Senior Director, Services & Connected Platforms

• Own the full Services P&L including revenue margins cost structure and commercial policies.
• Define and lead a multi-year transformation strategy for Service that includes:
  • Field Service excellence
  • Connected preventive and predictive service offerings
  • Safety and compliance programs as customer value drivers
• Champion the Coats Attitude of grit agility and keeping work flowing across every service touchpoint.

• Drive the vision and execution for connected platforms that complement Coats equipment across the portfolio lifts compressors aligners tire changers balancers and inspection systems.
• Partner with R&D and IT to ensure scalable secure and customer-centric data architectures (edge and cloud) that support real-time insights and analytics.
• Lead development of customer-facing dashboards and portals that make data actionable enabling utilization optimization predictive maintenance uptime insights and compliance reporting.

• Own Field Service operations including:
  • Technician productivity and utilization
  • Dispatch and routing efficiency
  • Van inventory and parts readiness
  • Service level KPIs customer satisfaction and resolution times
• Expand Service capabilities to support emerging equipment categories ensuring Coats Service promise scales with product breadth.

• Elevate safety monitoring and compliance as strategic value propositions that help customers work safer and reduce incidents.
• Translate connected insights into monetizable services such as:
  • Predictive maintenance subscriptions
  • Safety monitoring packages
  • Utilization and productivity analytics services

• Work closely with Marketing to craft promotional strategies that position Coats Service and Connected solutions as essential to a High-Performing Shop.
• Partner with Product Marketing to incorporate connected and service-enabled value into all equipment portfolio narratives strengthening the Coats brands smart repair positioning.
• Support go-to-market campaigns customer education sales enablement content and ROI messaging that align with how Coats presents solutions to the market.

• Lead a distributed matrix Service organization aligned with regional Sales teams focused on customer outcomes and satisfaction.
• Collaborate across Customer Service Finance IT Operations R&D and Commercial functions to deliver consistent measurable business results.
• Represent Coats externally with key customers partners and industry forums.

• Bachelors degree in a relevant discipline (Engineering Business Operations); MBA or advanced degree preferred.
• 10 years of progressive leadership experience with P&L ownership in Service Operations or General Management roles.
• Proven track record transforming service organizations with connected technologies and digital platforms.

• Experience in automotive aftermarket industrial equipment or B2B service environments.
• Background with connected/IoT platforms predictive maintenance and service monetization.
• Experience with dispatch systems field service management platforms and data security best practices.

• Revenue Growth & Margin Expansion driven by expanded service offerings and connected subscriptions.
• Increased Equipment Uptime & Utilization
• Reduced Unplanned Downtime & Operating Costs through data-enabled service execution.
• High Customer Satisfaction (NPS/CSAT) across Field Service and Digital Service experiences.
• Elevated Brand Value through compelling Marketing and Product Marketing alignment that communicates connected service value.

The Coats Company is an equal opportunity employer that evaluates qualified applicants without regard to race color national origin religion ancestry sex (including pregnancy childbirth and related medical conditions) age marital status disability veteran status citizenship status sexual orientation gender identity or expression and other characteristics protected by law.