Job Specifications
Based in LaVergne, TN (HQ)
Keep Work Flowing — Across the Shop and Beyond
At Coats, we build the technologies and services that keep automotive shops running — keeping people moving and technology turning. Our full-shop portfolio of tire changers, wheel balancers, aligners, lifts, inspection systems, and compressed air solutions are engineered for safety, durability, and real-world productivity. Our Coats Connect service network backs every system with top-tier support, OEM parts, and hands-on & remote coaching — the backbone of world-class serviceability.
To accelerate our evolution in connected services and field operations, we are seeking a Senior Director, Services & Connected Platforms — a strategic and operational leader who will transform Coats’ Service organization into a data-enabled, productivity-driven, multi-offerings engine that delivers measurable customer value and commercial growth.
Role Summary
This is a senior, P&L-owning, cross-functional leadership role responsible for shaping, scaling, and operating Coats’ end-to-end Service organization — including Field Service, Connected & Digital Services, Spare Parts, Dispatch modernization, and Service-enabled commercial offerings. The role leads a matrixed team aligned with the Sales organization and commercial strategy, and collaborates closely with Marketing and Product Marketing to elevate Coats’ connected solutions across the brand and equipment portfolio.
The Senior Director will build on Coats’ legacy of service that shows up by expanding our connected services, predictive insights, safety & compliance platforms, and customer-facing tools that maximize uptime and shop productivity. This role is both strategic and hands-on, operating at the intersection of Service, Technology, Operations, and Go-to-Market.
Key Responsibilities
Service Business Leadership & Strategy
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
Utilization and productivity offerings powered by equipment data
Safety and compliance programs as customer value drivers
Champion the Coats Attitude of grit, agility, and keeping work flowing across every service touchpoint.
Connected Platforms & Data-Enabled Services
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
Field Service Operations & Optimization
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
Safety & Monetizable Service Offerings
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
Marketing & Product Marketing Partnership
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 brand’s 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.
Cross-Functional Leadership
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
Qualifications
Required
Bachelor’s 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
Preferred
Experience in automotive aftermarket, industrial equipmen