Senior Field Service Planner Benelux

The Senior Field Service Planner Benelux is responsible for coordinating and optimizing all field service activities across the region, ensuring the effective deployment of Field Engineers while delivering a professional, proactive and customer-focused service experience.

The role acts as the operational hub between customers, Field Engineers, Customer Service, Sales, Supply Chain, Finance and Service Leadership. It covers the complete service planning lifecycle, from preventive maintenance scheduling and emergency interventions to work order administration, customer communication, invoicing support, reporting and continuous improvement.

This position has direct impact on service revenue protection, customer satisfaction, technician productivity, response times, contractual compliance and overall service performance across Benelux.

Key responsibilities

Service Planning & Coordination - 40%

· Plan, schedule and coordinate daily, weekly and forward-looking activities for Benelux Field Engineers.

· Coordinate preventive maintenance visits in line with PMA contractual 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 requirements.

· Ensure service commitments, contractual obligations and customer expectations are met consistently.

Customer & Stakeholder Management - 20%

· Act as a primary operational point of contact for customers regarding planned and unplanned service activities.

· Proactively communicate appointment confirmations, schedule changes, delays and service updates.

· Support the de-escalation of customer complaints and critical service situations through clear communication and decisive follow-up.

· Collaborate closely with Field Engineers, Service Managers, Customer Service, Sales, Supply Chain and Finance.

· Support contract renewals and PMA execution by ensuring robust planning discipline and reliable service delivery.

Work Order & Systems Management - 15%

· 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 relevant operational documentation.

· Support customer portals and administrative compliance requirements.

Financial & Administrative Support - 10%

· Request customer purchase orders when required and ensure billing prerequisites are available.

· Provide accurate and complete information to support timely work order invoicing.

· Contribute to the resolution of billing discrepancies and administrative blockers.

· Ensure service documentation is complete, traceable and audit-ready.

Reporting & Continuous Improvement - 15%

· Track, report and follow up on service performance indicators.

· Monitor technician utilization, PMA coverage, planning accuracy, backlog and 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 to strengthen team resilience and service continuity.

Key Performance Indicators

· Technician utilization, with a target of at least 80%.

· PMA completion coverage and adherence to contractual planning requirements.

· Planning accuracy and schedule reliability.

· Response time to customer requests and service escalations.

· First-contact resolution and quality of customer follow-up.

· Open service case backlog and aging.

· Open work orders awaiting invoicing.

· Invoice lead time and administrative readiness.

· Customer satisfaction and service communication quality.

· Number of escalations resolved within agreed expectations.

· Work order completion cycle time.

Requirements

Education & Experience

· Bachelor’s degree or equivalent professional experience.

· Minimum of three 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 is strongly preferred.

Technical Skills

· Strong ERP capability, with D365 experience preferred.

· Advanced Microsoft Office skills, particularly in Outlook, Excel and reporting tools.

· Ability to manage multiple systems, priorities and workflows simultaneously.

· Strong analytical skills and the ability to translate operational data into practical follow-up actions.

· Experience handling service work orders, technician planning and operational administration.

Personal Competencies

· Outstanding organizational, planning and prioritization skills.

· Strong customer orientation, empathy and professional communication style.

· Ability to work under pressure in a fast-paced and operationally demanding environment.

· Solution-oriented mindset with strong ownership and accountability.

· Continuous improvement mentality and willingness to challenge inefficient ways of working.

· Quick learner with high adaptability and resilience.

· Team player able to collaborate across Customer Service, Field Service, Sales, Supply Chain, Finance and Management.

Language Requirements

Mandatory: Dutch and English.

Highly preferred: French.

Additional language: German is considered an advantage.