Customer Solutions Leader

Customer Solutions Leader – Heavy Equipment Solutions Colorado Springs, CO Heavy Equipment | Construction | Infrastructure Service Leadership | Customer Experience | Execution Excellence Drive Results. Build Trust. Own Service Execution. Faris Machinery is seeking a Customer Solutions Leader to own service execution and customer experience at our Colorado Springs branch. This is not a traditional Service Advisor role — and it's not a back‐office admin position. This is a front‐line execution leadership role for someone who thrives at the intersection of customers, technicians, and real-world problem solving, and who wants the authority to make decisions that actually move work forward. What This Role Is The single point of accountability for service execution The traffic cop for shop and field service work The professional face of service to customers A role with real decision authority, not just responsibility You will own work‐in‐process (WIP), customer communication, job prioritization, and execution flow, working closely with technicians, inside parts, outside sales, and the Market Leader. What You'll Do Customer Experience & Communication Serve as the primary contact from first service request through job completion Set clear expectations up front on scope, timing, and cost Translate technical findings into clear, customer‐friendly recommendations Build trust through disciplined follow‐up and professional communication Service Workflow & Execution Own daily service workflow across shop and field technicians Prioritize and sequence work to protect customer commitments and margins Act as the de facto dispatcher for field service activity Monitor estimate aging, approvals, and job status to prevent stalled work Lead brief daily service huddles to align priorities and surface issues early Execution Leadership Provide day‐to‐day execution leadership without micromanaging technicians Reinforce best practices for documentation, estimating, and communication Escalate issues appropriately — no heroics, no chasing Billing, warranty, invoicing, and inventory are handled by our centralized Denver operations team, so you can focus on execution, not paperwork. Decision Authority You have authority to: Prioritize shop vs. field work Assign technicians to jobs Set and communicate service timelines Approve work readiness before dispatch Escalate customer or scope issues to the Market Leader You do not own billing, warranty processing, or inventory control — those are centralized by design. What Success Looks Like Customers know exactly what's happening with their equipment Work moves with minimal aging or rework Technicians spend time turning wrenches, not waiting on decisions Estimates are accurate, approved, and defended professionally Service and parts margins are protected The branch earns the right to grow Who Thrives in This Role You'll thrive here if you are: A senior Service Advisor, Coordinator, or Lead who wants real authority Comfortable setting boundaries and having direct, professional customer conversations Strong in prioritization, not just multitasking Grounded in the realities of heavy equipment service and field work Motivated by execution, clarity, and outcomes — not titles Qualifications Proven experience in a senior service, service coordination, or execution role Strong communication and organizational skills Solid understanding of service workflows, estimating, and technician utilization Experience in heavy equipment, fleet, construction, or industrial service preferred 10+ years of heavy equipment service experience or equivalent technical leadership experience strongly preferred Why Faris Machinery Since 1953, Faris Machinery has partnered with contractors and municipalities to keep fleets productive, reliable, and profitable. We are a family‐owned company with a strong reputation — building a modern, disciplined service organization focused on execution excellence and long‐term customer relationships. Equal Opportunity Employer We value diversity and are committed to creating an inclusive environment. Veterans and service members are strongly encouraged to apply.