Customer Care Manager H/F/D

Sidel; Corcelles-lès-Cîteaux; On-site; EUR 45,000 - 65,000; Full time

Job summary

Sidel is seeking a Customer Care Manager to join the ECA Service organization, based in Corcelles-lès-Cîteaux, France. You will handle customer requests during warranty and lifecycle, coordinating with Product and Technical Support teams to deliver complete solutions.

The ideal candidate will have a minimum of 3 years in after-sales service or an industrial setting, fluent English, and strong technical knowledge of production line equipment.

Qualifications

• 3+ years of experience in after-sales service or industrial production.
• Fluency in English, written and spoken.
• Solid technical knowledge of complete production line equipment.
• Strong communication and relationship-building skills.
• Willingness to travel up to 25% of the time.

Responsibilities

• Handle customer requests related to emergencies, troubleshooting, and technical support during warranty and lifecycle.
• Oversee delivery of comprehensive solutions from initial call to resolution with product and technical teams.
• Act as a key link between the customer and Services Manager to build trust and lasting relationships.
• Collect and screen calls, identify needs, and respond to technical requests per HSE standards.
• Submit service requests for field service and coordinate with Scheduling.
• Open and manage non-conformities via SINCRO and Call Center until issue is resolved.
• Monitor Field Service engineers on-site, ensuring scope and customer communication.
• Verify sales and service orders are created and aligned.
• Gather reports for root cause analyses and coordinate audits (diagnostic, ECO, line).
• Organize regular maintenance or emergency interventions and manage warranty repairs.
• Prepare Health, Safety, and Environment plan and approve timesheets.
• Issue documentation related to Field Service interventions.

Skills

Communication

Technical knowledge

Multitasking

Interpersonal skills

Proactive

Travel readiness

Education

Bachelor’s degree

Job description

Sidel is seeking a Customer Care Manager to join the ECA (Europe and Central Asia) Service organization, based in Corcelles-lès-Cîteaux, France. You will handle customer requests related to emergencies, troubleshooting, and technical support during the equipment’s warranty period as well as throughout its entire lifecycle, in compliance with HSS&E (Health, Safety, Security, and Environment) standards.

You will oversee the delivery of comprehensive solutions, from the initial customer call through to problem resolution, drawing on the expertise of technical specialists from the Product and Technical Support teams.

This key position serves as a vital link between the customer and the Services Manager, with the goal of building a lasting relationship of trust between customers and Sidel.

• Collect and screen customer calls, identify needs, and respond to or handle any technical requests in accordance with HSS&E standards to ensure that general customer support requests are addressed
• Submit service requests for field service and follow up with the Scheduling team
• Open and manage non-conformities via SINCRO and the Call Center until the issue is resolved and confirmed by the customer
• Monitor and assist Field Service engineers during on-site visits, particularly regarding the scope of work and communication with the customer
• Monitor and verify that the necessary sales orders and service orders are created and aligned
• Collect all reports required for submission to the customer to conduct a root cause analysis
• Coordinate the execution of audits: diagnostic visits, ECO audits, and line audits
• Organize regular maintenance operations (isolated units or entire lines) as well as emergency interventions
• Manage warranty repairs in accordance with the incident resolution process
• Prepare the Health, Safety, and Environment (HSE) plan
• Approve Field Service engineers’ timesheets
• Issue the necessary documentation related to Field Service engineers’ interventions

Your profile :

Education and Languages:

Bachelor’s degree or equivalent

Fluency in spoken and written English

Any other language is considered an asset

Professional Skills and Experience:

At least 3 years of professional experience in after-sales service or in an industrial production environment

Solid technical knowledge of complete production line equipment

Excellent written and oral communication skills to build high-quality customer relationships

Highly responsive, dynamic, tenacious, self-reliant, and self-motivated

Ability to interact with all levels of the organization

Excellent ability to multitask

Willingness to travel up to 25% of the time