Sidel is a leading provider of equipment and services solutions for packaging beverage, food, home and personal care products in PET, can, glass and other materials.
With over 40,000 machines installed in more than 190 countries, we have nearly 170 years of proven experience, with a strong focus on the factory of tomorrow with advanced systems, line engineering and innovation. Our 5,500+ employees worldwide are passionate about providing solutions that fulfil customer needs and boost the performance of their lines, products and businesses.Your opportunity
Sidel is looking for the Customer Care Manager, part of the Customer Management organization reporting to the Lead Customer Care Manager, that will be responsible for supporting customer requests for emergencies, troubleshooting and technical assistance during the warranty and life cycle of the equipment. He/She will also be leading complete solution delivery from customer call until the end of issue resolution, with the help of experts from Product Support. He/She is a key role between the 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 to ensure general support requests from customer 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 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 standalone / complete line regular maintenance and emergency intervention.
Focus on customer proximity.
Manage Warranty intervention following Issue resolution process
Your Profile
Level of Education and Language
Bachelor Degree or equivalent technical qualification
Fluency in English and French are mandatory
Strong technical knowledge of Sidel equipment will be advantageous
Professional Skills & Experience
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 organisation
Excellent multi-tasking abilities
