Shop Team Leader
About The Position
ICM Solutions is seeking a hands-on, customer-focused Shop Team Leader to lead our Salt Lake City, UT shop service operations. This role is responsible for overseeing daily service activities, managing a team of technicians, and ensuring timely, high-quality service delivery. A key focus of this position is fostering clear, consistent communication—both within the team and with customers—to drive operational excellence and customer satisfaction. The ideal candidate will bring a strong background in service operations, team leadership, and a commitment to safety, collaboration, and proactive communication.
Requirements
- 3+ years of experience in service operations, preferably in Crushing/heavy equipment, industrial, or construction environments.
- Prior supervisory or team leadership experience required.
- Strong understanding of equipment service workflows, scheduling, and customer service best practices.
- Excellent communication and interpersonal skills, with the ability to lead teams, resolve conflicts, and build lasting customer relationships.
Responsibilities
- Supervise and support service technicians, promoting open communication and teamwork.
- Schedule and coordinate service work to ensure timely response and efficient resource utilization, while keeping all stakeholders informed.
- Monitor work order progress, ensure accurate documentation, and manage timely invoicing with clear communication to customers and internal teams.
- Maintain a strong safety culture by enforcing safety policies and actively communicating safety expectations and updates.
- Serve as the primary point of contact for customer service inquiries and escalations, ensuring prompt and professional communication.
- Manage technician training schedules and ensure completion of required certifications, with regular communication on progress and goals.
- Collaborate closely with parts, sales, and operations teams to ensure seamless service delivery through effective cross-functional communication.
- Track and report on service performance metrics, technician productivity, and customer satisfaction, sharing insights regularly with leadership.
- Manage an after-hours on-call rotation and respond to emergency service needs, maintaining clear communication protocols.
- Support continuous improvement initiatives and contribute to process optimization through feedback and transparent communication.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
11-50 employees
