Technical Customer Care Manager

Sidel is hiring a Technical Customer Care Manager to strengthen their customer service operations in Nairobi, Kenya. This permanent position offers an exciting opportunity to join a leading company in the Food and Beverage industry and make a significant impact on customer success.

About the Technical Customer Care Manager Role

The Technical Customer Care Manager will be a vital part of the Customer Management organization, reporting directly to the Lead Customer Care Manager. This role combines technical expertise with customer relationship management to ensure optimal equipment performance and customer satisfaction.

Key Responsibilities

• – Lead complete solution delivery from initial customer contact through to final issue resolution
• – Provide emergency support and technical assistance for equipment during warranty and lifecycle periods
• – Coordinate with Product Support experts to resolve technical challenges
• – Serve as a key liaison between customers and Service Account Managers
• – Deliver technical problem-solving solutions and professional advice
• – Manage multiple customer requests while maintaining high service standards

Requirements and Qualifications

• – Bachelor’s Degree or equivalent technical qualification
• – Minimum 5 years of relevant experience in the Food and Beverage industry
• – Strong technical knowledge of Sidel products and complete line equipment
• – Fluency in both English and French (mandatory)
• – Proven track record in technical problem-solving and customer support
• – Excellent multitasking abilities and autonomous work style
• – Outstanding verbal and written communication skills
• – Demonstrated ability to interface with all organizational levels
• – Strong relationship-building capabilities with customers

What Sets You Apart

• – Experience in managing complex technical solutions
• – Understanding of industrial equipment lifecycle management
• – Proven ability to work under pressure and meet deadlines
• – Strong analytical and troubleshooting skills
• – Customer-centric approach to problem-solving

Location

• – Based in Nairobi, Kenya
• – Some travel may be required

How to Apply

Qualified candidates from all backgrounds are encouraged to apply, as gender and nationality are not barriers for the right candidate.