Customer Care Manager

Sidel is looking for a Customer Care Manager that manage customer requests for emergencies, troubleshooting and technical assistance during warranty and life cycle of the equipment by securing HSS&E (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until complete issue resolution with the help of experts from Product Support. Is a key role between customer and After Sales Manager for technical problem solving and advice.

• Collect and filter customer calls, identify needs and answer or manage accordingly any technical.
• request in compliance with the HSS&E standards to ensure general support requests from customers are answered.
• Issue Service Request for intervention and ensure follow up with Planning team.
• Open and drive Non-conformity through SINCRO until problem solved and it's confirmed by customer.
• Follow and support Field Service Engineer during intervention at customer site.
• Follow up and ensure Sales Order and Service order required are created and aligned.
• Collect and send technical report to customer
• Organize stand alone or complete line regular maintenance and emergency intervention
• Manage Warranty intervention following Issue resolution process
• Make sure team members are following procedures during issue resolution intervention
• Conduct regular follow-ups with Supply Chain and Sales & Marketing stakeholders

• Bachelor’s degree or Business school degree is a plus.
• 5 years of working experience in after sales or production plant.
• High technical knowledge of Sidel products and complete line equipment.
• Strong verbal and written communication skills in order to establish a very good customer relationship.
• Excellent responsiveness, dynamism, tenacity, autonomy and motivational skills.
• Ability to interface with all levels of the organization.