Technical Customer Service Lead

Diversey – A Solenis Company Diversey supports customers across a wide range of industries with innovative cleaning and hygiene technologies, including floor care machines, cleaning tools, and advanced chemical solutions for the Food & Beverage sector. As part of Solenis, we continue a century-long legacy of protecting what matters most: people, resources, and the planet. We are currently looking for an experienced Technical Customer Service Lead to drive superior customer experiences and operational excellence. Position Summary The TCS Lead plays a pivotal role in ensuring that Diversey delivers outstanding service to internal and external customers. This position is responsible for developing, implementing, and monitoring strategies that enhance service quality, improve customer satisfaction, and promote a culture of continuous improvement across all service channels. Key Responsibilities Manage the Dispensing and Dosing Engineers via Regional Engineering Managers Manage the Business Partner to achieve all Key Performance Indicators Review service issues an create solutions and strategies for Dispensing & Dosing and TASKI Analyze customer feedback, service metrics, and industry best practices to identify areas for improvement and recommend actionable solutions. Collaborate with cross-functional teams to streamline processes, resolve service challenges, and ensure alignment with company goals. Act as conduit between Shared Service Centre and UK & Ireland business Monitor service delivery performance through key performance indicators (KPIs) and prepare regular reports for management review. Manage and coordinate all rollouts to ensure excellence. Monitor stock levels and availability to maximise 1st time fix Manage all contractor relationships to ensure Diversey is the 1st choice to work with (invoicing, insurance, health and safety) Create reporting suite for all Global Strategic Accounts and National Accounts Qualifications Minimum of 3 years’ experience in a technical customer service, service quality, or process improvement role. Strong analytical and problem-solving skills with proficiency in data analysis and reporting tools. Excellent communication, interpersonal, and presentation abilities. Demonstrated ability to lead initiatives and influence stakeholders at all levels. Key Competencies Customer Focus Collaboration and Teamwork Continuous Improvement Results Orientation Adaptability Attention to Detail Emotional Intelligence We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you. At Diversey - Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits, and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, consider joining our team. Diversey - Solenis is proud to be an Equal Opportunity Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, and will not be discriminated against because of disability. At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation; comprehensive benefits, including medical, dental and vision insurance and a 401(k) plan; and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or in the field, consider joining our team. Solenis is proud to be an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or protected veteran status and will not be discriminated against on the basis of disability. Not seeing a role that best fits your career goals? Introduce yourself to our Talent Acquisition team with a brief note on how you believe you can best apply your skills and bring value to Solenis. Solenis is a leading global provider of water and hygiene solutions. The company’s product portfolio includes a broad array of water treatment chemistries, process aids, functional additives, cleaners, disinfectants, and state-of-the-art monitoring, control and delivery systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments. Headquartered in Wilmington, Delaware, the company has 78 manufacturing facilities strategically located around the globe and employs a team of over ~23000 professionals in >160 countries across six continents. Solenis is a 2025 Best Managed Company Gold Standard honoree. For additional information about Solenis, please visit www.solenis.com or follow us on social media.