Customer Care Manager

Key Responsibilities

• Receive, assess, and coordinate customer requests related to technical issues, emergency support, troubleshooting, and warranty services.
• Act as the primary point of contact for customers, ensuring timely resolution of technical inquiries while maintaining high standards of Health, Safety, Security & Environment (HSSE).
• Coordinate service interventions by issuing service requests and liaising with planning teams and technical specialists.
• Monitor and drive issue resolution until closure, ensuring customer confirmation and satisfaction.
• Support Field Service Engineers during on-site interventions by coordinating communication, scope of work, and customer expectations.
• Ensure the creation and alignment of service orders and sales orders required for service activities.
• Collect and prepare technical reports and documentation for root cause analysis.
• Coordinate technical audits, diagnostic visits, environmental compliance audits, and production line assessments.
• Organize preventive maintenance activities as well as emergency service interventions.
• Manage warranty cases in accordance with established issue resolution processes.
• Prepare Health, Safety & Environment (HSE) plans for service activities.
• Review and approve Field Service Engineers' timesheets.
• Prepare and issue all necessary documentation related to field service interventions.

Requirements

• Bachelor's degree in Engineering or another relevant technical field.
• Minimum 3 years of experience in after-sales service, technical support, field service, or a manufacturing environment.
• Solid understanding of industrial equipment and production line operations.
• Fluency in English and Russian, both written and spoken.
• Strong customer service and relationship management skills.
• Excellent communication, problem-solving, and organizational abilities.
• Ability to manage multiple priorities and work independently in a fast-paced environment.
• High level of accountability, responsiveness, and attention to detail.
• Willingness to travel up to 25% of the time.

Nice to Have

• Experience working with packaging, food & beverage, or industrial manufacturing equipment.
• Knowledge of additional foreign languages.