Customer Care Manager Hotliner (W/M/D)

Sidel; Octeville-sur-Mer; Sur place; EUR 40 000 - 55 000; Plein temps

Résumé du poste

A leading equipment manufacturer is looking for a Customer Care Manager Hotliner in Octeville, France. The role involves supporting emergency customer requests, managing service interventions, and developing strong customer relationships. Candidates should have a relevant bachelor's degree, fluent English, and 3 years of experience in after sales or production. Excellent communication, technical knowledge, and the ability to multitask are essential. Travel of up to 25% may be required.

Qualifications

• 3 years of working experience in after sales or production plant.
• High technical knowledge of Sidel products and complete line equipment.
• Availability to travel up to 25%.

Responsabilités

• Collect and filter customer calls via the Call Center.
• Issue Service Request for intervention and ensure follow-up.
• Follow up and support Field Service Engineers during intervention.

Connaissances

Fluent in English

Strong verbal and written communication skills

Excellent responsiveness

Dynamism

Tenacity

Autonomy

Motivational skills

Excellent multi-tasking abilities

Formation

Relevant bachelor degree or equivalent

Description du poste

Your opportunity

Sidel is looking for a Customer Care Manager Hotliner, part of the ECA (Europe Central Asia) Service organization, based in Octeville France. He/she will support Customer requests for emergencies, trouble shooting and technical assistance during equipment warranty and life cycle of the equipment in respect of HSS&E (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until issue resolution with the help of technical experts from Product / Technical Support. He/she is a key role between Customer and Services Manager to develop relationships and trust toward Sidel.

Your Mission

• Collect and filter customer calls via the Call Center, 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 Call Center until problem is solved and it's confirmed by customer
• Follow and support Field Service Engineers during intervention on site, scope of work and customer communication
• Follow up and ensure Sales Order and Service order required are created and aligned
• Collect all necessary reports to be sent to customer to build root cause analysis
• Coordinate audit execution: Diagnostic Visit, ECO audits, Line audit
• Organize stand alone or complete line regular maintenance and emergency intervention
• Manage Warranty intervention following Issue resolution process
• Prepare Health, Safety and Environment plan
• Approve Field Service Engineers\' time sheet
• Issue necessary documents related to Field Service Engineers intervention

Your Profile

Level Of Education And Languages

• Relevant bachelor degree or equivalent
• Fluent in English (written and verbal)
• Any other language would be seen as an advantage

Professional Skills & Experience

• 3 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 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
• Availability to travel up to 25 %