Technical Customer Service Manager

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 across healthcare, food & beverage, hospitality, and more. Now part of Solenis, we continue to lead global markets with sustainable, science-driven products. We’re proud to be recognized as a 2025 Best Managed Company for the five-year running—reflecting our dedication to excellence, innovation, and market leadership.

For more information about Diversey, a Solenis company, please visit https://diversey.com/en

What You’ll Do:

As the Technical Customer Service Manager, you will lead the technical service function and manage after-sales service operations, ensuring exceptional customer support and sustainable service business growth in Thailand. This role combines team leadership, service strategy development, and operational excellence, with a strong focus on customer satisfaction and revenue generation.

Responsibilities:

Service Strategy & Business Growth

• Develop and implement effective service strategies and profitable service business models aligned with evolving market needs.

• Generate profitable service revenue through annual maintenance contracts, spare parts sales, labour services, and warranty management.

• Identify and develop new markets for after-sales and service business.

• Support Marketing in launching new equipment by ensuring technical readiness and service capability.

Customer Support & Operational Excellence

• Ensure customer calls are responded to and resolved within agreed SLAs.

• Deliver high-quality, prompt service through internal teams, service franchisees, or distributors, ensuring customer satisfaction.

• Ensure proper warranty administration and claims management while keeping warranty costs under control.

Team & Vendor Management

• Lead, coach, and develop the TCS team and third-party service providers to ensure high performance.

• Maintain strong relationships with service providers and ensure decent ROI to support retention.

• Regularly review TCS and Sales team performance to resolve operational issues.

Process & Performance Management

• Develop and implement effective systems for field service, service support, warranty management, claims management, TCS administration, spare parts management, spare parts pricing, and service reporting.

• Coordinate with Supply Chain to maintain optimal spare parts inventory for service providers and technicians.

• Maintain operational costs within agreed budgets.

• Ensure the team follows all safety processes, SOPs, and PPE requirements, with the objective of achieving zero accidents.

Requirements:

• Bachelor’s degree in mechanical or electrical engineering (B.E.). A postgraduate qualification in Management is an advantage.

• 12 to 15 years of progressive experience in technical service or after-sales support, ideally in capital equipment, automotive, engineering equipment, air conditioning/refrigeration, electro-mechanical equipment, hygiene solutions, or industrial/cleaning systems.

• Experience in managing after-sales service, service business development, field call management, third-party management, team management, service selling, and customer-focused operations.

• Proven experience in service business development, team management, and third-party/vendor management.

• Strong customer orientation, problem-solving, and interpersonal skills.

• Experience in service selling and revenue generation is an advantage.

• Team player with strong leadership ability, patience, and a focus on operational excellence.

Some Benefits of Working with Us:

• Competitive salary and bonuses

• Competitive health + wellness benefit plan

• Continuous professional development with many opportunities for growth

• Provident fund

• Hybrid work arrangement

We understand that candidates will not meet every single desired job requirement.  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.

This is a fantastic opportunity to build your career with a company who are experiencing rapid growth.

At Diversey - a Solenis Company, we understand that our greatest asset is our people. That is why we offer competitive compensation, 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, consider joining our team.