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

• 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 & Call Center until problem is solved and it's confirmed by customer.
• Follow and support Field Service Engineers during intervention on site, scope of work and customer communication.
• Follow up and ensure Sales Order and Service order required are created and aligned.
• Collect all necessary reports to be sent to customer to build root cause analysis.
• Coordinate audit execution: Diagnostic Visit, ECO audits, Line audit.
• Organize stand alone or complete line regular maintenance and emergency intervention.
• Manage Warranty intervention following Issue resolution process.
• Prepare Health, Safety and Environment plan.
• Approve Field Service Engineers' time sheet.
• Issue necessary documents related to Field Service Engineers intervention.

Your Profile

Level of education and languages:

• Relevant bachelor degree or equivalent.
• Fluent in English (written and verbal).
• Any other language would be seen as an advantage.

Professional Skills & Experience:

• 3 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 very good customer relationship.
• Excellent responsiveness, dynamism, tenacity, autonomy and motivational skills.
• Ability to interface with all levels of the organisation.
• Excellent multi-tasking abilities.
• Availability to travel up to 25 %.