Customer Care Manager at Sidel
Your opportunity
Support 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 customer
and After Sales Manager for technical problem solving and advice.
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 until problem solved and customer
confirmation
received. - Follow
and support Field Service Engineer during intervention at customer site.
- Follow
up and ensure Sales Order and Service orders required are created and
aligned.
- Collect
and send technical reports to customer.
- Coordinate
audit execution: Diagnostic Visit, ECO audits, Line audit.
- Organise
stand alone or complete line regular maintenance and emergency
intervention.
- Manage
Warranty intervention following Issue resolution process.
- If
applicable, set up objectives for the team, support, manage and coach the
team, ensure it is
well supported by Aseptic Product Expert. - Make
sure team members are following procedures during issue resolution
interventions.
- Conduct
regular follow-ups with Supply Chain and Sales & Marketing
stakeholders.
Your Profile
- Bachelor
degree or equivalent
- Good
written and verbal command of English (Italian and/or French 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 organisation
- Excellent
multi-tasking abilities
Regional Product Support Engineer at Sidel
Your opportunity
Automation Product Support Expert must secure the
operational follow up & technical support of all equipments on the
automation side, through the life of the machine. The expert will also ensure
that the population of colleagues (FSE, PM, CCM, ASM) in direct contact with
the customer is well supported through email, telephone, RAC, RVA and onsite.
At the same time, the expert will ensure proper preparation and distribution of
the appropriate documentation concerning the troubleshooting of automation
issues on the equipments. The Automation Product Support Expert should also be
able to provide basic mechanical support to our internal and external
customers.
Your Mission
- Participate
on the Contact Center Ticketing System and provide solution and support to
our external customers as well as to our Field Service Engineer on
palletizer equipment.
- Provide
daily telephone & email support for automation but also for basic
mechanical issues to internal (FSE, PM, CCM, ASM) and external customers
on Sidel equipment.
- Secure
and manage Non-Conformity and warranty cost on the SINCRO tool.
- Support
FSE during new project installation and service site execution on
automation issues (as well as basic mechanical support).
- Apply
Root Cause Analysis methodology on automation and mechanical issues on
equipment, driving data collection and preventive/corrective action.
- Report
in a concise manner the issues seen on the field and requests for
engineering modification to the Product Group.
- Provide
any preliminary solution to internal and external customers.
- Secure
retrofit application on the Equipment installed base concerning automation
and mechanical solution.
- Contribute
to support service activities on spare parts, training, maintenance
opportunities, Line Improvement.
- Travel
onsite or coordinate intervention on site of experts in case of technical
issues that require a specific RCA, troubleshooting for equipment.
- Provide
daily telephone & email support to internal and external customers,
throughout the life of the machine
- Secure
retrofit application on the installed base
- Secure
performances of commercially released equipments and lines
Your Profile
Level of Education and Language
- Bachelor
Degree or equivalent
- Good
level of English
- Local
Languages spoken in the region are a plus
Level of Experience and Skills
- Minimum
of 3 years with technical assistance and/or field experience
- Electrical
fundaments (safety equipment, sensors, motion, servo drivers, inverters)
- acknowledge
of beverage technology (aseptic and not): combi/stand alone technology
& trade/line eqps.
- Knowledge
of PLC platform (Siemens S7, Siemens TIA Portal is a plus, B&R,
Rockwell Automation, Elau)
- Knowledge
of HMI (Zenon and/or Citect) and Motion platforms (Danfoss and Elau)
- ability
to manage and satisfy customer requests