Customer Care Manager Hotliner W - M - D H/F - Sidel

Customer Care Manager Hotliner (W/M/D)

Contract Type

Permanent

Country

FRANCE

Location

Octeville sur Mer

Your opportunity

Sidel is looking for a Customer Care Manager Hotliner, part of the ECA (Europe Central Asia) Service organization, based in Octeville France. 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 via the Call Center, 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 customer
- Follow 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
- Coordinate audit execution: Diagnostic Visit, ECO audits, Line audit
- Organize stand alone or complete line regular maintenance and emergency intervention
- Manage Warranty intervention following Issue resolution process
- Prepare Health, Safety and Environment plan
- Approve Field Service Engineers' time sheet
- Issue necessary documents related to Field Service Engineers intervention

Your Profile

Level of education and languages:

- Relevant bachelor degree or equivalent
- Fluent in English (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
- Excellent multi-tasking abilities
- Availability to travel up to 25 %