Job Title: Customer Service Manager
Hiring Organization: Sidel
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Beverage
Machinery
Job Type: Full
Time
Salary: KES
Date Posted: 05/07/2024
Sidel is
looking for a self motivated Cluster Customer Success Specialist / Customer
Care Manager who will be part of the Customer Management organization reporting
to the Lead Customer Care Manager. The incumbent will be responsible for
supporting customer requests for emergencies, troubleshooting and technical
assistance during the warranty and life-cycle of the equipment. He/She will
also be leading complete solution delivery from customer call until the end of
issue resolution, with the help of experts from Product Support. He/She is a
key link between the customer and the Service Account Manager for technical
problem solving and advice.
Your Mission
- Collect
and filter customer calls, identify needs and answer or manage accordingly
any technical request to ensure general support requests from customer 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 confirmed
by customer
- Follow
and support Field Service Engineer during intervention at customer site.
- Follow
up and ensure Sales Order and Service order required are created and
aligned.
- Collect
and send technical report to customer.
- Coordinate
audit execution : Diagnostic Visit, ECO audits, Line audit.
- Organize
stand alone / complete line regular maintenance and emergency
intervention.
- Focus
on customer proximity.
- Manage
Warranty intervention following Issue resolution process
Your
Profile
- Bachelor
Degree or equivalent technical qualification
- 5
years of relevant experience
- Fluency
in English and French are mandatory
- Strong
technical knowledge of Sidel products and complete line equipment.
- Excellent
multi tasks ability, reactivity, autonomy and motivational skills.
- Strong
verbal and written communication skills in order to establish a very good
customer relationship.
- Ability
to interface with all levels of the organisation.
- Gender
/ Nationality not a bar for the right candidate