Customer Care Manager

PURPOSE: 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 Sidel Product Support . Is a key role between customer and After Sales Manager for technical problem solving and follow-up. Main Responsibilities: - 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 it's confirmed by customer - Follow and support Field Service Engineer during intervention at customer site - Follow up and ensure Sales Order and Service order required are created and aligned - Collect and send technical report to customer - 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 - Troubleshooting and technical assitance for our customers during working hours. - 365 Technical Assistance support.