US Cruise Service Manager

Location: United States (Up to 75% travel)
Reports To: Global Director of Cruise Service Operations (dotted line to US Service Operations Director)

Role Summary

The US Cruise Service Manager leads service delivery across cruise accounts, ensuring the installation, maintenance, and performance of Diversey equipment and hygiene programs onboard vessels.

This role is responsible for SLA compliance, preventive maintenance by ship and deck, and delivering a consistent, high-quality customer experience. The position partners closely with Sales and customers to maintain strong relationships and drive continuous improvement.

Key Responsibilities

• Lead day-to-day service operations across assigned vessels, aligned with ship schedules
• Ensure full compliance with SLAs and high customer satisfaction
• Oversee equipment installation, maintenance, and troubleshooting.
• Maintain preventive maintenance plans by ship and deck
• Drive performance across key programs:
  • Infection Prevention
  • Housekeeping
  • Food Service
  • Laundry
  • Water Treatment
• Partner with Sales to support customer retention and growth
• Manage service reporting, equipment and spare parts inventory, and case resolution.
• Lead field teams and third-party providers, ensuring safe and consistent execution of SOPs
• Drive continuous improvement and operational discipline

Qualifications

• Bachelor's in engineering or
• High school diploma with 10+ years of experience leading field service teams in hospitality, hotels, or cruise environments
• Strong technical knowledge (mechanical, electrical, dosing systems)
• Proven ability to manage customer relationships and SLA-driven operations
• Proficient in MS Office; experience with service systems (e.g., Salesforce) is a plus
• Ability to travel up to 75%, including ship assignments

Key Skills

• Technical troubleshooting & problem solving
• Strong communication and customer focus
• Planning, organization, and execution
• Team leadership and accountability

What we offer:

• Comprehensive benefits package including medical, dental and vision coverage
• 401(k)
• Paid time off
• Learning and development opportunities

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.

The expected compensation range for this position is between $93,530.00 and $137,181.00 plus discretionary bonuses. The exact compensation may vary based on your skills, experience and other factors permitted by law.