USI - Cruise Service Manager

Solenis•United States of America, Florida (Remote), FL

7d•$93,530 - $137,181•Remote

About The Position

The US Cruise Service Manager leads service delivery across cruise accounts, ensuring the installation, maintenance, and performance of Diversey equipment and hygiene programs onboard vessels. This role is responsible for SLA compliance, preventive maintenance by ship and deck, and delivering a consistent, high-quality customer experience. The position partners closely with Sales and customers to maintain strong relationships and drive continuous improvement.

Requirements

Bachelor’s in engineering or High school diploma with 10+ years of experience leading field service teams in hospitality, hotels, or cruise environments
Strong technical knowledge (mechanical, electrical, dosing systems)
Proven ability to manage customer relationships and SLA-driven operations
Proficient in MS Office; experience with service systems (e.g., Salesforce) is a plus
Ability to travel up to 75%, including ship assignments

Nice To Haves

Technical troubleshooting & problem solving
Strong communication and customer focus
Planning, organization, and execution
Team leadership and accountability

Responsibilities

Lead day-to-day service operations across assigned vessels, aligned with ship schedules
Ensure full compliance with SLAs and high customer satisfaction
Oversee equipment installation, maintenance, and troubleshooting.
Maintain preventive maintenance plans by ship and deck
Drive performance across key programs: Infection Prevention, Housekeeping, Food Service, Laundry, Water Treatment
Partner with Sales to support customer retention and growth
Manage service reporting, equipment and spare parts inventory, and case resolution.
Lead field teams and third-party providers, ensuring safe and consistent execution of SOPs
Drive continuous improvement and operational discipline