Customer Solutions Leader

Faris Machinery • Grand Junction, CO

2d

About The Position

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. This role requires adaptability and a willingness to support other branch responsibilities as necessary to meet customer and business needs.

Requirements

• 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.
• 10+ years of experience as a heavy equipment mechanic OR a degree in mechanical engineering preferred.

Nice To Haves

• Experience in heavy equipment, fleet, automotive, or similar service environments preferred.

Responsibilities

• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree