Customer Success Support Head of Services

Do you want to help to make the world a better place? At TSI our vision is to create a better world by helping to protect people, products and the environment. We are proud of the wide range of solutions we provide that solve our customers’ problems around the world. From helping to ensure worker safety and understanding air quality to supporting complex highly technical industries such as pharmaceuticals manufacturing, semiconductor, and research customers, TSI employees are part of something special with a purpose.

The Service Manager at TSI

The Service Manager provides strategic and operational leadership for TSI’s Shoreview Service organization, including repair, calibration, and field service operations. Reporting to the Vice President of Quality and Customer Experience, this position is responsible for ensuring a best-in-class customer experience through the delivery of safe, efficient, and high-quality technical service solutions.

The Service Manager leads service supervisors and service engineers while providing overall direction for service operations. This role is accountable for service performance, customer satisfaction, organizational capability, process excellence, and the continuous improvement of service offerings. The position partners closely with Service Marketing, Sales, Customer Support, Quality, Engineering, and Operations to support customer success and drive business growth.

Develop and execute service strategies, goals, and performance measures that support business growth, customer satisfaction, and continuous improvement.

Lead end-to-end service work operations, including instrument check-in, repair, calibration, field service delivery, and return, ensuring throughput, quality, responsiveness, and turnaround-time targets are consistently met.

Establish and monitor service performance, customer feedback, and operational metrics to identify trends, drive improvement initiatives, and achieve business objectives.

Lead the resolution of escalated customer concerns and partner cross-functionally to improve service delivery and customer outcomes.

Establish and maintain service processes, policies, systems, and quality standards that support operational excellence, safety, and compliance.

Collaborate with Service Marketing, Sales, Customer Support, Quality, Engineering, and Operations teams to align service strategies and support organizational objectives, including representing service requirements in the New Product Development process.

Lead, coach, and develop Service Supervisors and Service Engineers while fostering a culture of accountability, collaboration, and customer focus.

Supervisory Responsibilities This role has direct supervisory responsibilities for Service Supervisors and Engineers.

Recruit, develop, and retain a high-performing service team.

Establish performance expectations and provide ongoing coaching, feedback, and development opportunities.

Conduct performance evaluations and support compensation and talent planning processes.

Build capabilities through training, mentoring, and knowledge sharing.

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, technical support, or related customer-facing technical environment.

Minimum of 3 years of people leadership experience, including experience leading technical teams and/or front-line leaders.

Experience developing service/operations strategies, operational performance metrics, and continuous improvement initiatives that drive customer and business outcomes.

Experience utilizing CRM, ERP, and/or service management systems to manage operations, evaluate performance and support decision-making.

Desired Bachelor’s degree in Engineering.

Lean, Six Sigma, or related continuous improvement certification.

Experience supporting instrumentation, scientific, or other technical products.

Experience using SAP.

Knowledge Knowledge of service operations, field service delivery, repair, calibration, and technical support environments.

Knowledge of customer service principles, escalation management, and customer experience best practices.

Knowledge of continuous improvement methodologies, performance metrics, and operational excellence principles.

Knowledge of budgeting, resource planning, and operational reporting.

Travel Limited travel is expected for this position. At TSI, our employees are our most valuable assets, and we care about their health and happiness. Our work has meaning and the products we design and build help protect people and the environment.

The dress for your day policy allows employees’ discretion to select appropriate dress for the business of each workday.

For eligible Leadership and individual contributor roles, additional bonus opportunities may be available and awarded at the discretion of the Company.

Benefits Health Insurance: Comprehensive medical, dental, and vision coverage.

Retirement Plan: 401(k) with company match.

Paid time off, paid holidays, and paid floating holidays.

Other Benefits: Life insurance, employee assistance program (EAP), and professional development opportunities.

Legal authorization to work in the United States without the need for sponsorship.