Job Title :
Director of Guardian Services
Department
Customer Experience
Reports to :
Senior Director of Customer Experience
Supervisory Responsibilities :
As Assigned
Position Summary :
Responsible for the strategic execution of all Proactive Guardian offerings, including but not limited to Customer Trainings, Preventative Maintenance (PM) Programs, Optimizations, Digital Products, Tactical Creation & Execution Additionally, this role oversees all internal training efforts and trainers , including onboard new technical staff (FSTs, Technical Leadership, PJMs, Engineers, etc.), as well as the Customer Service & Parts Response team , ensuring effective customer engagement and timely resolution of parts-related inquiries.
Responsibilities
- Own and execute the Parts and Guardian Services Revenue Budget, ensuring financial targets are met.
- Oversee the Customer Service & Parts Response team, ensuring high-quality service and issue resolution.
- Develop and manage the Parts Lifecycle Strategy in coordination with Factory Headquarters.
- Define and execute the Parts Pricing Strategy and Campaigns to optimize market positioning.
- Manage Parts Bonus Programs, including review, approval, and performance tracking.
- Lead and develop the Guardian Team, ensuring growth and operational excellence.
- Drive the Plan for Your Plant initiative, ensuring customized solutions for customers.
- Collaborate with Sales & Vertical Leadership to reinforce the value proposition of Guardian offerings.
- Serve as the Salesforce Expert for Aftermarket Offerings, establishing and standardizing processes, objects and workflows.
- Represent Aftermarket Services in Weber Inc. Quote Validation Meetings.
- Work with cross-functional teams including Logistics, Project Management, Engineering, and Technical Leadership to execute training and team development strategies.
- Align with Weber Academy on Weber Inc.'s LMS (Learning Management System), ensuring continuous development of training content, managing customer assigned content on a per program basis.
- Co-manage Perfect Portion Rating (PPR) initiatives to strengthen overall intimacy within customer base.
- Drive Aftermarket Campaign Development and Execution for sustained revenue growth.
- Support industry events such as trade shows, seminars, and customer engagements to increase brand visibility.
- Perform other duties as assigned.
Tasks
Review and approve budget forecasts, tracking actual performance vs. targets.Monitor customer service response times and resolution rates, ensuring best-in-class service.Analyze parts lifecycle data, working with headquarters to adjust strategies as needed.Implement pricing strategies, ensuring alignment with market conditions and customer needs.Track and manage parts-related incentive programs for internal teams.Conduct performance evaluations and career development plans for Guardian Team members.With Academy, manage the prioritization of training content and ensure delivery methods for customers' trainings are in place and on target.Ensure accurate and up-to-date Salesforce data, providing reports and insights to leadership.Participate in cross-functional meetings to align training and aftermarket initiatives.Create and distribute marketing materials and playbooks for sales and Guardian offerings.Engage in customer feedback loops, gathering insights to refine services and offerings.Track participation and effectiveness of Aftermarket campaigns, adjusting as needed.Ensure that coordination with the logistics team is in place for training sessions, trade shows, and industry events.Goals
Revenue Growth : Achieve target % increase in Parts and Guardian Services revenue year-over-year.Customer Satisfaction : Maintain a targeted customer satisfaction rating for service and parts response.Customer Service Efficiency : Ensure 99% same-day ship rate and that 95% of customer inquiries through the Customer Service & Parts Response team are resolved within 24 hours .Training Effectiveness : Increase participation in internal training by a target% year-over-year and maintain a 90 % training effectiveness score.Salesforce Utilization : Ensure 100% compliance with standardized processes for Aftermarket Offerings in Salesforce.Campaign Success : Deliver on a targeted number of major Aftermarket campaigns per year , alignedwith a targeted conversion rate year-over-year.LMS Development : Expand Weber Inc. LMS content library by a targeted% year over year.Required Skills and Abilities
Prior experience with customer relations and servicing capital equipment.Excellent interpersonal skills.Excellent communication skills - written and verbal.Ability to effectively respond to questions from customers, associates, and the general public.Ability to read and interpret documents such as manuals and maintenance instructions.Ability to author training materials.Must have strong public speaking skills.Comprehensive knowledge of computers including MS Windows / MS Office (Word / Excel / PowerPoint) software.Ability to work with spreadsheets, and the Internet.Able to create legible and effective training presentation documents and training plans.Education and Experience
Prefer associate's degree (A.A.) or equivalent from 2-year college or technical school; andA minimum of 5 years previous experience in a similar position.Must possess demonstrated technical aptitude.Other Requirements
Current valid U.S. driver's license.Valid U.S. passport or have the ability to obtain one.Must have the ability to travel within North America and GermanyPosition Type : Full Time
Classification : Exempt
Travel Requirements :
Up to 25%
Behavior Standard
Maintain a positive work atmosphere by acting and communicating in a respectful manner to get along with customers, co-workers and management. Always strive to provide the Perfect Portion.
