Manager Customer Care NAM

Sidel Group • Norcross, GA

1d

About The Position

Manager Customer Care is in charge to manage Regional Customer Care team being responsible of the Customer satisfaction Leading complete solutions of Sidel lines and stand-alone equipments located in the North American Region including third party line equipments (Cappers, Inspection systems, Nitrogen dosers) by securing HSS&E (Health, Safety, Security & Environmental conditions). The purpose of the manager job is to ensure that customers are able to achieve the best performance from operating Sidel equipment through cooperation with both the teams as Product Support and Aftersales Managers.

Requirements

• Minimum of 10 years of experience in technical support or field service within an industrial environment.
• Previous experience leading teams, either in a back-office function or onsite.
• Strong knowledge of beverage technologies (aseptic and non-aseptic), including combi and standalone systems, as well as line and trade equipment.
• Proven ability to manage customer requests and ensure a high level of customer satisfaction.
• Demonstrated team leadership and team-building capabilities.
• Strong customer-oriented mindset with the ability to motivate and engage teams.
• Excellent verbal and written communication skills.
• Strong organizational, analytical, and problem-solving skills.
• Ability to build effective relationships and interact with all levels of the organization, including senior-level customers.

Responsibilities

• Supervise, coach, and mentor customer care representatives to achieve performance targets and service quality standards.
• Foster a positive, customer-centric culture focused on accountability, empathy, and continuous improvement.
• Support warranty cost reduction plan for all the equipments (combi and stand alone), securing proper RCA based on datas.
• Manage workload distribution, scheduling, and resource allocation to meet service level agreements.
• Secure that Team will finalize NCs and SWAP list management on CEP Ticketing system.
• Revise and support the execution of RCA methodology through data collections with preventive & corrective action application.
• Secure hotliners service execution.
• Handle escalation from Customers issues and ensure satisfactory resolution.
• Focus on SKA securing best in class support and Customer proximity.
• Conduct regular team meetings, one-on-one sessions, and performance reviews.
• Suggest and drive region FSE resources allocation in the projects and services site activities.
• Secure data collection from sites in order to support RCA in case of issues on equipments and lines.
• Define and implement competency development plans for local Field Service Engineers (FSEs).
• Establish action plans following troubleshooting activities to prevent recurrence and improve performance.
• Assess and validate the capabilities of local FSEs after completion of required training programs.
• Ensure and sustain the competency development of the CCM team.
• Identify service and business opportunities and support the Service Account Manager (SAM) with technical input for proposals related to O&U, training, maintenance, and other service offerings.
• Lead the regional CCM team to continuously improve performance through KPI definition, measurement, and tracking.
• Review and approve material expenses up to €2,000 within SWAP lists in CEP.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed