Regional Product Support

Your opportunity

Sidel is looking for Labelling Regional Product Support Mechatronic who will be a part of RPS AMEA Team based in Mantua that will report to MEA Customer Care & Product Support Manager. Main function in the office is to secure the operational follow up & technical support of all Labelers (SSC and stand-alone configuration) and associated trade equipment on mechanical side, through the life of the machine. The RPS will also ensure that the population of colleagues (FSE, PM, CCM, ASM) in direct contact with the customer is well supported through email, telephone, RAC, RVA and onsite. At the same time, the RPS will ensure proper preparation and distribution of the appropriate documentation concerning the troubleshooting of automation / mechanical issues on the equipment. He is finally accountable to execute RCA following issue resolution process, supporting the consequent plan of recovery and corrective actions, interacting with the other departments.

Your Mission

• Secure troubleshooting on Labelling and associated trade equipment.
• Participate on the Contact Center Ticketing System and provide solution and support to our external customers as well as to our Field Service Engineer on Labeler equipment.
• Provide daily telephone & email support for automation / Mechanical issues to internal (FSE, PM, CCM, ASM) and external customers on Sidel equipment.
• Secure and manage Non-Conformity and warranty cost in Contact Center.
• Support FSE during new project installation and service site execution on automation and mechanical issues.
• Apply Root Cause Analysis methodology on automation and mechanical issues on equipment, driving data collection and preventive/corrective action. Report in a concise manner on the issues seen in the field and requests for engineering modification to the Product Group.
• Secure retrofit application on the Equipment installed base concerning automation and mechanical solution.
• Contribute to support service activities on spare parts, training, maintenance opportunities, Line Improvement.
• Travel onsite or coordinate intervention on site of experts in case of technical issues that require a specific RCA, troubleshooting for equipment.
• Provide daily telephone & email support to internal and external customers, throughout the life of the machine.
• Secure performances of commercially released equipment and lines.

Your Profile

Level of education and languages:

• Education: Degree in Electronic / Mechatronic Engineering and/or Technical professional qualification.
• Language requirements: Fluency in English is a must-have, French or Arabic will be a plus; A good level of Italian an advantage for your best local integration.

Required experience and skills:

• 5 years at least of technical assistance, field experience or engineering on Labelers products.
• PLC/Motion/Hardware/Network/Mechatronic/Safety skills.
• B&R skills is a must (Schneider and Siemens will be a plus).
• Rigorous, dynamic, organized, proactive, ability to work autonomously.
• Availability to travel in Africa and all AMEA region up to 40% is mandatory.
• SAP knowledge will be a plus.
• Knowledge of Sidel Labelers products (SSC / standalone) and process will be a plus.
• Excellent reporting capability.
• Strong verbal and written communication skills.
• Attitude to problem solving (trouble shooting and RCA) and Customer oriented.
• Good Interpersonal skills, especially ability to communicate with different target groups (technicians, customers, etc.).