Customer Care Manager
Contract Type
United States

Your Opportunity

Sidel is looking for a Customer Care Manager that manage 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 HS&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;
  • Make sure team members are following procedures during issue resolution intervention;
  • Conduct regular follow-ups with Supply Chain and Sales & Marketing stakeholders.

Your Profile

Level of education and languages:

  • Bachelor Degree or Business school degree is a plus;
  • Fluent level of English is a must;
  • Italian and/or French is an advantage.

Required experience and skills: 

  • 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;
  • Availability to travel up to 25 %.

Contract Type
United States