Service Quality Supervisor in Palatine, Illinois at H-O-H Water Technology

HOH Water Technology is a leading, growing, third-generation family-owned water treatment company proudly celebrating 58 years in business. Our success is built on a commitment to excellence, innovation, and exceptional service to our customers. At HOH, we believe our people are the foundation of that success, and we look for individuals who align with our core values of Accountability, Creativity, Teamwork, and Service. We are passionate about Investing, Rewarding, and Giving Back, for a lasting impact on our clients, coworkers, and community.

About the Role

We are seeking a full-time Service Quality Supervisor (SQS) based in the Chicagoland area. This role supports the Area Service Manager (ASM) in leading a regional service team to deliver consistent, high-quality water treatment solutions that drive client satisfaction and retention. The SQS combines hands-on technical service delivery with people leadership, ensuring operational excellence, team development, and adherence to HOH’s service standards — acting as the bridge between field operations and management to promote accountability, collaboration, and continuous improvement.

What We Offer

• Competitive Compensation: Salary range $90,000–$115,000 based on experience.
• Comprehensive Benefits: Medical and Dental Insurance with generous employer contributions, HSA contributions ($1,200 family / $800 individual annually), and 401K with company matching and many more!
• Generous Time Off: 15 PTO Days, 16 Paid Holidays including extended holiday pay at the end of the year.
• Profit Sharing Bonus: Company Profit Sharing Bonus (budget projection for 2026: 3–4 weeks of additional pay).
• Engaging Culture: Caring leadership and managers who foster high engagement — HOH earned a 4.69/5 Gallup Employee Engagement Q12 score. Team and company events throughout the year.
• Career Growth: Hands-on training, employee development, and continuing education reimbursement.

Key Responsibilities

Leadership, Management & Accountability

• Lead and develop a team of Service Engineers using the EOS Model — facilitating Level 10 Meetings, managing scorecards, rocks, and to-dos — while supporting the ASM with performance management, including 5-5-5 conversations, annual reviews, and corrective action.
• Partner with the ASM and HR on hiring, onboarding, and training to ensure new team members are aligned with HOH’s service culture, standards, and equipped for high-quality performance.

Client Retention, Growth & Service Execution

• Develop and execute Annual Service Plans with the ASM to retain and grow key accounts, deliver hands-on technical service, and support smooth sales-to-service transitions for new and existing customers.
• Enforce the HOH Service Core Process and 5C’s reporting standards; assist with Level 5 customer audits, field visits, and strategic business reviews using data and trending insights to demonstrate HOH’s value and drive continuous improvement.
• Collaborate with the ASM on divisional P&L, territory planning, and resource allocation to preserve margins, retain clients, and support long-term account growth.

Technical Expertise & Team Development

• Serve as the first technical escalation point for Service Engineers, providing field-based troubleshooting, coaching, and mentorship to build technical capabilities and professional growth — including supporting progress toward Certified Water Technologist (CWT) certification.
• Continuously develop personal expertise through ongoing education and collaboration with Product Managers, sharing insights and best practices to foster innovation and knowledge-sharing across the service organization.

• Must be located within the Chicagoland area or willing to relocate.
• Proven leadership or supervisory experience, with strong communication, coaching, and time management skills.
• Technical background in water treatment, industrial chemistry, or a related field; CWT certification (or progress toward it) a plus.
• Detail-oriented, organized, and self-motivated — comfortable balancing field work, team leadership, and administrative responsibilities.
• Ability to interpret data, financial reports, and service documentation to support decision-making.
• Must pass a drug screening and relevant background checks, and be legally authorized to work in the United States.

HOH Water Technology is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.