Senior Director, Customer Solutions & Technical Service

Diversey • Wilmington, DE

22h

About The Position

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. The Senior Director of Customer Solutions & Technical Service is responsible for guiding Diversey’s U.S. field service organization and leading a team with a clear focus on delivering value to our customers and partnering with sales to drive a customer oriented and commercially focused team. This director ensures worldclass service delivery while enabling the team to identify customer needs, support revenue growth, and strengthen customer retention. This role oversees regional operations leaders and a national service workforce and will partner heavily with Sales, Sector Leadership, Commercial Excellence, Marketing, and Supply Chain. The Senior Director shapes the operating model, capabilities, and processes required to accelerate the existing growth and success that the team has achieved. The right candidate will have the experience and skills to direct a high impact customer value organization aligned to delivering customer value, Service Excellence and partnering closely with sales to grow the business.

Requirements

• Bachelor’s degree in Business, Operations, Engineering, or related field.
• 10+ years directing large teams (100+ employees).
• 10+ years experience collaborating closely with sales, service and commercial teams.
• Demonstrated success improving commercial performance and operational efficiency.
• Ability to travel up to 50%.

Nice To Haves

• Strong business and financial acumen including budgeting and cost-to-serve management.
• Proven change leadership, communication, and coaching capability.
• Experience in B2B chemicals, food service, retail, hospitality, or institutional environments.
• Familiarity with Salesforce tools and service workflows.
• Lean/Six Sigma or continuous improvement experience.

Responsibilities

• Leadership & Team Development Coach and develop Regional Managers and Field teams to drive a unified culture of service excellence and customer value. Advance talent capability across commercial engagement, service and application expertise. Reinforce a culture built on safety, accountability, customer impact, and continuous improvement. Champion change management, communication, and skill development programs ensuring employee adoption.
• Commercial Collaboration & Customer Value Creation Partner closely with Sales Managers, Key Account Teams, and Sectors to ensure service insights strengthen retention, renewals, and customer experience. Build service-focused commercial motions that align with the customers' needs and delivery value. Ensure service teams identify needs and create visibility for Sales. Represent the service function in QBRs, strategic customer reviews, and performance improvement planning. Introduce new behaviors, tools, dashboards, and processes that elevate the organization’s commercial acumen without compromising its technical identity.
• Service Excellence & Operational Execution Improve field performance metrics and align with commercial goals for the organization to deliver profitable growth. Partner with sales to oversee national equipment rollouts, multi-site implementations, and complex service projects. Ensure consistent delivery against SOPs, SLAs, and customer expectations across all regions for customer loyalty and retention improvement Elevate operational discipline, route density, and utilization across the field service network.
• Financial Management & Performance Accountability Contribute to GM$ expansion by improving attachment rates, renewals, route density, and service-led efficiency. Own service budget performance, cost to serve vs Net Sales, fleet and asset cost management, and SG&A productivity. Use data to identify performance gaps and cost improvement opportunities. Maintain strong compliance with safety, regulatory standards, and company policies.

Benefits

• Comprehensive benefits package, including medical, dental and vision coverage available from day one
• Leadership opportunities
• Paid time off and holidays
• 401(k) with matching

What This Job Offers

• Job Type: Full-time
• Career Level: Director