Technical Customer Service Lead

About us

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 for Food & Beverage industry.

As an employee

At Diversey, we have a culture with focus on diversity, inclusion, well-being, flexibility and orderliness - where we respect each other, where we as a company have employed the whole person, and where there is room for and understanding of the whole person. We value the great importance of a good social environment, and we prioritize a safe working environment where you can feel safe and comfortable. Employee satisfaction and engagement is very important to us - we want to make sure that you develop and stay with us for many years.

About the Role

The Technical Customer Service Manager is responsible for leading, developing, and overseeing a nationwide team of technicians across Indonesia, ensuring safe, compliant, and high-quality technical service delivery across multiple industries. This role combines people leadership, technical governance, customer engagement, and operational excellence, with a strong focus on Health, Safety, and Environment (HSE) compliance.

The Technical Customer Service Manager plays a critical role in driving a strong safety culture, ensuring all technical activities comply with company policies, local regulations, and industry standards while supporting key sectors including Retail, Food Service, Inflight Catering, Hospitality, Healthcare, Distribution, and Building Service Contractors (BSC).

Key Responsibilities

Leadership & Team Management

• Lead, coach, and develop a nationwide team of technicians, ensuring high performance, engagement, and accountability

• Set clear expectations, monitor performance, and provide regular technical and safety-related guidance

• Ensure technicians are properly trained, certified, and competent to perform their roles safely and effectively

• Support workforce planning, onboarding, and ongoing capability development

• Technical & Service Excellence

• Oversee installations, preventative maintenance, repairs, and equipment refurbishments

• Ensure consistent execution of technical service standards and best practices across all regions

• Act as the escalation point for complex technical issues, safety incidents, and critical customer situations

• Ensure accurate management of Safety Data Sheets (SDS), Field Test Kits, and service tools

Health, Safety & Environment (HSE) Compliance

• Lead and promote a strong Health, Safety, and Environment culture across the technical organization

• Ensure full compliance with HSE policies, local regulations, customer site requirements, and industry standards

• Review risk assessments, method statements, and permits to work prior to technical activities

• Investigate incidents, near misses, and non-compliances, implementing corrective and preventive actions

• Ensure technicians use appropriate PPE and follow safe work procedures at all times

• Support audits, inspections, and HSE reporting requirements

Customer & Stakeholder Management

• Build and maintain strong relationships with key customers.

• Support major customer visits, audits, and new store rollout projects

• Ensure customer complaints, technical issues, and safety concerns are addressed within agreed timelines

• Collaborate closely with Sales, Operations, and HSE teams to support customer retention and growth

Training & Capability Building

• Oversee technical, product, and HSE training programs for technicians and customers

• Ensure proper documentation, installation sign-offs, onboarding, and safety records are completed

• Deliver or coordinate advanced technical and product application training when required

Requirements

• Proven experience leading technical or service teams across multiple locations

• Strong technical background with a solid understanding of Health, Safety, and Environment requirements

• Demonstrated ability to drive safety culture and compliance in field-based teams

• Strong planning, prioritization, and execution skills

• Confident decision-maker with sound problem-solving capabilities

• Excellent communication skills across technicians, customers, and internal stakeholders

• Collaborative, hands-on leader who builds trust and accountability

• Willing and able to travel nationally

We understand that not every candidate will possess every desired qualification listed above. If your experience varies from our outlined requirements, yet you believe you can bring value to the role, we encourage you to apply and share your unique perspective with us.

We recognize that our people are our greatest asset. We offer attractive compensation, comprehensive benefits, and abundant opportunities for professional growth and development. If you're passionate about working for a world-class company and enjoy tackling complex challenges, we invite you to consider joining our team.

Solenis is committed to fostering an inclusive workplace and is proud to be an Equal Opportunity Affirmative Action Employer. We value diversity and do not discriminate on the basis of age, race, color, religion, sex, sexual orientation, gender identity, national origin, or disability status.