A.W. Chesterton Company · 12 hours ago
Director, North America Service Center Operations
USA
Full-time
Hybrid
Director/Executive
$170K/yr - $180K/yr
10+ years expA.W. Chesterton Company is focused on providing the best customer experience in their operations. The Director of North America Service Center Operations will oversee all operational aspects of service center locations, develop strategies for performance improvement, and collaborate with sales to enhance customer satisfaction.
IndustrialIndustrial ManufacturingMachinery ManufacturingManufacturing
Responsibilities
Support the Executive Committee in creating a company-wide customer focus culture by engaging with customers to establish insights regarding how Chesterton can consistently provide the best customer experience on the planet
Develop and deploy the Global Operations Annual Strategy Deployment model to include:
Service Center Plan-to-Win Strategies
SQDIP Performance Metric Targets
Defined Cadence of Accountability
Work in collaboration with sales and marketing leadership to align operation Plan-to-Win strategies with sales growth plans and go to market strategies to ensure operations delivers the best customer experience on the planet
In partnership with the financial organization, routinely evaluate service center business data, including but not limited to, sales revenue, product cost and operating expenses pursuit of maximizing operating profit
Oversee and ensure the effective implementation of the Chesterton Operating System (COS)
Utilize insights and key leading indicators to prioritize areas for improvement and engage with cross functional Value Stream Leaders to ensure proper actions are deployed to secure improved operational performance results
Support the establishment of capable teams and work with functional and cross-functional Value Stream Leaders to ensure adequate protection and advancement of institutional talent
Develop plans to identify clear waste reductions initiatives (Lean Principles) are deployed to secure improvements related to efficiency and cost reduction
Develop, in alignment with global directives, effective safety practices to ensure the health and safety of Chesterton employees is always protected
Develop an Operations Service Center succession planning model to ensure proper depth and coverage for critical operational positions
Review process and information flow patterns to optimize efficiencies to generate improved speed to market capabilities
Constantly protect the Chesterton Brand by ensuring product and service quality is never compromised
Ultimate responsibility for all Service Center SQDIP performance results
Participate in Global Operations SQDIP Performance Cadence of Accountability
Seek opportunities to advance Chesterton product and process innovation offerings by sharing ideas, risks, and capabilities
Executes all aspects of the Chesterton Certified Seal Repair Program Protocol and leverages labor support from additional organizational entities to ensure timing completion of associated protocol activities, i.e., Audits
Execution of pump repair orders
Seal Repair and Reporting (Seal Failure Analysis and Warrant Evaluation Requires North America Innovation Engineering Support)
Delivery of the Seal Repair Certification Program
Assembly/Sub Assembly Functionality (As Defined in the Annual Global Footprint Strategy)
Qualification
Required
Bachelor's Degree required
10 - 15 years' experience in operations support, preferably as a Manager or Leader for a manufacturing business within a fast-paced and competitive environment
Direct leadership experience with diverse customer facing teams
Significant leadership and change management experience
Strong customer focus and passion for delivering quality to the customer
Track record of driving operational improvement
Analytic, creative and business focused problem solver
Strong influencing skills and ability to gain buy-in for initiatives
Exceptional Balance Sheet Discipline with a preference in controlling costs by eliminating waste
Passion to drive customer success and focus on creating new value for the customer
Proven experience in operations and problem-solving effectiveness
Solid analytical skills and demonstrated ability to use data to drive decision making. Able to define problems, collect data, establish facts, and draw valid conclusions
Excellent interpersonal skills, capable of motivating and influencing teams and individuals; ability to work effectively and collaboratively with diverse global teams
Strategic Planning to ensure an exceptional customer experience is provided
Effective leadership that results in a safe and profitable service operation that provides the best customer experience on the planet
Leadership – ability to formulate and communicate direction, mobilize and engage a team
Change management – ability to communicate a need for change, create all necessary conditions for a successful change and overcome various forms of resistance. Track record of delivering meaningful change and improvements in customer experience functions
Coaching – ability to coach people to develop their skills and abilities to achieve objectives
Meticulous attention to detail, service-driven sense of urgency, with a follow-through and follow-up mentality
Excellent written and verbal communication skills and solid attention to detail. Ability to communicate effectively with cross functional teams within the organization as well as the ability to communicate effectively with customers at all levels of the organization
Validated experience within a Service Center Operation or within a Manufacturing Operation
Ability to travel to a variety of North America Service Center locations
Preferred
Understanding of 8D problem solving methodology
Ability to learn new products and evaluation techniques
Benefits
Hired applicants may be eligible for additional incentive compensation depending on the level and or function of the position which will be discussed with the candidate prior to formal interview.
Company
A.W. Chesterton Company
Chesterton is a manufacturer of industrial fluid sealing systems, protective coatings performance industrial lubricants and MRO chemicals.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
A
Andrew Chesterton
President & Chief Executive Officer
Recent News
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