Customer Care Manager - SEAP

Contract Type

Permanent

Country

PHILIPPINES

Location

Alabang

Your opportunity

We are looking for a Customer Care Manager that manages customer requests for emergencies, troubleshooting and technical assistance during warranty and life cycle of the equipment by securing HSE (Health, Safety, Security & Environmental). Lead complete solution delivery from customer call until complete issue resolution with the help of experts from Product Support. He plays a key role between Customers and Service Account Manager for technical problem solving and advice.

Your Mission

• First point of entry for customers related to Technical issues
• Collect and Filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customers are answered
• Manage customers Field/Operational activities (under Services Calls), identifying needs and driving efficient and effective support, ensuring Customer satisfaction
• Coordinate and follow-up with the Field Planning team on Services requests for interventions, including Warranty (Equipment, Service project, Field service) and spare part intervention requested by Part Admin (under SPNC)
• Prepare, organize, monitor and support Field Services activities at customers site, including Health and Safety and reporting
• Organize stand-alone / complete line Maintenance/Overhauls and emergency interventions
• Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit, etc.
• Ensure Field intervention processes are implemented and applied, maintaining an orderly workflow
• Ensure timely and effective utilisation of tools (e.g., SAP, Contact Center, local ERPs for Services orders, FSM for FSE interventions, etc.)
• Focus on Customer proximity
  
  

Your Profile

• Bachelor's degree or equivalent in Mechanical or Automation.
• 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 organization.
• Excellent multi-tasking abilities.
• Fluent level of English is a must.