Customer Care Manager - SEAP

Your opportunity

We are looking for a Customer Care Manager that manages customer requests for emergencies, troubleshooting and technical assistance during warranty and life cycle of the equipment by securing HSE (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until complete issue resolution with the help of experts from Product Support. He plays a key role between Customers and Service Account Manager for technical problem solving and advice.

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, Contact Center, local ERPs for Services orders, FSM for FSE interventions, etc.) 
• Focus on Customer proximity

Your Profile

• Bachelor’s degree or equivalent in Mechanical or Automation.
• 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 organization. 
• Excellent multi-tasking abilities. 
• Fluent level of English is a must.