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
United States

Your Opportunity

This position will require a high level of technical knowledge of Sidel equipment and ability to troubleshoot via phone and email. Strong customer skills along with organizational skills.

Your Mission

  • Collect and filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customer 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 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 / complete line regular maintenance and emergency intervention.
  • Focus on customer proximity.
  • Manage Warranty intervention following Issue resolution process

Your Profile

Minimum Requirements:
  • Must have bachelor’s degree in Mechanical Engineering or related field. Foreign degree equivalent accepted.
  • Must have 2 years’ managerial position experience in customer service and/or Beverage plant maintenance and/or Engineering project management positions in a manufacturing environment in Beverage PET packaging or related industry;
Must have at least 2 years’ experience with:
  • Main point of contact with customer for key accounts
  • Standalone Equipment / Complete Line / Line improvement projects
  • OEM Standalone / Complete Line Engineering Project Management
  • PET bottling Line / equipment maintenance, OEE monitoring and Lean Manufacturing standards
  • Onsite technical intervention planning & execution with multiple Field Service
  • Engineers/Technicians
  • Utilizing Maintenance & Operational knowledge of Beverage PET Packaging complete Lines
  • Blow molding machines
  • Volumetric and gravimetric filling machines
  • Combi machines
  • Robo-kombi palletizer and Stretch-wrapping machines
  • Conveying and shrink-wrapping machines
  • Sidel Portfolio Packaging machines
  • Utilizing knowledge of ERP (Enterprise Resource Planning) SAP (System Application & Products), FSM (Field Service Management), SINCRO (Sidel non-conformity resolution operation) tool, Sidel QTC (Quote to Cash) process and Microsoft Office General
  • Remote and/or onsite Monitoring of packaging and production lines Efficiency and performance

Contract Type
United States
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