Melbourne Customer Care Manager - SEAP YOUR OPPORTUNITY 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. YOUR MISSION 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 YOUR PROFILE 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. By applying to this vacancy, the applicant acknowledges and agrees to the processing of his/her personal data included in the job application.
