Customer Care Manager

Your Profile

• Bachelor degree or equivalent
  
• Good written and verbal command of English (Italian and/or French 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 organisation
  
• Excellent multi-tasking abilities
  

• 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 customer confirmation received.
  
• Follow and support Field Service Engineer during intervention at customer site.
  
• Follow up and ensure Sales Order and Service orders required are created and aligned.
  
• Collect and send technical reports to customer.
  
• Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit.
  
• Organise stand alone or complete line regular maintenance and emergency intervention.
  
• Manage Warranty intervention following Issue resolution process.
  

• If applicable, set up objectives for the team, support, manage and coach the team, ensure it is
  

  well supported by Aseptic Product Expert.
  

• Make sure team members are following procedures during issue resolution interventions.
  
• Conduct regular follow-ups with Supply Chain and Sales & Marketing stakeholders.