Customer Care Manager
Contract Type
Permanent
Country
BRAZIL
Location
Sao Paulo
Your opportunity
Sidel is looking for a Customer Care Manager that manage customer requests for emergencies, troubleshooting and technical assistance during warranty and life cycle of the equipment by securing HSS&E (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until complete issue resolution with the help of experts from Product Support. Is a key role between customer and After Sales Manager for technical problem solving and advice.
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 until problem solved and it's confirmed by customer
- Follow and support Field
Service Engineer during intervention at customer site
- Follow up and ensure Sales
Order and Service order required are created and aligned
- Collect and send technical
report to customer
- 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
- Make sure team members are
following procedures during issue resolution intervention
- Conduct regular follow-ups with
Supply Chain and Sales & Marketing stakeholders
Your Profile
- Bachelor Degree or Business
school degree is a plus
- Fluent level of English is 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 organization
- Excellent multi-tasking
abilities
- Availability to travel up to
25%
