Technical Customer Care Manager
Contract Type
Permanent
Country
MEXICO
Location
Guadalajara

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
Permanent
Country
MEXICO
Location
Guadalajara
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