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+ Drive Customer Excellence: Lead and optimize customer care operations to deliver world-class service. + Strategic Impact: Partner with cross-functional teams to implement innovative solutions that enhance customer satisfaction and loyalty. + Regional Influence: Work in a diverse, fast-paced environment with opportunities to make a significant impact across multiple markets.
- First point of entry for customers related to technical issues.
- Collect and Filter customer calls, identify needs and answer or manage accordingly any technical request to ensure general support requests from customers are answered
- Manage customers’ Field/Operational activities (under Services Calls), identifying needs and driving efficient and effective support, ensuring Customer satisfaction
- Coordinate and follow-up with the Field Planning team on Services requests for interventions, including Warranty (Equipment, Service project, Field service) and spare part intervention requested by Part Admin (under SPNC)
- Prepare, organize, monitor and support Field Services activities at customers’ site, including Health and Safety and reporting
- Organize stand-alone / complete line Maintenance/Overhauls and emergency interventions
- Coordinate audit execution : Diagnostic Visit, ECO audits, Line audit, etc.
- Ensure Field intervention processes are implemented and applied, maintaining an orderly workflow
- Ensure timely and effective utilization of tools (e.g., SAP, SINCRO, SAP B1 for Services orders, FSM for FSE interventions, etc.)
- Focus on Customer proximity
- Strong communication & negotiation skill in English.
- Bachelor's degree in Mechanical or Automation engineering.
- Min 5 years experience in technical support/field engineering, services.
- Knowledge of Sidel Portfolio, including its overall technical background.