Customer Care Manager

Sidel is seeking a Customer Care Manager to oversee technical customer support across equipment lifecycle operations. The role serves as a critical link between customers and internal after-sales teams, ensuring efficient resolution of technical issues, warranty cases, and service interventions while maintaining compliance with safety and quality standards.

Handle customer requests including emergencies, troubleshooting, and technical support during warranty and post-warranty phases

Act as the coordination point between customers and internal technical experts for issue resolution

Ensure all customer issues are managed in line with Health, Safety, Security & Environmental standards

Log, track, and manage service requests and ensure proper follow-up with planning teams

Oversee non-conformity cases and drive resolution through internal systems until closure

Support field service engineers during on-site interventions

Ensure proper creation and alignment of sales and service orders

Prepare and deliver technical reports to customers

Coordinate audits including diagnostic visits, ECO audits, and line audits

Organize preventive maintenance and emergency service interventions

Manage warranty-related interventions through structured resolution processes

Ensure team compliance with internal procedures during service execution

Liaise regularly with supply chain, sales, and marketing teams for alignment

Bachelor’s Degree or equivalent qualification

Minimum of 5 years’ experience in after-sales service or production plant operations

Strong technical knowledge of industrial packaging or line equipment (Sidel experience preferred)

Excellent communication skills in English (Italian or French is an added advantage)

Strong customer relationship management ability

High level of responsiveness, adaptability, and problem-solving skills

Ability to work across multiple teams and organizational levels

Strong multitasking and coordination skills

Leadership or team coaching experience is an advantage

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