Team Lead, Technical Customer Support

ABOUT SOLENIS

Solenis is a leading global producer of specialty chemicals focused on partnering with water-intensive operations to solve complex water treatment, process improvement and hygiene challenges with advanced chemical and equipment solutions for consumer, industrial, institutional, food & beverage, and recreational pool and spa water markets.

The product portfolio of Solenis includes a broad array of water treatment chemistries, process aids, functional additives, and cleaners and disinfectants, as well as state-of-the-art monitoring and control 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, USA, the company has 69 manufacturing facilities strategically located around the globe and employs a team of over 16,100 professionals in 130 countries across six continents. Solenis has been recognized as a Best Managed Company for 4 consecutive years and was named as 2024 Best Managed Company Gold Standard Winner.

Responsibilities:

• Ensure fast and effective response to customer complaints across the service network, including engineers and service franchisees/distributors

• Drive team engagement and motivation to consistently achieve performance targets

• Provide comprehensive technical and commercial support to service franchisees/distributors, while ensuring sustainable ROI for partners

• Conduct technical training programs for service providers as well as customers to enhance product knowledge and service quality

• Perform regular service reviews with both service partners and customers to improve service delivery and satisfaction

• Achieve service revenue targets, including:

  • Annual Maintenance Contracts (AMC)
  • Consumables
  • Equipment services

• Ensure that repair costs under warranty and AMC remain within budgeted limits

• Provide regular feedback on machine and spare part performance, highlighting quality and reliability improvements

• Maintain and report service MIS metrics, including:

  • Response time
  • Warranty cost
  • AMC performance

• Ensure strict adherence to service processes, systems, and safety standards