Customer Care Manager

Sidel

  • Алматы
  • Постоянная работа
  • Полная занятость
  • 1 д. назад
AlmatyCustomer Care ManagerYOUR OPPORTUNITYSidel is looking for a Customer Care Manager, part of the ECA Service organization, for CCA based in Almaty. 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 SINCRO & 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 PROFILELevel of education and languages:
  • Relevant bachelor degree or equivalent.
  • Fluent in English and Russian (written and verbal).
  • Any other language would be seen as an advantage.
Professional Skills & Experience:
  • At least 3 years of work 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%.
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Sidel