Customer Care Manager

Your opportunity

Opportunities for professional growth and development in services. A supportive and collaborative work environment.

Your Mission

• First point of entry for customers related to Technical issues
• Collect and Filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customers are answered
• Manage customers’ Field/Operational activities (under Services Calls), identifying needs and driving efficient and effective support, ensuring Customer satisfaction 
• Coordinate and follow-up with the Field Planning team on Services requests for interventions, including Warranty (Equipment, Service project, Field service) and spare part intervention requested by Part Admin (under SPNC)
• Prepare, organize, monitor and support Field Services activities at customers’ site, including Health and Safety and reporting
• Organize stand-alone / complete line Maintenance/Overhauls  and emergency interventions  
• Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit, etc.
• Ensure Field intervention processes are implemented and applied, maintaining an orderly workflow 
• Ensure timely and effective utilisation of tools (e.g., SAP, Contact Center, local ERPs for Services orders, FSM for FSE interventions, etc.) 
• Focus on Customer proximity

Your Profile

- Bachelor Degree or equivalent
- Min 4 years experience in technical support/field engineering. Knowledge of Sidel Portfolio, including its overall technical background.