Sidel · 2 hours ago
Manager Customer Care
Atlanta, GA
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expSidel is seeking a Manager Customer Care to oversee the Regional Customer Care team in the North American region. The role focuses on ensuring customer satisfaction through effective management of service quality, performance targets, and team development while addressing customer issues and improving operational efficiency.
Consumer GoodsManufacturingPackaging Services
Hiring Manager
François Bélanger-Desmarais
Responsibilities
Supervise, coach, and mentor customer care representatives to achieve performance targets and service quality standards
Foster a positive, customer-centric culture focused on accountability, empathy, and continuous improvement
Support warranty cost reduction plan for all the equipments (combi and stand alone), securing proper RCA based on datas
Manage workload distribution, scheduling, and resource allocation to meet service level agreements
Secure that Team will finalize NCs and SWAP list management on CEP Ticketing system
Revise and support the execution of RCA methodology through data collections with preventive & corrective action application
Secure hotliners service execution
Handle escalation from Customers issues and ensure satisfactory resolution
Focus on SKA securing best in class support and Customer proximity
Conduct regular team meetings, one-on-one sessions, and performance reviews
Suggest and drive region FSE resources allocation in the projects and services site activities
Secure data collection from sites in order to support RCA in case of issues on equipments and lines
Define and implement competency development plans for local Field Service Engineers (FSEs)
Establish action plans following troubleshooting activities to prevent recurrence and improve performance
Assess and validate the capabilities of local FSEs after completion of required training programs
Ensure and sustain the competency development of the CCM team
Identify service and business opportunities and support the Service Account Manager (SAM) with technical input for proposals related to O&U, training, maintenance, and other service offerings
Lead the regional CCM team to continuously improve performance through KPI definition, measurement, and tracking
Review and approve material expenses up to €2,000 within SWAP lists in CEP
Qualification
Required
Minimum of 10 years of experience in technical support or field service within an industrial environment
Previous experience leading teams, either in a back-office function or onsite
Strong knowledge of beverage technologies (aseptic and non-aseptic), including combi and standalone systems, as well as line and trade equipment
Proven ability to manage customer requests and ensure a high level of customer satisfaction
Demonstrated team leadership and team-building capabilities
Strong customer-oriented mindset with the ability to motivate and engage teams
Excellent verbal and written communication skills
Strong organizational, analytical, and problem-solving skills
Ability to build effective relationships and interact with all levels of the organization, including senior-level customers
Company
Sidel
Sidel provides equipment and services solutions for packaging beverage, food, home, and personal care products.
5001-10000 employees
H1B Sponsorship
Sidel has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (5)
2023 (3)
2022 (1)
2021 (6)
2020 (4)
Funding
Current Stage
Late StageRecent News
2026-01-23
The Guardian Nigeria News - Nigeria and World News
2025-11-14
Company data provided by crunchbase