Customer Care Manager
Contract Type
Permanent
Country
SPAIN
Location
Barcelona
Your opportunity
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
1. Collect and filter customer calls, identify technical needs, and manage responses in compliance with Health, Safety, Security & Environmental (HSS&E) standards.
2. Issue Service Requests for field interventions and coordinate with the Planning team for timely scheduling and follow-up.
3. Open and manage Non-Conformities via SINCRO and Call Center systems, ensuring resolution and customer confirmation.
4. Provide real-time support to Field Service Engineers during on-site activities, including scope clarification and customer communication.
5. Ensure proper creation, alignment, and tracking of Sales Orders and Service Orders.
6. Collect and prepare all necessary reports for root cause analysis and customer communication.
7. Coordinate and support audit execution such as Diagnostic Visits, ECO Audits, and Line Audits.
8. Organize both scheduled and emergency maintenance for standalone equipment and complete production lines.
9. Manage warranty-related interventions according to internal issue resolution procedures.
10. Prepare and maintain the Health, Safety, and Environment (HSE) plan for service activities.
11. Approve Field Service Engineers’ time sheets in accordance with internal policies.
12. Issue all required documentation related to Field Service Engineers’ interventions.
Your Profile
Level of Education & Languages
13. Relevant bachelor’s degree or equivalent experience.
14. Fluent in English (written and verbal).
15. Proficiency in any additional language is considered an advantage.
Professional Skills & Experience
16. Minimum 3 years of experience in after-sales service or within a production plant environment.
17. High technical knowledge of Sidel products and complete line equipment.
18. Strong verbal and written communication skills with a focus on building effective customer relationships.
19. Excellent responsiveness, dynamism, tenacity, autonomy, and motivational attitude.
20. Ability to effectively interface with all levels of the organization.
21. Strong multitasking and organizational skills.
22. Availability to travel up to 25%.