Customer Care Manager Leader South Europe
Contract Type
Permanent
Country
ITALY
Location
Parma
Your opportunity
Sidel is looking for a Lead Customer Care Manager South Europe responsible for to manage a Regional team of Customer Care Managers. The right candidate will ensure group processes are followed and procedures respected. It will also support the CCM Director to ensure development plan and carrier path for his team members. We are looking someone that follow and encourage the team to achieve strong customer satisfaction at all times. He will still need to support his Customers on 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.
Your Mission
1. 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 cus- tomers are answered.
2. Issue Service Request for intervention and ensure follow up with Planning team.
3. Open and drive non-conformity through SINCRO until problem solved and customer confirmation received.
4. Follow and support Field Service Engineer during intervention at customer site.
5. Follow up and ensure Sales Order and Service orders required are created and aligned.
6. Collect and send technical reports to customer.
7. Coordinate audit execution: Diagnostic Visit, ECO audits, Line audit.
8. Organise stand alone or complete line regular maintenance and emergency intervention.
9. Manage Warranty intervention following Issue resolution process.
10. Set up objectives for the team, support, manage and coach the team.
11. Make sure Customer Care Managers are following procedures and processes during intervention
and issue resolution steps.
12. Be a support and make decision if prioritization must be given.
13. Follow the development plan and carrier path.
14. Motivate the team, being present and supportive.
15. Make sure Customer Care Managers are well supported by Regional Product Support.
Your Profile
Level of education and languages:
16. Bachelor degree or equivalent.
17. Good written and verbal command of English, and fluent level of Italian is a must.
Professional Skills & Experience:
18. 5 years of working experience in after sales or production plant.
19. High technical knowledge of Sidel products and complete line equipment.
20. Strong verbal and written communication skills in order to establish a very good customer relationship.
21. Excellent responsiveness, dynamism, tenacity, autonomy and motivational skills.
22. Ability to interface with all levels of the organisation.
23. Excellent multi-tasking ability.