Customer Care Manager

• Collect and filter customer calls, identify technical needs, and manage responses in compliance with Health, Safety, Security & Environmental (HSS&E) standards.
• Issue Service Requests for field interventions and coordinate with the Planning team for timely scheduling and follow-up.
• Open and manage Non-Conformities via SINCRO and Call Center systems, ensuring resolution and customer confirmation.
• Provide real-time support to Field Service Engineers during on-site activities, including scope clarification and customer communication.
• Ensure proper creation, alignment, and tracking of Sales Orders and Service Orders.
• Collect and prepare all necessary reports for root cause analysis and customer communication.
• Coordinate and support audit execution such as Diagnostic Visits, ECO Audits, and Line Audits.
• Organize both scheduled and emergency maintenance for standalone equipment and complete production lines.
• Manage warranty-related interventions according to internal issue resolution procedures.
• Prepare and maintain the Health, Safety, and Environment (HSE) plan for service activities.
• Approve Field Service Engineers’ time sheets in accordance with internal policies.
• Issue all required documentation related to Field Service Engineers’ interventions.

• Relevant bachelor’s degree or equivalent experience.
• Fluent in English (written and verbal).
• Proficiency in any additional language is considered an advantage.

• Minimum 3 years of experience in after-sales service or within a production plant environment.
• High technical knowledge of Sidel products and complete line equipment.
• Strong verbal and written communication skills with a focus on building effective customer relationships.
• Excellent responsiveness, dynamism, tenacity, autonomy, and motivational attitude.
• Ability to effectively interface with all levels of the organization.
• Strong multitasking and organizational skills.
• Availability to travel up to 25%.

Sidel