Customer Care Manager

Your opportunity

Sidel is looking for a Customer Care Manager, part of the ECA Service organization, for South Europe based in Parma. He/she will support Customer requests for emergencies, trouble shooting and technical assistance during equipment warranty and life cycle of the equipment in respect of HSS&E (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until issue resolution with the help of technical experts from Product / Technical Support. He/she is a key role between Customer and Services Manager to develop relationships and trust toward Sidel.

Your Mission

• Initiate and oversee Non-Conformity processes via SINCRO and Call Center platforms, ensuring resolution and customer confirmation.
• Provide ongoing support to Field Service Engineers during on-site interventions, including scope of work alignment and direct communication with customers.
• Ensure that Sales Orders and Service Orders are correctly created, aligned, and tracked throughout the process.
• Gather and compile all necessary reports and documentation required to build root cause analyses and ensure transparent communication with customers.
• Coordinate and manage the execution of audits, including Diagnostic Visits, ECO audits, and Line Audits.
• Plan and organize both regular and emergency maintenance interventions for standalone equipment and complete production lines.
• Manage warranty interventions in accordance with the internal issue resolution process.
• Prepare and maintain the Health, Safety, and Environment (HSE) plan for service activities.
• Review and approve Field Service Engineers' time sheets in accordance with internal policies and procedures.

Your Profile

• Bachelor’s degree in a relevant field or equivalent professional experience.
• Fluent in English, both written and spoken.
• Proficiency in any additional language is considered a strong asset.

• Minimum of 3 years of experience in after-sales service or within a production plant environment.
• Strong technical knowledge of Sidel products and complete line equipment.
• Excellent verbal and written communication skills, with a proven ability to build and maintain strong customer relationships.
• High level of responsiveness, energy, persistence, autonomy, and motivational capability.
• Strong interpersonal skills with the ability to interface effectively across all levels of the organization.
• Proven ability to manage multiple tasks simultaneously in a fast-paced environment.
• Willingness and availability to travel up to 25% of the time.