Customer Care Manager
1 settimana fa
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 %.
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