Description
Customer Care Manager – Capital Equipment / Packaging Machinery
📍 Location: [Atlanta]
An international leader in industrial equipment solutions is seeking a Customer Care Manager to support its growing After Sales operations. This role is critical in managing customer requests related to technical issues, emergencies, and troubleshooting, ensuring high levels of responsiveness and service throughout the equipment lifecycle.
As the key interface between customers and internal technical teams, you'll coordinate interventions, follow up on service delivery, and ensure customer satisfaction—always with a strong focus on Health, Safety, Security & Environment (HSS&E).
Key Responsibilities:
- Handle and prioritize incoming customer calls, assess technical needs, and coordinate appropriate support actions
- Manage service requests from creation to resolution, working closely with Planning and Product Support teams
- Track non-conformities and lead resolution processes, ensuring clear communication with the customer
- Support field service engineers during onsite interventions
- Ensure accurate and timely creation of sales and service orders
- Deliver technical reports and coordinate audits (diagnostic visits, ECO audits, line audits)
- Organize preventive maintenance and emergency interventions
- Oversee warranty cases and ensure procedural compliance by all team members
- Maintain ongoing communication with Supply Chain, Sales, and Marketing teams
Profile & Experience:
- Bachelor's degree or equivalent; business or technical education is a plus
- Fluent in English; knowledge of Italian or French is a strong asset
- 5+ years’ experience in After Sales or production environments within capital equipment or packaging sectors
- Strong technical knowledge of production equipment or complete line systems
- Customer-focused with excellent communication, problem-solving, and organizational skills
- Able to manage multiple priorities and work autonomously in a dynamic environment
