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Customer Care Manager
Contract Type
Permanent
Country
United States
Location
Norcross

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
Permanent
Country
United States
Location
Norcross
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