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Techcnical Customer Care Manager

hace 2 meses

Guadalajara, México Sidel A tiempo completo

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 Product Support. Is a key role between customer and After Sales Manager for technical problem solving and advice.

**Your Mission**:

- 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.

**Your Profile**:
**Education Qualifications**
- Bachelor Degree or equivalent

**Language Requirements**
- English
- Other languages can be a plus

**Professional Qualifications and Experience**
- 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 organisation
- Excellent multi-tasking abilities

**Key Leadership Behaviour (pls see details in tab "Key Leadership Behaviour)**
- Dealing with Change
- Problem Solving
- Priority Setting
- Conflict Management
- Drive for Results
- Team work

**Contract Type**:
**Permanent**:
**Country**:
**MEXICO**:
**Location**:
**Guadalajara**:

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