Customer Care Manager

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 Call Center until problem is solved and it's confirmed by customer.

Follow and support Field Service Engineers during intervention on site, scope of work and customer communication; Follow up and ensure Sales Order and Service order required are created and aligned; Collect all necessary reports to be sent to customer to build root cause analysis; Coordinate audit execution: Diagnostic Visit, ECO audits, Line audit; Organize stand alone or complete line regular maintenance and emergency intervention; Manage Warranty intervention following Issue resolution process; Prepare Health, Safety and Environment plan; Approve Field Service Engineers' time sheet; Issue necessary documents related to Field Service Engineers intervention.