About

• Description
• 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.

• Responsibilities and Duties
• 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.

• 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.
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• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).