Customer Care Manager

hace 1 día

Barcelona, España Sidel A tiempo completo

Sidel is looking for a Customer Care Manager, part of the ECA Service organization, for South Europe based in Barcelona. 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 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.

**Your Profile**:
**Level of Education & Languages**
- Relevant bachelor’s degree or equivalent experience.
- Fluent in English (written and verbal).
- Proficiency in any additional language is considered an advantage.

**Professional Skills & Experience**
- 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%.

**Contract Type**:
**Permanent**:
**Country**:
**SPAIN**:
**Location**:
**Barcelona**:

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