Technical Customer Care Manager: Field Support Lead

Hammerjack Pty Ltd

Muntinlupa

On-site

PHP 600,000 - 1,000,000

Full time

3 days ago

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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.