Director of Guardian Services

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; and
• A 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 Germany

Position 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.