Keith MacGregor

• Lead continuous improvement initiatives to enhance performance, productivity, efficiency, and quality in modular building manufacturing and construction site fabrication (engineer-to-order), employing Lean Manufacturing and Lean Construction principles.

• Develop detailed operational reports based on site observations, identifying current state activities and recommending process improvement projects using Lean tools, including A3 (PDCA), 5S, and Kanban.

• Lead the initiative to achieve B Corp certification, aligning business practices with social and environmental impact standards.

• Contribute to the development of the BuiltESG division, participating in relevant trainings, certifications, events, and conferences to expand and refine service offerings.

• Coordinate service schedules for maintenance, testing, and inspections of fire alarm and intercom systems, ensuring compliance with safety regulations and customer agreements.

• Manage service requests from clients, addressing inquiries related to fire alarm and intercom systems, troubleshooting issues, and dispatching technicians as needed.

• Oversee parts inventory for fire alarm and intercom systems, ensuring that necessary components and equipment are available for timely repairs and maintenance.

• Support client relationships by providing prompt communication, scheduling follow-ups, and addressing needs related to fire alarm and intercom systems, contributing to high customer satisfaction.

• Assist with billing and invoicing for services performed on fire alarm and intercom systems, ensuring accuracy and timely processing.

• Oversee daily operations of the service team across North America, Europe, and Asia, ensuring seamless performance and alignment across regions.

• Enhance customer satisfaction (NPI) by implementing continuous improvements across key customer touchpoints, from digital communications to product documentation.

• Manage customer feedback, SLA compliance, and warranty claims, actively assessing and mitigating service risks.

• Position the service team as a strategic asset for the sales department, supporting new business acquisition.

• Drive continuous improvement in service procedures, leading to enhanced customer experience.

• Act as the voice of the customer, advocating for cross-departmental improvements based on customer insights.

• Maintain and grow service revenue to over $700,000 annually through parts and service offerings.

• Collaborate cross-functionally with Sales, Marketing, Design, Engineering, and Production on continuous process and procedure improvement initiatives, applying relevant safety standards to enhance product and service offerings.

• Implement and oversee the quality management system, including voice of the customer and risk assessment processes.

• Achieved successful certification in three major Quality Standards: ISO9001:2015, EN1090, and CWB Division 2.

• Identify and manage applicable safety standards across global business locations, including North America, Asia, Europe, Australia, and the Middle East.

• “Super-User” for CRM (SalesForce) implementation in the technical support group, providing guidance and expertise during the transition.

• Managed a team of technicians and inspectors to ensure adherence to product requirements.

• Identified production deviations from quality standards, addressing root causes to improve consistency.

• Trained and developed team members to foster professional growth and skill advancement.

• Delivered quality control reports to internal departments and external vendors for contract evaluations.

• Led onboarding processes, interviewing, selecting, and training new quality assurance personnel.

• Held decision-making authority for quality systems, procedures, and policy influences.

• Played an integral role in vendor selection and retention, using vendor scorecards and auditing processes.

• Implemented internal systems testing protocols to enhance quality assurance.

• Achieved the company’s first European Safety Standard Certification (EN 1176), elevating product conformity.

• Develop and implement procedures for inspecting, testing, and evaluating product quality to meet company standards.

• Monitor production operations to ensure compliance with quality standards, recommending adjustments to assembly or production processes as needed.

• Established the company’s first written processes and procedures, creating a structured foundation for quality management.

• Initiated new communication channels with sellers and suppliers to clarify and uphold quality expectations.

• Collaborated with engineering to update manufacturing drawings, incorporating realistic dimensional tolerances.

• Redefined quality culture, shifting from a “police/inspector” role to fostering a principle that quality is everyone’s responsibility.

• Processed customer orders, exchanges, and returns, keeping customers informed about progress.

• Scheduled logistics for global product and service deliveries, ensuring timely and efficient operations.