Customer Care Manager

Sidel is looking for a Customer Care Manager that manage customer requests for emergencies, trouble shooting 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 customers and After Sales Manager for technical problem solving and advice. Responsibilities 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. Qualifications 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. #J-18808-Ljbffr