: Demonstrated leadership and people-management skills with the ability to motivate, coach, and develop employees. Strong knowledge of service, repair, warranty, retrofit, and field service operations. Strong project management skills with the ability to manage multiple projects, priorities, timelines, and budgets. Excellent interpersonal, communication, and customer service skills. Strong problem-solving and decision-making abilities with the ability to develop creative and effective solutions. Ability to collaborate effectively across Sales, Production, Engineering, Quality, and other departments. Strong organizational skills and attention to detail. Ability to analyze customer feedback, market trends, and operational data to identify opportunities for improvement and business growth. Ability to manage staffing needs, resources, inventory, expenses, and job costing. Working knowledge of applicable OSHA, DOT, EPA, state, and federal requirements. Proficiency with CRM, ERP, or other business management systems. Preferred Skills/Abilities: Experience managing service operations within a manufacturing or heavy equipment environment. Experience with MRL products, pavement marking equipment, or similar specialized equipment. Experience leading continuous improvement initiatives using Lean, Six Sigma, or similar methodologies. Experience managing retrofit projects and new service or product initiatives. Experience working with warranty claims, goodwill policies, and product safety campaigns. Experience identifying and developing new service or revenue opportunities. Education and Experience: Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field preferred. 5+ years of progressive experience in service operations, operations management, manufacturing, heavy equipment, or a related industry. 3+ years of direct supervisory or management experience, preferably leading service, repair, field service, or technical teams. 3+ years of experience in continuous improvement, process improvement, or operational efficiency initiatives. Demonstrated experience managing projects, budgets, staffing, customer relationships, and cross-functional teams. Equivalent combinations of education and experience may be considered. Physical Requirements: Ability to work in both office and manufacturing/service environments. Ability to sit, stand, walk, bend, and reach throughout the workday. Ability to visit customer sites, service locations, and manufacturing areas as needed. Ability to occasionally lift up to 50 pounds. Travel may be required. Benefits of Employment: In addition to excellent career growth opportunities, Federal Signal Corporation offers a wide array of benefits, including bonus potential, insurance (life, medical, dental, vision), paid holidays, paid vacation, employer-sponsored Health Savings Account (HSA), and 401(k) with matching contributions. We provide our employees with a smoke-free, drug-free workplace. About Mark Rite Lines Equipment Company, a subsidiary of Federal Signal Mark Rite Lines Equipment Company is a leader in the design and manufacturing of high-quality pavement marking equipment, specializing in the production of road striping and maintenance machinery. We serve a wide array of clients, including government agencies, private contractors, and municipalities, providing innovative solutions that enhance roadway safety and operational efficiency. Our commitment to quality, safety, and service excellence has earned us a reputation as a trusted partner in the industry. Federal Signal Corporation (NYSE: FSS) provides products and services to protect people and our planet. Founded in 1901, Federal Signal is a leading global designer and manufacturer of products and total solutions that serve municipal, governmental, industrial and commercial customers. Headquartered in Downers Grove, IL, with manufacturing facilities worldwide, the Company operates two groups: Environmental Solutions and Safety and Security Systems. For more information on Federal Signal, visit: The Company is an equal opportunity employer. Qualified applicants will not be discriminated against on the basis of, and will receive consideration for employment without regard to, race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, status as a protected veteran, or any other protected category, characteristic, or trait under applicable law. If you require reasonable accommodation in the application process, contact Human Resources View email address on click.appcast.io. All other applications must be submitted online. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr