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