Customer Care Manager - SEAP

Hammerjack Pty Ltd; Muntinlupa; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Hammerjack Pty Ltd in Alabang, Philippines, is seeking a Customer Care Manager to oversee emergencies, troubleshooting and technical assistance during warranty and lifecycle of equipment, coordinating with Product Support and Service Account Manager. Lead complete solution delivery from customer call to resolution with expert support.

You will manage Field/Operational activities, ensure Health and Safety at customer sites and coordinate with planning on warranty and spare parts.

Qualifications

• Bachelor's degree in Mechanical or Automation or equivalent.
• 5 years in after-sales or production environment.
• Strong technical knowledge of Sidel products and line equipment.
• Excellent verbal and written communication to build customer relationships.
• Ability to work autonomously and manage multiple tasks.

Responsibilities

• First point of entry for customers with technical issues.
• Collect and filter calls, identify needs and respond to technical requests.
• Manage Field/Operational activities under Services Calls to ensure satisfaction.
• Coordinate with Field Planning on warranty, service projects and parts.
• Organize Field Services at customer sites with health and safety reporting.
• Coordinate audits: Diagnostic visits and line/ECO audits.
• Ensure Field intervention processes are applied and timely.
• Utilize SAP, Contact Center and ERP tools for service orders and interventions.
• Focus on customer proximity and proactive engagement.

Skills

Communication skills

English fluency

Interpersonal skills

Multi-tasking

Technical product knowledge

Education

Bachelor's degree in Mechanical or Automation

Job description

Contract Type

Permanent

Country

PHILIPPINES

Location

Alabang

Your opportunity

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

• First point of entry for customers related to Technical issues
• Collect and Filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customers are answered
• Manage customers Field/Operational activities (under Services Calls), identifying needs and driving efficient and effective support, ensuring Customer satisfaction
• Coordinate and follow-up with the Field Planning team on Services requests for interventions, including Warranty (Equipment, Service project, Field service) and spare part intervention requested by Part Admin (under SPNC)
• Prepare, organize, monitor and support Field Services activities at customers site, including Health and Safety and reporting
• Organize stand-alone / complete line Maintenance/Overhauls and emergency interventions
• Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit, etc.
• Ensure Field intervention processes are implemented and applied, maintaining an orderly workflow
• Ensure timely and effective utilisation of tools (e.g., SAP, Contact Center, local ERPs for Services orders, FSM for FSE interventions, etc.)
• Focus on Customer proximity

Your Profile

• Bachelor's degree or equivalent 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 in order to establish a very good customer relationship.
• Excellent responsiveness, dynamism, tenacity, autonomy and motivational skills.
• Ability to interface with all levels of the organization.
• Excellent multi-tasking abilities.
• Fluent level of English is a must.