Senior Technical Customer Care Lead

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

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