Branch Service Supervisor

Description

ICM Solutions is seeking a hands-on, customer-focused Service Supervisor to lead our Salt Lake City, UT branch service operations. This role is responsible for overseeing daily service activities, managing a team of technicians, ensuring timely and high-quality service delivery, and maintaining strong relationships with customers. The ideal candidate will bring a strong background in service operations, team leadership, and a commitment to safety and customer satisfaction.

Duties & Responsibilities: 

• Supervise and support service technicians in both shop and field operations.
• Schedule and coordinate service work to ensure timely response and efficient resource utilization.
• Monitor work order progress, ensure accurate documentation, and manage timely invoicing.
• Maintain a strong safety culture by enforcing safety policies and participating in ICM’s safety programs.
• Serve as the primary point of contact for customer service inquiries and escalations.
• Ensure compliance with DOT regulations and company vehicle policies for field technicians.
• Manage technician training schedules and ensure completion of required certifications.
• Collaborate with parts, sales, and operations teams to ensure seamless service delivery.
• Track and report on service performance metrics, technician productivity, and customer satisfaction.
• Manage an after-hours on-call rotation and respond to emergency service needs as required.
• Support continuous improvement initiatives and contribute to process optimization.

Required Qualifications: 

• 3+ years of experience in service operations, preferably in 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.
• Proficient in Microsoft Office Suite (Outlook, Excel, Word); experience with service management software is a plus.
• Strong organizational and time management skills with attention to detail.
• Ability to lead by example, coach team members, and foster a positive work environment.
• Commitment to safety and familiarity with MSHA, OSHA and DOT compliance requirements.
• Must be insurable to operate a company vehicle.

Travel Requirements: 

• Occasional local travel to customer sites and other ICM branches as needed.

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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).