Director of Specialized Services

Carolina CAT - Construction•Charlotte, NC

71d•Onsite

About The Position

The Director of Specialized Services plays a key leadership role in advancing our company’s lean operating system and sustaining operational excellence across multiple high-impact service functions — including the Component Rebuild Center, Compact Construction Equipment Service, Hydraulics Express, and Technical Service departments. Reporting directly to the Vice President of Service, this role is responsible for driving safety, quality, efficiency, profitability and customer satisfaction through disciplined execution, structured problem-solving, and visual management. The Director will model and reinforce lean behaviors — ensuring standardized work, SQDC boards, and tiered accountability processes are consistently practiced across all service operations. This position also serves as a succession role within the organization, and candidates should demonstrate strong leadership capability, commitment to personal development, and potential for future advancement.

Requirements

Four Year College Degree or Ten+ years Product Support experience including three years of managerial responsibility.
Demonstrates creativity, ingenuity and inventiveness.
Has the ability to think outside current circumstances, develop new and effective solutions and also recognize unique opportunities.
Able to generate ideas, brainstorm, and conceive multiple solutions.
Excellent planning ability which ties corporate vision to all decisions.
Maintains a current knowledge and appreciation of all Product Support functions
Effectively delegate responsibility to others
Uncompromising integrity, moral values, ethics, honest, truthful and straightforward
Strong management skills, including motivating, change management, conflict resolution, performance enhancement, organizational, coordinating and project management skills
Microsoft Office (Word, Excel, Outlook and PowerPoint)
Strong experience with Operational Software (SAP, DBS, Uptake applications, Power BI, etc.) is a must
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
Ability to calculate figures and amounts such as discounts, interest, commissions, and proportions.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Responsibilities

Provide strategic direction and leadership for the Specialized Services team, ensuring alignment with the company’s Service growth, profitability, and customer loyalty objectives.
Partner closely with the VP of Service and cross-functional leaders in Sales, Rental, HR, IT, and FP&A to ensure seamless integration of processes and enterprise-wide collaboration.
Champion the company’s lean management system, ensuring standardized processes, visual controls, and problem-solving routines are embedded, sustained, and continuously reinforced.
Partner with EHS leadership and the Service Safety Manager to ensure all operations maintain compliance with regulatory and company safety standards.
Lead by example in promoting a safety-first culture, leveraging tools such as Job Safety Analysis (JSA), Near-Miss Reporting, and Stop Work Authority to identify and control risk.
Conduct layered safety checks, Gemba safety walks, and periodic safety stand-downs to reinforce safe behaviors, correct hazards, and strengthen workplace safety practices.
Collaborate with department leaders to ensure consistent execution of safe work procedures, contamination control measures, and environmental compliance across all Specialized Services departments.
Ensure all employees, leaders, and technicians receive proper safety training and are held accountable for maintaining a clean, organized, and hazard-free work environment.
Conduct regular Gemba walks to engage directly with front-line employees, verify adherence to standard work, and identify opportunities to sustain performance and eliminate waste.
Deploy and coach the use of visual management tools such as SQDC boards, tiered huddles, and KPI dashboards to drive clarity, communication, and accountability.
Facilitate and mentor structured problem-solving activities (Root Cause Analysis, 5 Whys, Fishbone, A3 Thinking) to maintain process stability and address recurring challenges.
Lead Kaizen events and Rapid Improvement Workshops (RIWs) targeting value streams such as work order flow, technician utilization, and parts coordination.
Collaborate with cross-functional teams to standardize best practices, maintain process control, and ensure performance consistency across all locations.
Sustain top-tier performance across key operational metrics, maintaining excellence in: Safety – Zero injuries and proactive risk management Quality – Minimal rework and defect rates Delivery – Consistent turnaround times and efficient work order flow Cost – Strong labor efficiency and disciplined cost control Engagement – High Employee Opinion Survey (EOS) results and technician satisfaction
Ensure that daily management routines—such as tiered huddles, Gemba walks, and KPI reviews—are executed consistently and aligned with our lean operating model.
Coach leaders and supervisors on standard work for leadership, reinforcing accountability, communication, and alignment with company goals.
Partner with the Training Department to sustain robust technical and leadership development programs that support career progression and workforce readiness.
Promote a culture of stability, consistency, and continuous discipline—where every employee understands standard work, visual management, and their role in maintaining excellence.
Utilize technology, data analytics, and digital tools to monitor performance trends, identify waste, and enable fact-based decision-making.
Lead the adoption and integration of new systems that enhance scheduling, work order management, and service efficiency across all Specialized Services operations.
Other duties as assigned.