Customer Care Manager
MEXICO, Guadalajara
Support Customer requests for emergencies, trouble shooting and technical assistance during warranty and life cycle of the equipment by securing HSS&E (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until complete issue resolution with the help of experts from Product Support. Is a key role between customer and After Sales Manager for technical problem solving and follow-up.
PURPOSE:
Support Customer requests for emergencies, trouble shooting and technical assistance during warranty and life cycle of the equipment by securing HSS&E (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until complete issue resolution with the help of experts from Product Support. Is a key role between customer and After Sales Manager for technical problem solving and follow-up.
Main Responsibilities:
- 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 until problem solved and it's confirmed by customer
- Follow and support Field Service Engineer during intervention at customer site
- Follow up and ensure Sales Order and Service order required are created and aligned
- Collect and send technical report to customer
- 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
- Troubleshooting and technical assitance for our customers during working hours.
- 365 Technical Assistance support.
Qualifications:
- 5 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 a 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