Sidel is a leading provider of equipment and services solutions for packaging beverage, food, home and personal care products in PET, can, glass and other materials. With over 40,000 machines installed in more than 190 countries, we have nearly 170 years of proven experience.
This role involves supporting customer requests for emergencies, troubleshooting, and technical assistance during the warranty and lifecycle of equipment while ensuring Health, Safety, Security, and Environmental (HSS&E) standards. You will lead complete solution delivery from the initial customer call until complete issue resolution, acting as a key interface between the customer and the After Sales Manager for technical problem solving and advice.
Key Responsibilities
Request Management: Collect and filter customer calls, identify needs, and manage technical requests in compliance with HSS&E standards to ensure support requests are answered.
Intervention Coordination: Issue Service Requests for interventions and ensure follow-up with the Planning team.
Issue Resolution: Open and drive non-conformity processes through SINCRO until the problem is solved and customer confirmation is received.
Field Support: Follow and support Field Service Engineers during interventions at customer sites.
Operations Alignment: Follow up and ensure Sales Orders and Service Orders required are created and aligned.
Documentation: Collect and send technical reports to customers.
Audits: Coordinate audit execution including Diagnostic Visits, ECO audits, and Line audits.
Maintenance: Organize standalone or complete line regular maintenance and emergency interventions.
Warranty Management: Manage warranty interventions following the established issue resolution process.
Team Leadership: If applicable, set objectives for the team, manage and coach members, and ensure support by Aseptic Product Experts.
Compliance: Ensure team members follow procedures during issue resolution interventions.
Stakeholder Management: Conduct regular follow-ups with Supply Chain and Sales & Marketing stakeholders.
Requirements and Qualifications
Bachelor's degree or equivalent.
Minimum of 5 years of working experience in after-sales or a production plant environment.
High technical knowledge of Sidel products and complete line equipment.
Excellent written and verbal command of English (Italian and/or French proficiency is a plus).
Strong verbal and written communication skills to establish excellent customer relationships.
Excellent responsiveness, dynamism, tenacity, autonomy, and motivational skills.
Ability to interface with all levels of the organization.
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