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Customer Care Manager at Sidel

posted 6 hours ago
Job Overview
Employment FullTime
Location Nairobi Kenya
Experience At least 2 years
Education Level Bachelor's Degree
View More in Jobs > Customer Service & Support
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Opportunities Meet Aspirations

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
Read More & Apply

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