Skilled Trade Technical Service Associate IV

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 Field Service Technician (or Territory Account Specialist) is responsible for managing Diversey’s institutional business operations within a designated territory. This role focuses on the installation, maintenance, and repair of chemical dispensing systems and leased dish machines at customer locations, ensuring the highest standards of service delivery. 

The Field Service Technician is tasked with ensuring customer satisfaction by consistently delivering Diversey’s value proposition and meeting or exceeding service level agreements (SLAs) for key applications, including laundry, kitchen, housekeeping, Industrial Water Treatment and Pools services. A key aspect of the role involves building and nurturing strong, long-term relationships with customers, acting as a trusted partner in ensuring their operational needs are met. 

This position leverages modern systems for communication, reporting, and auditing purposes, ensuring accurate tracking of service activities. The ideal candidate is customer-focused, self-motivated, and able to manage a variety of tasks independently while meeting critical service deadlines. 

RESPONSIBILITIES: 

• Deliver an exceptional customer experience by effectively supporting Diversey’s cleaning and sanitation programs. 

• Build and maintain strong relationships at all levels within the customer’s organization, including end users, supervisors, and managers. 

• Promote a culture of safety by strictly adhering to EHS policies, procedures, and best practices. 

• Install equipment in accordance with established Standard Operating Procedures (SOPs). 

• Perform routine site visits to monitor program performance and customer satisfaction. 

• Ensure all customer equipment is maintained in proper working condition. 

• Provide training to customers on equipment operation, cleaning procedures, product usage, and Safety Data Sheets (SDS). 

• Monitor on-site inventory levels to ensure minimum required supplies are available, support order placement and program compliance. 

• Act as the voice of the customer by identifying key areas of concern, addressing issues, and capturing satisfactory feedback. 

• Diagnose and troubleshoot technical issues with equipment and system performance. 

• Maintain proper inventory levels in company vehicles and storage areas to support service needs. 

• Prioritize and perform repairs on leased dish machines and other equipment in accordance with service level agreements (SLAs). 

• Accurately complete service, installation, survey, and routine visit reports in Salesforce FSL and applicable customer reporting systems. 

• Carry out administrative tasks including daily timesheet submission, part/equipment order follow-up, documentation of consumption for cost allocation, and weekly visit planning in coordination with your manager. 

REQUIRED QUALIFICATIONS: 

• High school diploma or equivalent required. 

• Minimum of 1 year of field service experience, including maintenance of industrial equipment an