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.
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request in compliance with the HSS&E standards to ensure general support requests from customers are answered.
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Issue Service Request for intervention and ensure follow up with Planning team.
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Open and drive Non-conformity through SINCRO until problem solved and it's confirmed by customer.
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Follow and support Field Service Engineer during intervention at customer site.
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Follow up and ensure Sales Order and Service order required are created and aligned.
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Collect and send technical report to customer.
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Coordinate audit execution: Diagnostic Visit, ECO audits, Line Audit.
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Organize stand alone or complete line regular maintenance and emergency intervention.
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Manage Warranty intervention following Issue resolution process.
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Make sure team members are following procedures during issue resolution intervention.
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Conduct regular follow-ups with Supply Chain and Sales & Marketing stakeholders.
- Bachelor’s degree or Business school degree is a plus.
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5 years of working experience in after sales or production plant.
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High technical knowledge of Sidel products and complete line equipment.
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Strong verbal and written communication skills in order to establish a very good customer relationship.
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Excellent responsiveness, dynamism, tenacity, autonomy and motivational skills.
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Ability to interface with all levels of the organization.
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Excellent multi-tasking abilities.
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Fluent level of English is a must.
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Italian and/or French is an advantage.
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Availability to travel up to 25 %.
