During the current situation caused by Covid-19, Sidel’s main concern is the health and safety of all of our stakeholders as well as ensuring business continuity for our customers. Read More
Customer Care Manager
Contract Type
Permanent
Country
ITALY
Location
Parma

Your Opportunity

Sidel is looking for a Customer Care Manager, part of the ECA Service organization, for South Europe based in Parma. 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 is 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 at customer site
  • Follow up and ensure Sales Order and Service order required are created and aligned
  • Collect and send technical reports 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
  • Manage Field Service Engineer during intervention, scope of work and customer communication
  • Prepare Health, Safety and Environment plan
  • Create non conformity in Sincro
  • Collect all necessary reports to be sent to customer to build root cause analysis
  • 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)
  • Fluent in italian (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
  • Excellent multi-tasking abilities
  • Availability to travel up to 25 %

Contract Type
Permanent
Country
ITALY
Location
Parma
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