Customer Care Manager

Sidel; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

Sidel in Dubai is looking for a dedicated technical support specialist to assist with customer requests during warranty and product lifecycle. The role involves managing service requests, ensuring compliance with safety standards, and supporting field service engineers.

The ideal candidate will have a Bachelor's degree, 5 years of relevant experience in after sales, and proficiency in English, Arabic, and French. Key responsibilities include coordinating interventions, collecting reports, and maintaining excellent customer relationships.

Qualifications

• 5 years of working experience in after sales or production plant.
• High technical knowledge of Sidel products and complete line equipment.
• Good command of English, Arabic, and French.

Responsibilities

• Collect and filter customer calls, identifying needs and managing requests.
• Follow up on service requests and ensure proper communication with teams.
• Organise maintenance and emergency interventions for customers.

Skills

Technical support

Customer relationship management

Communication skills

Problem solving

Education

Bachelor degree or equivalent

Job description

Support Customer requests for emergencies, trouble shooting and technical assistance during warrantyand 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

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.
• 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.

Your Profile

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