Senior Field Service Planner Benelux

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