Customer Care Manager - SEAP

Sidel; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sidel Philippines is seeking a Customer Care Manager to lead emergency response, troubleshooting and technical assistance throughout the warranty and life cycle of our equipment, while securing HSE compliance. You will drive complete solution delivery from the initial customer contact to final issue resolution with support from Product Support experts.

You’ll serve as the liaison between customers and the Service Account Manager for technical problem solving, and oversee Field Services

Qualifications

• Bachelor’s degree in Mechanical or Automation.
• 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 to establish a good customer relationship.

Responsibilities

• First point of entry for customers related to Technical issues.
• Collect and filter customer calls, identify needs and manage technical requests for general support.
• Manage Field/Operational activities under Services Calls, driving efficient and effective support.
• Coordinate with Field Planning on Services requests including Warranty and spare part interventions.
• Prepare, organize, monitor and support Field Services activities at customers’ site, including Health and Safety reporting.
• Organize stand-alone/complete line Maintenance/Overhauls and emergency interventions.
• Ensure Field intervention processes are applied with an orderly workflow.
• Utilize tools like SAP, Contact Center, FSM etc. for Services orders and interventions.
• Focus on customer proximity.

Skills

Customer service

Technical support

Communication skills

Problem solving

Stakeholder coordination

Education

Bachelor’s degree in Mechanical or Automation

Tools

SAP

Job description

We are looking for a Customer Care Manager that manages customer requests for emergencies, troubleshooting and technical assistance during warranty and life cycle of the equipment by securing HSE (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until complete issue resolution with the help of experts from Product Support. He plays a key role between Customers and Service Account Manager for technical problem solving and advice.

Your Mission

• Firstpoint of entry for customers related to Technical issues
• Collect and Filter customer calls, identify needs and answer or manageaccordingly any technical request to ensure general support requests fromcustomers are answered
• Manage customers’ Field/Operational activities (under Services Calls),identifying needs and driving efficient and effective support, ensuringCustomer satisfaction
• Coordinate and follow-up with the Field Planning team on Services requestsfor interventions, including Warranty (Equipment, Service project, Fieldservice) and spare part intervention requested by Part Admin (under SPNC)
• Prepare, organize, monitor and support Field Services activities atcustomers’ site, including Health and Safety and reporting
• Organize stand-alone / complete line Maintenance/Overhauls andemergency interventions
• Ensure Field intervention processes are implemented and applied, maintainingan orderly workflow
• Ensure timely and effective utilisation of tools (e.g., SAP, Contact Center, localERPs for Services orders, FSM for FSE interventions, etc.)
• Focus on Customer proximity

Your Profile

• Bachelor’sdegree or equivalent in Mechanical or Automation.
• 5years of working experience in after sales or production plant.
• Hightechnical knowledge of Sidel products and complete line equipment.
• Strongverbal and written communication skills in order to establish a very goodcustomer relationship.
• Excellentresponsiveness, dynamism, tenacity, autonomy and motivationalskills.
• Abilityto interface with all levels of the organization.