Customer Solutions Leader at Faris Machinery

Grand Junction, Colorado, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Sep, 26

Salary

0.0

Posted On

06 Jun, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Management, Service Coordination, Workflow Management, Estimating, Conflict Resolution, Work-In-Process (WIP) Tracking, Technical Communication, Shop Operations, Revenue Growth, Resource Scheduling, Documentation, Relationship Building

Industry

Machinery Manufacturing

Description

Customer Solutions Leader Department: Service Reports To: Market Leader Position Summary The Customer Solutions Leader is a senior service role responsible for owning the customer experience and ensuring disciplined execution of daily service workflow. This position blends Service Advisor, Service Coordinator, customer support, and parts and service sales responsibilities with accountability for work-in-process (WIP) flow, communication standards, and operational follow-through. The role serves as the primary link between customers, technicians, parts, and service leadership—ensuring work moves efficiently through the shop while delivering proactive, best-in-class service. Key Responsibilities Customer Experience & Communication * Serve as the primary point of contact for customers from first contact through job completion. * Set clear expectations for scope, timing, and cost; proactively communicate changes and delays. * Translate customer concerns into actionable repair plans and technical findings into clear, customer-friendly language. * Build trust and long-term customer relationships through consistent follow-up and responsiveness. * Drive parts and service revenue while protecting margins through accurate estimating, scope control, and timely approvals. Service Coordination & Workflow Management * Own and actively manage daily service workflow, work-in-process (WIP), and job prioritization. * Coordinate closely with technicians, shop leadership, and parts to keep work moving efficiently. * Monitor estimate aging and approval cycle times; intervene and escalate as needed to prevent stalled jobs. * Balance customer urgency, shop capacity, and business priorities when scheduling and sequencing work. * Exercise authority to reprioritize work and escalate issues to protect customer commitments and shop efficiency. Shop & Process Oversight * Provide day-to-day functional leadership over service workflow and execution standards. * Reinforce best practices for communication, documentation, estimating, and service processes. * Support technicians and service staff with guidance, coordination, and escalation support. * Identify workflow inefficiencies and collaborate with the Market Leader and Service Manager to improve processes. Administrative & System Responsibilities * Ensure work orders, estimates, invoices, and warranty documentation are accurate, complete, and timely. * Maintain clean, current records within the service management system. * Support customer-pay, internal, and warranty work in accordance with company standards. This role requires adaptability and a willingness to support other branch responsibilities as necessary to meet customer and business needs. What Success Looks Like * High customer satisfaction, repeat business, and positive customer feedback. * Healthy service workflow with minimal aging, bottlenecks, or stalled jobs. * Accurate estimates and billing with minimal disputes, rework, or write-offs. * Consistent, proactive customer communication throughout the service lifecycle. * Strong coordination and alignment between customers, technicians, parts, and leadership. Qualifications * Proven experience as a Service Advisor, Service Coordinator, or similar senior service role. * Strong customer service, communication, and conflict-resolution skills. * Ability to manage multiple priorities in a fast-paced service environment. * Solid understanding of service workflows, estimating, and shop operations. * Organized, detail-oriented, and accountable with strong follow-through. * Comfortable providing direction and coordination across technicians, parts, and service staff. * Experience in heavy equipment, fleet, automotive, or similar service environments preferred. * 10+ years of experience as a heavy equipment mechanic OR a degree in mechanical engineering preferred.

Responsibilities

The Customer Solutions Leader manages the end-to-end customer service experience and oversees the daily service workflow to ensure efficient job completion. This role acts as the primary liaison between customers, technicians, and parts departments to optimize shop productivity and revenue.