Customer Care Manager ECA
Contract Type
Permanent
Country
United Kingdom
Location
Welwyn Garden City

Your Opportunity

Sidel is looking for a Customer Care Manager, part of the ECA Service organisation, for North Europe based in Welwyn Garden City UK. He/she will support Customer requests for emergencies, trouble shooting and technical assistance during equipment warranty and life cycle of the equipment in respect of HSS&E (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until issue resolution with the help of technical experts from Product / Technical Support. He/she is a key role between Customer and Services Manager to develop relationships and trust toward Sidel.

Your Mission

  • 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 & Call Center until problem is solved and it's confirmed by customer
  • Follow and support Field Service Engineers during intervention on site, scope of work and customer communication
  • Follow up and ensure Sales Order and Service order required are created and aligned
  • Collect all necessary reports to be sent to customer to build root cause analysis
  • Coordinate audit execution: Diagnostic Visit, ECO audits, Line audit
  • Organise stand alone or complete line regular maintenance and emergency intervention
  • Manage Warranty intervention following Issue resolution process
  • Prepare Health, Safety and Environment plan
  • Approve Field Service Engineers' time sheet
  • Issue necessary documents related to Field Service Engineers intervention

Your Profile

Level of education and languages:

  • Relevant bachelor degree or equivalent
  • Fluent in English (written and verbal)
  • Any other language would be seen as an advantage

Professional Skills & Experience:

  • 3 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 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
  • Availability to travel up to 25 %

Contract Type
Permanent
Country
United Kingdom
Location
Welwyn Garden City
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