Director of Service Excellence - Pattons

About Us

Since 1945, Pattons has supplied the most efficient, reliable, and technologically advanced air compressor systems to industries throughout the Southeast. We joined the ELGi Equipments Ltd. family of companies in 2012 with ambitions for dramatic growth. By investing in talent and technology, we are poised for significant expansion and deeper penetration into the markets we serve throughout North America and around the globe.

The key to our unsurpassed reputation for quality and service is our team members' ongoing dedication and talent. Our continuous pursuit of excellence includes providing competitive compensation packages, comprehensive benefits, professional development, and challenging growth opportunities to our valued team members.

About the Opportunity

The Director of Service Excellence is responsible for providing leadership and guidance to the customer facing service teams and their customers within the Pattons geographic footprint. This critically important role will support the achievement of all operational and commercial business objectives by ensuring end user value and customer service initiatives are met. This position is responsible for developing and executing a go to market strategy that leans on the pillar of best-in-class service delivery. This role will serve as a senior point of escalation within the Pattons service business, will drive key initiatives, and act as a change agent to create synergies between the branch locations.

As Director of Service Excellence, you will:

• Develop and lead the service delivery model for Pattons
• Coach and develop a highly effective service team comprised of Operations Leaders, Service Managers, Field Service Technicians, and Service Coordinators
• Develop and manage continuous improvement plans that drive operational efficiencies
• Create an environment of teamwork and synergy between the branch locations
• Develop KPIs and operational metrics to drive year over year revenue growth, margin expansion, and operational excellence
• Maintain and grow existing service customer base within the region
• Develop strong relationships with both internal and external stakeholders
• Drive change while leveraging lean principles in regards to service execution metrics (current and future state)
• Create mapping to enhance current processes
• Develop training program for field service technicians
• Work in concert with EHS Leader to drive best in class safety program
• Become a key stakeholder and driver of new ERP system and service delivery technology

About You

The Director of Service Excellence opportunity may be a match for you if you have the following required qualifications:

• Bachelors' degree in Business Management, Engineering, Industrial Science or related field
• 10 years' experience working in fast paced customer facing technical service delivery business
• Strong technical product, and multi-industry knowledge including multi-location management experience
• Experience leveraging technology within a service business to drive change management

The Director of Service Excellence opportunity may be an ideal match for you if you also have the following qualifications:

• 10 years' leadership experience within compressed air industry