Coats

Senior Director, Services & Connected Platforms

LaVergne, TN - Full Time

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 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.
What Success Looks Like
  • Revenue Growth & Margin Expansion driven by expanded service offerings and connected subscriptions.
  • Increased Equipment Uptime & Utilization powered by predictive analytics and workflow optimization.
  • 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.
At Coats, we don’t just build equipment — we build the solutions that keep work flowing, day after day. This role is your chance to shape the future of service at a company with deep roots in the industry and an ambitious vision for what comes next.
 

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.

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