Technical Customer Care Manager

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