Customer Care Manager

Sidel; Parma; In loco; EUR 40.000 - 55.000; Tempo pieno

Descrizione del lavoro

A leading company in equipment services is seeking a Customer Care Manager in Parma, Italy. This role involves managing customer technical requests, ensuring compliance with safety standards, and supporting field service engineers. The ideal candidate will have 3 years of experience in after sales or production, alongside strong English communication skills. Join this dynamic team to enhance customer relations and solutions delivery.

Competenze

• 3 years of working experience in after sales or production plant.
• Ability to interface with all levels of the organisation.
• Any other language would be seen as an advantage.

Mansioni

• Collect and filter customer calls, identify needs and manage technical requests.
• Open and drive Non-conformity through SINCRO & Call Center until problem is solved.
• Follow and support Field Service Engineers during on-site interventions.

Conoscenze

Fluent in English (written and verbal)

Technical knowledge of Sidel products

Strong verbal and written communication skills

Excellent responsiveness

Autonomy

Formazione

Relevant bachelor degree or equivalent

Descrizione del lavoro

Sidel is looking for a Customer Care Manager, part of the ECA Service organization, for South Europe based in Parma. 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, 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 & 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.
• Organize stand alone or complete line regular maintenance and emergency intervention.
• Manage Warranty intervention following Issue resolution process.
• Prepare Health, Safety and Environment plan.
• 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.