Job Description

European TCS Director (Technical Customer Service)

📍 Europe | Role with international scope

About Diversey – A Solenis Company

At Diversey – A Solenis Company, we strive to go beyond clean by championing sustainability in a world where resources like water, energy, and materials are increasingly scarce.

Our mission is to do more with less, creating a brighter future for generations to come. We partner with leaders across industries—from food processing to healthcare—ensuring that hygiene, safety, and infection prevention are integral to their operations and environmental impact.

For over a century, we've continuously evolved our solutions, offering patented chemicals, innovative cleaning machines, advanced dosing systems, and digital tools—all rooted in our unwavering commitment to the planet, our customers, and the communities we serve.

Strong Bonds. Trusted Solutions.

The Role – Why This Role Matters

We are looking for a European TCS Director to lead and transform our Technical Customer Service (TCS) function across Europe.

This role sits at the intersection of service, operations, and commercial impact Today, TCS across Europe operates with strong local expertise—but with varying levels of maturity, structure, and performance.

Your mission will be to bring coherence, scalability, and strategic direction to this landscape.

You will:

• Align and elevate TCS practices across countries
• Strengthen customer satisfaction through consistent, high-quality service delivery
• Turn service into a true driver of after-sales growth and competitive advantage
• Build a scalable, future-ready service model, including third-party ecosystems and fleet optimization

Given the transformation scope of the role, this position requires a high level of travel across Europe, particularly in the initial phase, to engage with local teams, assess current operations, and drive alignment on the ground.
As the organization matures and processes become more standardized, the travel requirements are expected to progressively decrease

• This is not just a coordination role — it is a transformation and leadership mandate, with direct impact on customer experience, operational efficiency, and business growth across Europe.

Key Responsibilities

Leadership & Community Building

• Lead, coach and develop TCS leaders across multiple European regions
• Build a strong, connected TCS community with shared standards and best practices
• Foster a high-performance, collaborative culture across countries

Customer Experience & Performance

• Drive continuous improvement of customer satisfaction (KPIs, service quality, responsiveness)
• Ensure consistent, high-quality service delivery across markets
• Act as a key voice of the customer within the organization

Strategy & Transformation

• Define and implement the European TCS strategy, aligned with business objectives
• Support local teams in structuring and optimizing their service organizations
• Drive standardization while allowing for local market adaptation

Operational Excellence

• Lead the optimization of core service processes and workflows
• Improve efficiency, scalability, and service consistency
• Leverage data and KPIs to drive performance and decision-making

Third-Party & Fleet Management

• Develop and manage a robust network of third-party service providers
• Ensure performance, quality, and cost efficiency across partners
• Contribute to fleet optimization strategies at European level

Commercial Impact & Growth

• Support business growth by embedding TCS value into tenders and contracts
• Identify and deploy strategies to grow after-sales revenue
• Position service as a key differentiator in the market

What We’re Looking For

• Proven experience in a Service leadership role within an international environment
• Strong track record in team leadership, coaching, and organizational development
• Ability to operate at both strategic and operational levels
• Experience driving process improvement and service transformation
• Strong analytical mindset with data-driven decision-making
• Excellent stakeholder management and communication skills
• Comfortable working in a matrix, cross-functional environment

Languages

• English is required
• Fluency in another European language (French or German strongly preferred) is expected to effectively operate across the region

Why Join Us?

• A high-impact European leadership role with real transformation scope
• The opportunity to shape and scale a critical function across multiple markets
• A dynamic, international environment within a growing global organization
• The chance to make service a true driver of customer satisfaction and business growth

Apply Now

At Diversey – A Solenis Company, we understand that not every candidate will meet every qualification listed. If you believe your skills and experience can bring value to the role, we encourage you to apply.

We recognize our people as our greatest asset and are committed to offering competitive compensation, comprehensive benefits, and opportunities for professional growth and development within a global organization.

If you are looking to take the next step in your career and contribute to a high-impact, international transformation, we look forward to hearing from you.

Diversey – A Solenis Company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status.

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