Senior Field Service Planner Benelux – EN/DU

A global packaging solutions client, is looking for a Senior Field Service Planner to coordinate technician deployment and service delivery across Benelux. You’ll be the key link between customers, Field Engineers, Sales and Supply Chain; driving planning excellence, contractual compliance and customer satisfaction. Fluent Dutch and English required; French a strong plus. Responsibilities
• Plan, schedule and coordinate daily, weekly and forward-looking activities for Field Engineers across Benelux
• Coordinate preventive maintenance visits in line with contractual (PMA) obligations
• Schedule emergency interventions, repairs, installations, audits and project-related service activities
• Optimize technician utilization, travel efficiency, workload balancing and resource allocation
• Manage technician availability, holiday coverage and service continuity
• Ensure service commitments, contractual obligations and customer expectations are consistently met
• Act as the primary operational point of contact for customers on planned and unplanned service activities
• Proactively communicate appointment confirmations, schedule changes, delays and service updates
• Support de-escalation of customer complaints and critical service situations through clear communication and follow-up
• Collaborate closely with Field Engineers, Service Managers, Customer Service, Sales, Supply Chain and Finance
• Support contract renewals and PMA execution through reliable planning and delivery
• Create, update and maintain customer, asset and service data in D365
• Manage work order creation, tracking, follow-up and administrative closure
• Monitor open activities, service cases and work orders to ensure timely progress and completion
• Maintain service agreements, customer records and operational documentation
• Support customer portals and administrative compliance requirements
• Request customer purchase orders when required and ensure billing prerequisites are met
• Provide accurate, complete information to support timely work order invoicing
• Contribute to resolving billing discrepancies and administrative blockers
• Ensure service documentation is complete, traceable and audit-ready
• Track, report and follow up on service performance indicators (technician utilization, PMA coverage, planning accuracy, backlog, invoicing readiness)
• Identify operational improvement opportunities and support corrective actions
• Contribute to D365 enhancements, process standardization and digital transformation initiatives
• Document procedures and maintain knowledge management resources for team resilience and continuity Requirements
• Bachelor’s degree or equivalent professional experience
• Minimum 3 years of experience in service planning, logistics planning, customer service coordination, field service operations or supply chain planning
• Experience in an industrial, manufacturing, technical service or equipment-driven environment strongly preferred
• Strong ERP capability, D365 experience preferred
• Advanced Microsoft Office skills, particularly Outlook, Excel and reporting tools
• Ability to manage multiple systems, priorities and workflows simultaneously
• Strong analytical skills, able to translate operational data into practical follow-up actions
• Experience handling service work orders, technician planning and operational administration
• Outstanding organizational, planning and prioritization skills
• Strong customer orientation, empathy and professional communication style
• Ability to work under pressure in a fast-paced, operationally demanding environment
• Solution-oriented mindset with strong ownership and accountability
• Continuous improvement mentality, willing to challenge inefficient processes
• Quick learner, highly adaptable and resilient
• Team player able to collaborate across Customer Service, Field Service, Sales, Supply Chain, Finance and Management
• Fluent in Dutch and English (mandatory); French highly preferred; German an advantage