Solution Support Manager

Position Summary

Lead the Aftermarket Solutions Support function by managing a team and overseeing key account support, solution delivery, and customer experience initiatives through the Guardian Program, parts, and modification channels. This role focuses on delivering innovative, customer-centric solutions and continuously improving operational efficiency.

Duties and Responsibilities

• Lead, coach, and develop Solution Support Specialist(s).
• Manage aftermarket account strategy and execution across assigned customer base.
• Build and maintain strategic relationships with key accounts and stakeholders.
• Oversee the creation and implementation of plant-specific service plans.
• Drive adoption and sales of Weber Inc.s Guardian Program; ensure high-quality quoting and proposal delivery.
• Collaborate with cross-functional departments such as Sales, Service, Engineering, and Product Management.
• Build and execute Guardian Plans.
• Lead process improvements related to optimization audits and service delivery.
• Maintain accurate and timely account data in Salesforce CRM; ensure team compliance.
• Monitor and ensure team achievement of Aftermarket revenue and performance targets.
• Provide regular reporting on key metrics, trends, and opportunities for growth.
• Lead or support key projects as assigned by the Director of Operations.
• Duties as assigned

Required Skills and Abilities

• Strong leadership, mentoring, and team development skills.
• Proven ability to manage customer expectations and deliver technical solutions.
• High emotional intelligence with excellent interpersonal and communication skills.
• Technical aptitude in capital equipment and industrial services.
• Ability to read technical documents and translate them into actionable plans.
• Competent in Microsoft Office and Salesforce (or comparable CRM).

Education and Experience

• Bachelors Degree in Business, Engineering, or related field preferred;
• 5+ years of experience in aftermarket services, technical sales, or capital equipment support.
• 2+ years in a leadership or managerial role.
• Proven experience in managing complex customer relationships and projects.
• Preferred protein plant experience, SAP, planning and vendor management.

Other Requirements

• Current valid U.S. drivers license
• Valid U.S. passport or have the ability to obtain one.
• Must have the ability to frequently travel within North America and Germany

Position Type:

Full Time

Classification:

Exempt

Travel Requirements:

Minimum 50%

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.