Customer Care Manager

Support Customer requests for emergencies, trouble shooting 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.

Responsibilities:

• 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 customer confirmation received.
• Follow and support Field Service Engineer during intervention at customer site.
• Follow up and ensure Sales Order and Service orders required are created and aligned.
• Collect and send technical reports to customer.
• Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit.
• Organise stand alone or complete line regular maintenance and emergency intervention.
• Manage Warranty intervention following Issue resolution process.
• If applicable, set up objectives for the team, support, manage and coach the team, ensure it is well supported by Aseptic Product Expert.
• Make sure team members are following procedures during issue resolution interventions.
• Conduct regular follow-ups with Supply Chain and Sales & Marketing stakeholders.

Level of education and languages:

• Bachelor degree or equivalent
• Good written and verbal command of English, Arabic and French.

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

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