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Customer & Product Care Senior Manager MEA&I
Contract Type
United Arab Emirates

Your Opportunity

By leading a team of Customer Care and Product Support managers, the Customer & Product Care Senior Manager is responsible of managing Customer requests and issues (emergencies, trouble shooting and technical assistance) during the equipment warranty and life cycle, for the assigned sub-region. He/she owns and lead the complete solution delivery from customer request through to issue resolution, as well as the execution of maintenance activities (Contracts, Overhauls, etc) and the 24/7 technical support service. By leveraging the expertise of a Product Support sub-regional team, He/she ensures that customers can achieve the best operational performance from their equipment. The ultimate objective of the role is to improve customer service experience and facilitate organic growth, by increasing customer satisfaction, loyalty and retention.

Your Mission

  •  Manage and prioritise customer requests and issues with the Team, identifying needs and driving efficient and effective resolution, ultimately ensuring Customer satisfaction 
  • Maintain operational performance of the Equipment installed base in the assigned sub-region, including retrofit and obsolescence, acting as a technical prescriber to Customers and SAM’s 
  • Ensure Field intervention and issue resolution processes are implemented and applied, maintaining an orderly workflow  
  • Organise and efficiently drive the 24/7 technical assistance service  
  • Coordinate and follow-up with the Field Planning team on Services requests for interventions 
  • Monitor and support Field Services activities at customers’ site, including Health and Safety 
  • Organise stand-alone / complete line regular maintenance and emergency interventions 
  • Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit 
  • Ensure timely and effective utilisation of tools (e.g., Sincro from NC & SWAP,  SAP or local ERPs for  Sales/Services orders, FSM for FSE interventions, etc.) 
  • Support warranty cost reduction plans for Sidel equipment, through issues data collection, RCA (Root Cause Analysis) and preventive/corrective action definition 
  • Support local Field resources competences development plan, leveraging the expertise from Product support Team 
  • Conduct regular follow up with the relevant key stakeholders, regional and across functions (PIM, PS&S) 
  • Maintain an active communication with the Global product support Team, collaborating on issues and non-conformities resolution 
  • Control resources and utilise assets to achieve qualitative and quantitative targets.  Adhere to and manage the approved budget 
  • Set up objectives for the team, ensuring  regular and close follow up.  Conduct the Team annual performance appraisal cycle 
  • Devise and drive development plans and carrier paths for the team. 
  • Ensure Sidel Group and Local processes, policies and procedures are respected at all time 

Your Profile


  • Engineering Bachelor Degree or equivalent



  • At least 5 years Proven working experience in Customer Service Management role (after sales technical assistance, production plant, etc)
  • Experience in leading and managing a Team 
  • Technical knowledge of Sidel products  and packaging equipment (Beverage industry)
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills. Ability to interact at all levels of the organisation (Internal and External)
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation 
  • IT fluency 
  • Ability to travel  (50%)



  • English
  • French and Foreign language as per regional allocation is a plus

Contract Type
United Arab Emirates
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