Customer Care Manager

Sidel; Atlanta (GA); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading equipment manufacturer is seeking a Customer Care Manager in Atlanta to manage customer requests for emergencies and technical assistance throughout the equipment life cycle. The role involves active communication and coordination between customers and technical teams to ensure timely issue resolution. Candidates must have a Bachelor’s degree or equivalent and at least 5 years of experience in after-sales support, along with strong technical and interpersonal skills.

Qualifications

• 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.

Responsibilities

• Manage customer requests for emergencies, troubleshoots and technical assistance.
• Ensure compliance with HSS&E standards for general support requests.
• Issue Service Requests for intervention and follow up with Planning team.
• Drive non-conformity issues until resolved.
• Support Field Service Engineers during customer interventions.

Skills

Customer relationship management

Technical knowledge of Sidel products

Communication skills

Problem-solving

Education

Bachelor’s degree or Business school degree

Job description

Sidel is looking for a Customer Care Manager that manage customer requests for emergencies, trouble shooting and technical assistance during warranty and life cycle of the equipment by securing HSS&E (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until complete issue resolution with the help of experts from Product Support. Is a key role between customers and After Sales Manager for technical problem solving and advice.

Responsibilities

• 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 SINCRO until problem solved and it's confirmed by customer.
• Follow and support Field Service Engineer during intervention at customer site.
• Follow up and ensure Sales Order and Service order required are created and aligned.
• Collect and send technical report to customer.
• Organize stand alone or complete line regular maintenance and emergency intervention.
• Manage Warranty intervention following Issue resolution process.
• Make sure team members are following procedures during issue resolution intervention.
• Conduct regular follow-ups with Supply Chain and Sales & Marketing stakeholders.

Qualifications

• Bachelor’s degree or Business school degree is a plus.
• 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.