Tech Sales Support Analyst III

Solenis LLC; California (MO); On-site; USD 75,000 - 107,000; Full time

Job summary

A leading global producer of specialty chemicals is seeking an Operations Service Excellence Manager. This role focuses on fostering safety, customer focus, and operational excellence within the Field Service team. Responsibilities include developing team competencies, ensuring service quality, and driving efficiency through streamlined systems. The position offers exciting travel opportunities and requires strong leadership and communication skills.

Benefits

Comprehensive benefits including medical, dental, and vision

401(k) with matching

Paid time off

Learning and development opportunities

Qualifications

• Strong knowledge of field service operations and SOPs.
• Proven ability to lead through ambiguity and prioritize high-impact outcomes.

Responsibilities

• Serve as a trusted advisor and technical expert for team alignment.
• Champion the use of SOPs for efficient service.
• Develop and maintain a structured onboarding and training roadmap for Field Technicians.

Skills

Coaching

Mentoring

Communication

Organizational Skills

Troubleshooting

Job description

Solenis is a leading global producer of specialty chemicals focused on delivering sustainable solutions for water-intensive industries, including consumer, industrial, institutional, food and beverage, and pool and spa water markets. Owned by Platinum Equity, the company's product portfolio 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, 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 is a 2024 US Best Managed Company, recognized fouryears in a row. For more information about Solenis, please visit www.solenis.com.

POSITION SUMMARY:

The Operations Service Excellence Manager (OEX) plays a critical role in fostering a culture of safety, customer focus, continuous learning, and operational excellence within the Field Service team. This position ensures that team members consistently focus on doing the right things for our customers and the business (effectiveness), while also driving efficiency through streamlined systems, SOPs, and effective application of our technologies.

The OEX must be proficient in all relevant applications and dosing equipment and is expected to serve as a Subject Matter Champion in key areas designated by the OEX Team Leader. A core focus of the role is to develop and strengthen the competencies of Territory Account Specialists (TASs) to support and service customers across the assigned territory.

WHAT YOU'LL DO:

Customer & Business Effectiveness

• Serve as a trusted advisor and technical expert to ensure team alignment with customer needs and business goals.

• Lead with a customer-first mindset, ensuring service quality, responsiveness, and alignment with strategic priorities.

• Support sales initiatives, trials, and rollouts by providing pre-rollout planning, technical coordination, and field support.

• Collaborate with Sales, Marketing, and R&D to successfully launch new solutions, ensuring field readiness, communication, and training.

Operational Efficiency & SOP Adherence

• Champion the use and continuous improvement of Standard Operating Procedures (SOPs) for consistent, safe, and efficient service.

• Optimize field operations including preventive maintenance, installations, and service call procedures.

• Lead installations, provide on-site support, and offer safety and process training to enhance technician performance.

Technician Development & Support

• Develop and maintain a structured onboarding and training roadmap for Field Technicians.

• Ensure technicians have up-to-date tools, documentation, and system knowledge.

• Conduct regular field visits to coach, mentor, and evaluate TAS performance.

• Oversee training labs and lead in-lab and field-based learning programs.

Subject Matter Expertise & Readiness

• Serve as a designated Subject Matter Champion in selected areas, staying current and leading by example.

• Provide real-time field support via Diversey Remote Guidance or direct communication, including after-hours when needed.

• Offer technical expertise in troubleshooting dosing equipment, product applications, pool systems, and water treatment, ensuring safety and compliance.

Safety & Quality Assurance

• Act as the regional Safety Champion, promoting a safety-first culture.

• Conduct quality assurance visits to ensure consistency and compliance with the Service Excellence Program.

• Identify gaps and drive continuous improvement initiatives in the field.

Performance & Engagement

• Drive technician performance using the 5-Star Rating Program and other recognition platforms.

• Monitor service quality, customer satisfaction, and team engagement; take proactive steps to address any issues.

Travel Requirements

This position offers exciting travel opportunities, with up to three weeks of travel per month. The role also includes supporting cruise ships, which may require extended time away from home. This dynamic travel schedule provides exposure to diverse locations and teams-ideal for those who thrive in fast-paced, global environments.

Qualifications & Skills

• Strong knowledge of field service operations, SOPs, and technical systems

• Excellent coaching, mentoring, and communication skills

• Proven ability to lead through ambiguity and prioritize high-impact outcomes

• Comfortable collaborating cross-functionally with Sales, Marketing, and R&D

• Proficient in internal systems, field equipment, and remote guidance technologies

• Strong organizational skills with the ability to manage multiple projects

• Solid electrical and mechanical aptitude with troubleshooting capabilities

WHAT WE OFFER:

Comprehensive benefits, including medical dental and vision available day one

401(k) with matching

Paid time off

Learning and development opportunities

#LI-DS1

We understand that candidates will not meet every single desired qualification. If your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you.

At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits which include medical, dental, vision & 401K, and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or the field, consider joining our team.

Solenis is proud to be an Equal Opportunity Affirmative Action Employer, including Minorities / Women/ Veterans / Disabled.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Should you require assistance in applying to this opportunity, please reach out to Solenis Talent Acquisition at [e-mail]

The expected compensation range for this position is between $75,900.00 and $106,260.00 plus discretionary bonuses. The exact compensation may vary based on your skills, experience and other factors permitted by law.