Customer Care Manager

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.

• 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. 

• Bachelor’s degree or Business school degree is a plus. 
• 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 organization. 
• Excellent multi-tasking abilities. 
• Fluent level of English is a must. 
• Italian and/or French is an advantage.
• Availability to travel up to 25 %.

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