Technical Customer Care Manager
Contract Type

Your Opportunity

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 advice.

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 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.

Your Profile

Education Qualifications

  • Bachelor Degree or equivalent

Language Requirements

  • English
  • Other languages can be a plus

Professional Qualifications and Experience 

  • 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

Key Leadership Behaviour (pls see details in tab "Key Leadership Behaviour)

  • Dealing with Change
  • Problem Solving
  • Priority Setting
  • Conflict Management
  • Drive for Results
  • Team work

Contract Type
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