CUSTOMER CARE MANAGER
Contract Type
Permanent
Country
KENYA
Location
Nairobi
Your opportunity
Sidel is looking for a self motivated Cluster Customer Success Specialist / Customer Care Manager who will be part of the Customer Management organization reporting to the Lead Customer Care Manager. The incumbent will be responsible for supporting customer requests for emergencies, troubleshooting and technical assistance during the warranty and life-cycle of the equipment. He/She will also be leading complete solution delivery from customer call until the end of issue resolution, with the help of experts from Product Support. He/She is a key link between the customer and the Service Account Manager for technical problem solving and advice.
Your Mission
- Collect and filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customer 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 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 / complete line regular maintenance and emergency intervention.
- Focus on customer proximity.
- Manage Warranty
intervention following Issue resolution process
Your Profile
- Bachelor Degree or equivalent technical qualification
- 5 years of relevant experience
- Fluency in English and French are mandatory
- Strong technical knowledge of Sidel products and complete line equipment.
- Excellent multi tasks ability, reactivity, autonomy and motivational skills.
- Strong verbal and written communication skills in order to establish a very good customer relationship.
- Ability to interface with all levels of the organisation.
- Gender / Nationality not a bar for the right candidate
