Customer Care Manager
Contract Type
Fixed term
Country
AUSTRALIA
Location
Melbourne

Your Opportunity

Sidel is looking for the Customer Care Manager, part of the Services organization reporting to the Lead Customer Care Manager, that will be responsible for supporting customer requests for emergencies, trouble shooting and technical assistance during warranty and life cycle of the equipment. He/She will also be leading complete solution delivery from customer call until the end of issue resolution, with the help of experts from Product Support. He/She is a key role between customer and Service Account Manager for technical problem solving and advises.

Your Mission

  • Collect and filter customer calls, identify needs and answer or manage accordingly any technical requests in compliance with 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 confirmed by customers
  • Follow and support Field Service Engineer during intervention at customer sites
  • Follow up and ensure Sales Order and Service Order requested are created and aligned
  • Collect and send technical report to customers
  • Coordinate audit execution: Diagnostic Visit, ECO Audits and Line Audit
  • Organize stand alone or complete line regular maintenance and emergency intervention
  • Manage Warranty intervention following issue resolution process
  • Conduct regular follow ups with Supply Chain and Sales & Marketing stakeholders

Your Profile

  • Bachelor degree or equivalent on engineering field;
  • Fluency in English;
  • At least 5 year experiences in aftersales, service engineer 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
  • Excellent multi-tasking abilities
  • Ability to interface with all levels of organization

Contract Type
Fixed term
Country
AUSTRALIA
Location
Melbourne
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