Customer Care Manager
Contract Type
Permanent
Country
ITALY
Location
Parma
Your opportunity
Sidel is looking for a Customer Care Manager, part of the ECA Service organization, for South Europe based in Parma. 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
1. Initiate and oversee Non-Conformity processes via SINCRO and Call Center platforms, ensuring resolution and customer confirmation.
2. Provide ongoing support to Field Service Engineers during on-site interventions, including scope of work alignment and direct communication with customers.
3. Ensure that Sales Orders and Service Orders are correctly created, aligned, and tracked throughout the process.
4. Gather and compile all necessary reports and documentation required to build root cause analyses and ensure transparent communication with customers.
5. Coordinate and manage the execution of audits, including Diagnostic Visits, ECO audits, and Line Audits.
6. Plan and organize both regular and emergency maintenance interventions for standalone equipment and complete production lines.
7. Manage warranty interventions in accordance with the internal issue resolution process.
8. Prepare and maintain the Health, Safety, and Environment (HSE) plan for service activities.
9. Review and approve Field Service Engineers' time sheets in accordance with internal policies and procedures.
Your Profile
Level of Education & Languages
10. Bachelor’s degree in a relevant field or equivalent professional experience.
11. Fluent in English, both written and spoken.
12. Proficiency in any additional language is considered a strong asset.
Professional Skills & Experience
13. Minimum of 3 years of experience in after-sales service or within a production plant environment.
14. Strong technical knowledge of Sidel products and complete line equipment.
15. Excellent verbal and written communication skills, with a proven ability to build and maintain strong customer relationships.
16. High level of responsiveness, energy, persistence, autonomy, and motivational capability.
17. Strong interpersonal skills with the ability to interface effectively across all levels of the organization.
18. Proven ability to manage multiple tasks simultaneously in a fast-paced environment.
19. Willingness and availability to travel up to 25% of the time.