Technical Customer Service Lead

Diversey; Indonesia; On-site; IDR 400,000,000 - 700,000,000; Full time

Job summary

Diversey, a Solenis Company, seeks a Technical Customer Service Manager to lead a nationwide team of technicians across Indonesia, ensuring safe, compliant, and high-quality service delivery across multiple industries.

This role emphasizes safety culture, regulatory compliance, training, and close collaboration with Sales, Operations, and HSE to support customer retention and growth. National travel is required.

Qualifications

• Proven experience leading technical or service teams across multiple locations.
• Strong understanding of Health, Safety, and Environment requirements.
• Experience driving safety culture and compliance in field teams.
• Excellent communication with technicians, customers, and stakeholders.
• Strong planning, prioritization, and execution skills.

Responsibilities

• Lead, develop, and supervise a nationwide team of technicians across Indonesia.
• Oversee installations, preventive maintenance, repairs, and refurbishments.
• Ensure adherence to technical service standards and HSE policies.
• Act as escalation point for complex issues and safety incidents.
• Collaborate with Sales, Operations, and HSE to support customer needs.

Skills

Team leadership

HSE knowledge

Safety culture

Communication

Planning & prioritization

Decision making

Problem solving

Stakeholder management

Travel readiness

Job description

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.

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

Solenis is committed to fostering an inclusive workplace and is proud to be an Equal Opportunity Aff…