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