Customer Care Manager - SEAP
Contract Type
Fixed term
Country
CHINA
Location
Shanghai
Your opportunity
1. Leadership & People Development
2. Cross‑Functional Exposure
3. Strategic Impact on Customer Experience
4. Ownership of Key Business Metrics
5. Career Progression Opportunities
6. Skills Development
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 utilisation of tools (e.g., SAP, SINCRO, local
ERPs for Services orders, FSM for FSE interventions, etc.)
- Focus on Customer proximity
Your Profile
- Strong
communication in English.
- Bachelor
Degree or equivalent
- Min 5 years experience in technical support/field engineering., services. Knowledge of
Sidel Portfolio, including its overall technical background.
