Lead Customer Care Manager

Your opportunity

By leading a team of Customer Care managers, the Customer Care Manager Lead is responsible of managing and prioritising Customers' requests for the assigned sub-region, identifying needs and driving efficient and effective support. He/she owns and lead the end to end solution delivery from customer request to resolution, as well as the execution of services activities, during the equipment warranty and life cycle. The ultimate objective of the role is to improve customer service experience and facilitate organic growth, by increasing customer satisfaction, loyalty and retention.

Your Mission

• Manage and prioritise customer requests and issues with the Team, identifying needs and driving efficient and effective resolution, ultimately ensuring Customer satisfaction
• Maintain operational performance of the Equipment installed base in the assigned sub-region, including retrofit and obsolescence, acting as a technical prescriber to Customers and SAM’s
• Ensure Field intervention and issue resolution processes are implemented and applied, maintaining an orderly workflow
• Coordinate and follow-up with the Field Planning team on Services requests for interventions, including Warranty
• Prepare, organize, monitor and support Field Services activities at customers’ site, including Health and Safety and reporting
• Organise stand-alone / complete line regular maintenance and emergency interventions
• Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit
• Ensure timely and effective utilisation of tools
• Focus on  customer proximity
• Control resources and utilise assets to achieve qualitative and quantitative targets. 
• Adhere to and manage the approved budget
• Set up objectives for the team, ensuring  regular and close follow up; Conduct the Team annual performance appraisal cycle; Devise and drive development plans and career paths for the team.
• Ensure Sidel Group and Local processes, policies and procedures are respected at all time 

Your Profile

Level of Education and Language

• Bachelor Degree or equivalent technical qualification
• Fluency in English,  Local language as per regional allocation is a plus

Level of Experience:

• At least 5 years Proven working experience in Customer Service Management role (after sales technical assistance, production plant, etc)
• Strong technical knowledge of Sidel equipment will be advantageous
• Experience or Potential in leading and managing a Team
• Technical knowledge of Sidel products  and packaging equipment (Beverage industry)
• Strong client-facing and communication skills. Ability to interact at all levels of the organisation (Internal and External)
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Ability to effectively manage cross functional collaboration
• IT fluency
• Ability to travel  (30%)