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Norcross
Customer Care Manager
YOUR OPPORTUNITY
Sidel is looking for a Customer Care Manager that manage customer requests for emergencies, troubleshooting 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 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 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%
By applying to this vacancy, the applicant acknowledges and agrees to the processing of his/her personal data included in the job application.
