Director of Global Service Training & Enablement

The Global Ascential Academy Lead is responsible for developing, commercializing, and scaling Ascential Care’s global training ecosystem for both internal employees and customers. This strategic leadership role owns the end-to-end lifecycle of training programs, including curriculum development, digital learning platforms, certification programs, performance measurement, and continuous improvement. The position serves as the central liaison between Service, Sales, Product, Engineering, and Digital teams to ensure training drives technician capability, operational excellence, customer success, service revenue growth, and recurring revenue opportunities. As a key leader within Ascential Care, the Global Ascential Academy Lead transforms training from a support function into a scalable, revenue-generating business offering while maintaining global consistency and regional adaptability.

• Develop, package, and position training offerings as commercial products and services.
• Create and manage certification programs, learning pathways, and subscription-based training models.
• Integrate training solutions into service contracts, aftermarket offerings, and customer lifecycle programs.
• Partner with Sales and leadership teams to support pricing strategies, value propositions, and bundled service offerings.
• Drive customer adoption of training as a standard component of the Ascential Care value proposition.
• Identify opportunities to expand training-based recurring revenue streams.

• Develop and execute the global Ascential Academy roadmap aligned with Ascential Care strategic objectives.
• Establish standardized learning architectures, certification frameworks, and role-based development pathways.
• Define training programs for technicians, service leaders, customers, and other key stakeholders.
• Prioritize training investments based on business impact, workforce development needs, revenue opportunities, and performance data.
• Ensure global consistency in training standards while supporting regional requirements and flexibility.
• Evaluate and continuously improve the Academy portfolio based on business outcomes and customer feedback.

• Lead the design, development, deployment, and maintenance of global training programs.
• Oversee instructional content creation through collaboration with subject matter experts and technical teams.
• Manage Learning Management System (LMS) deployment, administration, and optimization.
• Coordinate pilot programs, train-the-trainer initiatives, and large-scale rollouts.
• Collaborate with Service, Engineering, Product Management, Regional Leadership, and external partners to deliver effective learning solutions.
• Ensure training materials remain current, accurate, and aligned with evolving technologies and products.

• Own and continuously enhance the organization's learning technology ecosystem.
• Establish governance and best practices for LMS architecture, content management, and user experience.
• Drive integration of learning platforms with business systems, including CRM and service management tools.
• Lead adoption of AI-enabled learning technologies and knowledge management solutions.
• Implement automated processes for content development, certification management, learning recommendations, and learner engagement.
• Expand the use of video-based, multilingual, and on-demand learning resources to support a global audience.

• Establish and monitor key performance indicators (KPIs) and objectives linked to business outcomes.
• Measure and report the impact of training on service revenue, technician productivity, certification compliance, customer satisfaction, and operational performance.
• Develop dashboards and reporting tools leveraging LMS, CRM, and business intelligence data.
• Evaluate training return on investment (ROI) and provide recommendations for future investment and resource allocation.
• Present performance results, strategic initiatives, and improvement plans to executive leadership.

• Establish global standards for instructional design, certification requirements, training quality, and content governance.
• Develop processes for content review, approval, maintenance, and audit readiness.
• Create governance models supporting regional ownership while maintaining enterprise consistency.
• Ensure all learning assets are scalable, reusable, and aligned with organizational standards.
• Promote a culture of continuous learning, capability development, and knowledge sharing across the organization.

Qualifications