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.
Responsibilities:
- 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 customer confirmation received.
- Follow and support Field Service Engineer during intervention at
customer site.
- Follow up and ensure Sales Order and Service orders required are
created and aligned.
- Collect and send technical reports to customer.
- Coordinate audit execution : Diagnostic Visit, ECO audits, Line
audit.
- Organise stand alone or complete line regular maintenance and
emergency intervention.
- Manage Warranty intervention following Issue resolution process.
- If applicable, set up objectives for the team, support, manage and
coach the team, ensure it is well supported by Aseptic Product Expert.
- Make sure team members are following procedures during issue
resolution interventions.
- Conduct regular follow-ups with Supply Chain and Sales &
Marketing stakeholders.
Qualifications:
- Bachelor degree or equivalent
- Good written and verbal command of English (Italian and/or French a
plus).
- 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
How to Apply
