Service Excellence Manager

Job Description

Job Description

Kinetico is looking for a Service Excellence Manager to join our commercial service team.

The Service Excellence Manager leads and executes the transformational initiatives across the global organization to enhance service delivery, optimize global processes, and embed a culture of continuous improvement. This individual will be responsible for aligning global operations with strategic objectives through standardized playbooks, lean practices, and the harmonization of technology and workforce strategies.

Key Responsibilities:

1. Define, implement, and monitor global statements of work (SOW) and standard operating procedures (SOPs) to ensure alignment with organizational objectives and customer needs.
2. Develop and execute long-term global strategies for operational excellence and innovation. Lead workforce optimization initiatives across global service demands.
3. Re-engineer processes to enhance efficiency, reduce cost-to-serve, and improve responsiveness to market dynamics.
4. Develop playbooks focused on safety, productivity, training, and enablement, ensuring alignment across global teams. Utilize Lean, Six Sigma, and other methodologies to identify bottlenecks, inefficiencies, and opportunities for cost reduction or value creation.
5. Establish, monitor, and analyze global Key Performance Indicators (KPIs) to measure operational performance, service quality, and product quality.
6. Develop strategies to deepen relationships with existing customers, transform services into additional revenue streams, enable sales and service teams, and expand service reach.
7. Develop comprehensive frameworks for safety, service quality, product standards, and cost-effective operations, ensuring adherence to regulatory requirements in diverse regions.
8. Lead Voice of Customer (VOC) initiatives to analyze customer feedback and identify areas for service improvement. Collaborate with teams to ensure customer concerns are addressed promptly and effectively, maintaining high satisfaction levels.
9. Measure the success of service initiatives globally.

This list of responsibilities is not exhaustive. Other duties may be required to be undertaken which fall within the scope and general level of responsibility attached to the role.

What you will need to succeed:

Education & Qualifications:

• Bachelor’s degree (or equivalent experience) in business, engineering, or a related field required.
• Advanced degrees are a plus
• 7+ years of experience in service strategy, commercial excellence, or business development required
• Certification in Lean Six Sigma (Black Belt or higher) and Project Management (PMP preferred).
• Strong understanding of service lifecycle management and monetization.
• Expertise in activity-based costing, workforce optimization, and KPI development.
• Proven ability to develop and execute global playbooks and frameworks.
• Excellent analytical, communication, and leadership skills.
• Familiarity with customer feedback programs (VOC, VOS, VOP) and KPI tracking systems.

Competencies:

• Customer Satisfaction, Net Easy and Net Promoter scores
• Operational Efficiency Ratio
• First time Fix, and Issue to resolution Index
• Safety indicators
• Cost to Serve

Compensation:

• Salaried exempt, compensation commensurate with experience
• Bonus Eligible

Travel:

• Approximately 20% Domestic and International Travel

Location:

• Kinetico Corporate Headquarters, Newbury, OH
• Suwanee, GA
• Barcelona, Spain

Why Join Kinetico:

• Medical, Dental, Vision and Prescription Drug Insurance Coverage
• Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
• 401(k) Contribution Matching Program
• Employer Funded Defined Contribution Plan
• Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit
• Wellness Program
• Educational Assistance Reimbursement Program

Our Commitment and Difference:

Founded in 1970, Kinetico was started by two engineers who pioneered the development of non-electric, fully automatic water treatment systems. Evolving from the Tangent Company, a small consulting design firm, Kinetico soon became a global organization of independent dealers, international distributors representing nearly 100 countries. Through the dedication of its founders, employees and distribution network, Kinetico has experienced tremendous success. The company has grown from a two-man, creative undertaking into a strong and dynamic organization.

Innovative technology and a strong commitment to customer satisfaction have distinguished the company and positioned Kinetico as a leader in today’s ever-changing water treatment industry manufacturing water softeners, along with a wide range of systems that improve water quality for general use, as well as those that provide high-quality drinking water for consumption. Kinetico products are Third Party certified to confirm quality and performance and complimented by the most comprehensive warranties in the industry.

Kinetico is part of the Axel Johnson Group of companies, a global organization and fifth generation company that continues to be successful in developing leading businesses.

Kinetico Incorporated is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

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