At Diversey - a Solenis Company, we are the pioneer, the facilitator of our clients in a wide range of industries around the globe. We do this with our revolutionary cleaning and hygiene technologies - such as floor care machines, cleaning tools & utensils, and chemicals across healthcare, food & beverage, hospitality, and more. Now part of Solenis, we continue to lead global markets with sustainable, science-driven products. We’re proud to be recognized as a 2025 Best Managed Company for the five-year running—reflecting our dedication to excellence, innovation, and market leadership.
What You’ll Do:
As the Technical Customer Support Team Lead (TCS Lead), you will lead the technical service function and manage after-sales service operations, ensuring exceptional customer support and sustainable service business growth. This role combines team leadership, service strategy development, and operational excellence, with a strong focus on customer satisfaction and revenue generation.
Responsibilities:
Service Strategy & Business Growth
Develop and implement effective service strategies and profitable business models aligned with evolving market needs.
Identify and develop new markets for after-sales and service business.
Generate agreed service revenue through warranty management, service contracts, and spares sales.
Support marketing in launching new equipment by ensuring technical readiness and service capability.
Customer Support & Operational Excellence
Ensure customer calls are responded to and resolved within agreed SLAs.
Deliver high-quality, prompt service via internal teams, service franchisees, or distributors, ensuring customer delight.
Oversee field service operations, including installation, maintenance, and troubleshooting of electro-mechanical equipment.
Ensure proper warranty administration while keeping warranty costs under control.
Team & Vendor Management
Lead, coach, and develop the TCS team and third-party service providers to ensure high performance.
Maintain strong relationships with service providers and ensure decent ROI to support retention.
Ensure the team strictly follows safety processes, aiming for zero accidents.
Process & Performance Management
Develop and implement robust systems for field service, warranty claims, TCS administration, spares management, and service reporting.
Coordinate with Supply Chain to maintain optimal spares inventory for service providers and technicians.
Regularly review TCS and Sales team performance, resolve operational challenges, and foster continuous improvement.
Maintain operational costs within agreed budgets.
Requirements:
Bachelor’s Degree in Mechanical or Electrical Engineering (B.E.)
Minimum 10 years of progressive experience in technical service or after-sales support, ideally in electro-mechanical equipment, hygiene solutions, or industrial/cleaning systems.
Proven experience in service business development, team management, and 3rd-party/vendor management.
Strong customer orientation, problem-solving, and interpersonal skills
Experience in service selling and revenue generation is an advantage
Team player with high patience, leadership ability, and focus on operational excellence
Some Benefits of Working with Us:
Competitive salary and bonuses
Competitive health + wellness benefit plan
Continuous professional development with many opportunities for growth
Provident fund
Hybrid work arrangement
We understand that candidates will not meet every single desired job requirement. If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you.
An outstanding opportunity to lead and develop your career within a dynamic, high-growth organization.
At Diversey - a Solenis Company, we understand that our greatest asset is our people. That is why we offer competitive compensation, 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.