Customer Care Manager

SIDEL; Wrocław; On-site; PLN 90,000 - 120,000; Full time

Job summary

Sidel is seeking a Customer Care Manager in Wroclaw, Poland, to support customer emergencies, troubleshooting and technical assistance during warranty and life cycle of equipment within HSS&E standards. You will lead complete service delivery from the initial customer call to issue resolution with help from Product and Technical Support teams.

In this key customer-facing role you will build strong relationships, coordinate with Field Service Engineers, ensure orders are created, and drive timely

Qualifications

• Relevant bachelor degree or equivalent.
• Fluent in English and German (written and verbal).
• 3 years of working experience in after sales or production plant.
• Strong verbal and written communication skills to establish customer relationships.
• Ability to interface with all levels of the organisation.

Responsibilities

• Collect and filter customer calls and manage technical requests per HSS&E standards.
• Issue Service Request and follow up with Planning team.
• Coordinate with Field Service Engineers during on-site interventions.
• Ensure Sales Order and Service Order are created and aligned.
• Prepare reports for root cause analysis.
• Organize stand-alone or complete line maintenance and emergency interventions.
• Manage Warranty intervention following resolution process.
• Prepare Health, Safety and Environment plans.
• Issue documents related to Field Service Engineers intervention.

Skills

English (Fluent)

German (Fluent)

Customer communication

After-sales experience

Technical knowledge

Production plant experience

Interpersonal skills

Education

Bachelor degree

Job description

Sidel is looking for a Customer Care Manager, part of the ECA Service organization, based in Wroclaw Poland. 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 Call Center until problem is solved and it's confirmed by customerFollow 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 and German (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;