Customer Care Manager - SEAP

Your opportunity

+ Drive Customer Excellence: Lead and optimize customer care operations to deliver world-class service. + Strategic Impact: Partner with cross-functional teams to implement innovative solutions that enhance customer satisfaction and loyalty. + Regional Influence: Work in a diverse, fast-paced environment with opportunities to make a significant impact across multiple markets.

Your Mission

• First point of entry for customers related to technical issues.
• Collect and Filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customers are answered
• Manage customers’ Field/Operational activities (under Services Calls), identifying needs and driving efficient and effective support, ensuring Customer satisfaction 
• Coordinate and follow-up with the Field Planning team on Services requests for interventions, including Warranty (Equipment, Service project, Field service) and spare part intervention requested by Part Admin (under SPNC)
• Prepare, organize, monitor and support Field Services activities at customers’ site, including Health and Safety and reporting
• Organize stand-alone / complete line Maintenance/Overhauls  and emergency interventions  
• Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit, etc.
• Ensure Field intervention processes are implemented and applied, maintaining an orderly workflow 
• Ensure timely and effective utilization of tools (e.g., SAP, SINCRO, SAP B1 for Services orders, FSM for FSE interventions, etc.) 
• Focus on Customer proximity

Your Profile

• Strong communication & negotiation skill in English.
• Bachelor's degree in Mechanical or Automation engineering.
• Min 5 years experience in technical support/field engineering, services.
• Knowledge of Sidel Portfolio, including its overall technical background.