Customer Care Manager H/F/D

Sidel is seeking a Customer Care Manager to join the ECA (Europe and Central Asia) Service organization, based in Corcelles-lès-Cîteaux, France. You will handle customer requests related to emergencies, troubleshooting, and technical support during the equipment’s warranty period as well as throughout its entire lifecycle, in compliance with HSS&E (Health, Safety, Security, and Environment) standards.

You will oversee the delivery of comprehensive solutions, from the initial customer call through to problem resolution, drawing on the expertise of technical specialists from the Product and Technical Support teams.

This key position serves as a vital link between the customer and the Services Manager, with the goal of building a lasting relationship of trust between customers and Sidel.

• Collect and screen customer calls, identify needs, and respond to or handle any technical requests in accordance with HSS&E standards to ensure that general customer support requests are addressed
• Submit service requests for field service and follow up with the Scheduling team
• Open and manage non-conformities via SINCRO and the Call Center until the issue is resolved and confirmed by the customer
• Monitor and assist Field Service engineers during on-site visits, particularly regarding the scope of work and communication with the customer
• Monitor and verify that the necessary sales orders and service orders are created and aligned
• Collect all reports required for submission to the customer to conduct a root cause analysis
• Coordinate the execution of audits: diagnostic visits, ECO audits, and line audits
• Organize regular maintenance operations (isolated units or entire lines) as well as emergency interventions
• Manage warranty repairs in accordance with the incident resolution process
• Prepare the Health, Safety, and Environment (HSE) plan
• Issue the necessary documentation related to Field Service engineers’ interventions

Your profile :

Education and Languages:

Bachelor’s degree or equivalent

Fluency in spoken and written English

Any other language is considered an asset

Professional Skills and Experience:

At least 3 years of professional experience in after-sales service or in an industrial production environment

Solid technical knowledge of complete production line equipment

Excellent written and oral communication skills to build high-quality customer relationships

Highly responsive, dynamic, tenacious, self-reliant, and self-motivated

Ability to interact with all levels of the organization

Excellent ability to multitask

Willingness to travel up to 25% of the time