Customer Care Manager

Customer Care Manager



Contract Type



Permanent



Country



ITALY



Location



Parma



Your opportunity


Sidel is looking for a Customer Care Manager, part of the ECA Service organization, for South Europe based in Parma. He/she will support Customer requests for emergencies, trouble shooting and technical assistance during equipment warranty and life cycle of the equipment in respect of HSS&E ( Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until issue resolution with the help of technical experts from Product / Technical Support. He/she is a key role between Customer and Services Manager to develop relationships and trust toward Sidel.


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 & Call Center until problem is solved and it's confirmed by customer.


• Follow and support Field Service Engineers during intervention on site, scope of work and customer communication.


• Follow up and ensure Sales Order and Service order required are created and aligned.


• Collect all necessary reports to be sent to customer to build root cause analysis.


• 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.


• Prepare Health, Safety and Environment plan.


• Approve Field Service Engineers' time sheet.


• Issue necessary documents related to Field Service Engineers intervention.


Your Profile


Level of education and languages:


• Relevant bachelor degree or equivalent.


• Fluent in English (written and verbal).


• Any other language would be seen as an advantage.

Professional Skills & Experience:


• 3 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 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 %.