Customer Care Manager H/F/D

Sidel; Corcelles-lès-Cîteaux; Sur place; EUR 42 000 - 64 000; Plein temps

Résumé du poste

Sidel in Corcelles-lès-Cîteaux, France is seeking a Customer Care Manager to join the ECA Service organization. You will handle customer requests for emergencies, troubleshooting, and technical support during warranty and lifecycle, complying with HSS&E standards.

You will coordinate with Product and Technical Support to deliver end-to-end solutions, act as the link between customer and Services Manager, and nurture long-term customer relationships for Sidel.

Qualifications

• Bachelor's degree or equivalent.
• Fluency in spoken and written English.
• Any other language is considered an asset.

Responsabilités

• Handle customer calls and requests in accordance with HSS&E standards to ensure general support is addressed.
• Submit service requests for field service and coordinate with Scheduling.
• Open and manage non-conformities via SINCRO and Call Center until issue is resolved and confirmed by customer.
• Monitor Field Service engineers during on-site visits and communicate scope of work to customer.
• Verify that sales and service orders are created and aligned.
• Collect reports for root-cause analysis and submit to customer.
• Coordinate audits: diagnostic visits, ECO audits, and line audits.
• Organize maintenance operations and emergency interventions as needed.
• Manage warranty repairs per incident resolution process.
• Prepare Health, Safety, and Environment (HSE) plan.
• Issue documentation related to Field Service interventions.

Connaissances

Customer care

Troubleshooting

After-sales service

Industrial production

Communication

Multitasking

Travel 25%

Formation

Bachelor's degree

Description du poste

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
• 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