Customer Care Manager

Overview

This is a permanent full-time opportunity based in Dubai, United Arab Emirates. The role focuses on handling customer emergencies, technical troubleshooting, and warranty support across the equipment life cycle, while maintaining strict compliance with Health, Safety, Security and Environmental standards. The position acts as a bridge between customers and the After Sales Manager, helping coordinate expert support and drive issues through to resolution.

Key Responsibilities

• Receive customer contacts, assess the need behind each request, and respond to or route technical matters in line with HSS&E requirements.
• Raise service requests for interventions and track progress with the Planning team.
• Manage non-conformity cases in SINCRO from initiation through closure, ensuring the customer confirms the fix.
• Support Field Service Engineers during on-site interventions at customer facilities.
• Ensure the required sales orders and service orders are created and kept aligned.
• Prepare and share technical reports with customers.
• Coordinate audits such as diagnostic visits, ECO audits, and line audits.
• Arrange routine maintenance for stand-alone equipment or complete lines, as well as urgent interventions when needed.
• Oversee warranty-related interventions using the issue resolution process.
• Where relevant, define team objectives and provide guidance, coaching, and support, with assistance from the Aseptic Product Expert.
• Ensure team members follow the correct procedures during issue-resolution activities.
• Maintain regular coordination with Supply Chain and Sales & Marketing stakeholders.

Profile and Requirements

• Bachelor’s degree or an equivalent qualification.
• Strong spoken and written communication in English, Arabic, and French.
• At least 5 years of experience in after-sales service or a production plant environment.
• Solid technical understanding of Sidel products and complete line equipment.
• Ability to build strong customer relationships through clear written and verbal communication.
• High levels of responsiveness, initiative, persistence, self-direction, and motivation.
• Comfort interacting with stakeholders at all organizational levels.
• Strong ability to manage multiple tasks at once.

Additional Information

Employment is on a permanent contract in Dubai, United Arab Emirates.