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**