Lead Customer Care Manager
Job details
By leading a team of Customer Care managers, the Customer Care Manager Lead is responsible for managing and prioritizing customers' requests for the assigned sub-region, identifying needs, and driving efficient and effective support. He/she owns and leads the end-to-end solution delivery from customer request to resolution, as well as the execution of services activities during the equipment warranty and life cycle. The ultimate objective of the role is to improve customer service experience and facilitate organic growth by increasing customer satisfaction, loyalty, and retention.Your MissionManage and prioritize customer requests and issues with the team, identifying needs and driving efficient and effective resolution, ultimately ensuring customer satisfaction.Maintain operational performance of the equipment installed base in the assigned sub-region, including retrofit and obsolescence, acting as a technical prescriber to customers and SAMs.Ensure field intervention and issue resolution processes are implemented and applied, maintaining an orderly workflow.Coordinate and follow up with the Field Planning team on services requests for interventions, including warranty.Prepare, organize, monitor, and support field services activities at customers' sites, including health and safety and reporting.Organize stand-alone/complete line regular maintenance and emergency interventions.Ensure timely and effective utilization of tools.Focus on customer proximity.Control resources and utilize assets to achieve qualitative and quantitative targets.Adhere to and manage the approved budget.Set up objectives for the team, ensuring regular and close follow-up; conduct the team annual performance appraisal cycle; devise and drive development plans and career paths for the team.Ensure Sidel Group and local processes, policies, and procedures are respected at all times.Your ProfileLevel of Education and Language:Bachelor's degree or equivalent technical qualification.Fluency in English; local language as per regional allocation is a plus.Level of Experience:At least 5 years of proven working experience in a customer service management role (after-sales technical assistance, production plant, etc.).Strong technical knowledge of Sidel equipment will be advantageous.Experience or potential in leading and managing a team.Technical knowledge of Sidel products and packaging equipment (beverage industry).Strong client-facing and communication skills; ability to interact at all levels of the organization (internal and external).Advanced troubleshooting and multi-tasking skills.Customer service orientation.Ability to effectively manage cross-functional collaboration.
#J-18808-Ljbffr Management & Operations
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