Customer Care Manager
Contract Type
Permanent
Country
Location
Almaty
Your opportunity
Sidel is looking for a Customer Care Manager, part of the Europe & Central Asia organization based in Almaty. 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 has 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
- Organize
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
Required
experience and skills:
- 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 a very good
customer relationship
- Excellent
responsiveness, dynamism, tenacity, autonomy and motivational skills
- Ability
to interface with all levels of the organisation
- Availability
to travel up to 25 %
