Customer Care Manager

Contract Type

Permanent

Country

Location

Almaty

Your opportunity

Sidel 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 Profile

Level 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%.