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.