Customer Service Representative

Customer Care Maintenance and service coordinator Customer Care Maintenance and service coordinator Location Kapellen (BE) Contract type Permanent J-Tec Material Handling is part of the Katoen Natie group of companies. Katoen Natie is a global logistics and applied engineering provider. To optimally serve its customers, the organization is decentralized in business units. Each business unit acts independently and offers its clients tailor made solutions. J-Tec Material Handling is theprocess engineeringbusiness unit of the group, offering material handling and process engineering solutions to the industry market leaders, in the chemical and food industries all over the world. We design and build turnkey process installations for our customers. Our company always strives to make a difference in terms of creativity, flexibility and performance. We execute both green- and brownfield projects of different sizes with an average implementation time of one to two years. We are a fast growing company with an international team of more than 350 employees (and counting). We have offices in Belgium, Denmark, Spain, Thailand, Chile and the US. As Customer Care Service Coordinator, you play a key role in the further development of J-Tec’s Customer Care activities. You combine technical expertise with commercial insight to coordinate maintenance services, service interventions, inspections and maintenance contracts for our customers across the Benelux. You act as a trusted sparring partner and contribute to the further growth of our service organisation. You coordinate the daily activities of Customer Care Field Engineers, build long-term customer relationships and identify opportunities to expand our maintenance and aftersales business. Your focus is on delivering excellent customer service while continuously improving the efficiency and added value of our Customer Care activities. You will work closely with the Business Line Manager Customer Care and play an important role in expanding J-Tec’s maintenance business, developing long-term service partnerships with customers and supporting the growth of our aftersales organisation. Unlike a traditional service coordination role, this position offers the opportunity to actively contribute to the further development of J-Tec’s maintenance and service business. You will combine technical problem-solving, customer interaction, commercial responsibility and business development while helping shape the future of Customer Care within J-Tec. As our maintenance activities continue to grow, this role offers clear opportunities for further career development towards a Maintenance & Service Manager position with people management responsibilities. In addition, you will have the opportunity to contribute to the development of maintenance and service concepts across J-Tec’s international organisation. Key Responsibilities Customer Care Operations Coordinate Customer Care interventions, preventive maintenance, inspections and retrofit activities from quotation to completion. Act as the primary point of contact for customers regarding maintenance activities, technical issues, service requests, warranty cases and complaints. Perform a first technical assessment of customer issues and coordinate the appropriate follow-up. Ensure clear communication and alignment with customers and internal stakeholders throughout the execution of the work. Planning & Coordination Manage the daily planning and deployment of Customer Care Field Engineers, ensuring an efficient allocation of resources without direct hierarchical responsibility. Coordinate maintenance interventions, customer visits and technical training schedules. Ensure the availability of the required tools, equipment, materials and workwear for the service team. Organise technical training for Customer Care Field Engineers and contribute to their continuous development. Commercial & Technical Support Develop and negotiate maintenance agreements, service proposals and spare parts quotations based on customer requirements and inspection reports. Translate customer needs into tailored maintenance and service solutions. Proactively identify commercial opportunities within the existing customer portfolio and contribute to the further growth of the Customer Care business. Support retrofit projects and other aftersales services in close collaboration with the Sales Engineers. Provide technical support to the Customer Care Representatives for aftersales equipment and spare parts. Project & Order Management Coordinate the execution of maintenance and retrofit orders in line with planning, budget, quality and safety requirements. Monitor project progress, budgets and forecasts, taking corrective actions where required. Coordinate purchasing activities and manage suppliers and subcontractors for maintenance projects. Ensure accurate administration of service orders, ERP data, documentation and invoicing. Quality, Safety & Continuous Improvement Ensure compliance with engineering standards, company procedures and HSEQ requirements. Perform workplace inspections in accordance with the HSEQ milestone planning. Continuously look for opportunities to improve Customer Care processes, maintenance strategies and customer satisfaction. Your profile You hold a Bachelor\'s or Master\'s degree in a technical discipline and have a solid technical understanding of mechanical, electrical and electronic systems. Experience in a service, maintenance or project coordination environment is considered a strong asset. You enjoy combining technical expertise with commercial insight. Building long-term customer relationships comes naturally to you, and you know how to translate customer needs into practical, value-adding service solutions. You are able to identify commercial opportunities and actively contribute to the further growth of our Customer Care activities. You communicate confidently with customers, suppliers and colleagues from different departments and enjoy working closely with both technical and commercial teams. You are well organized and able to set priorities in a dynamic environment. Thanks to your analytical mindset and problem-solving approach, you remain focused under pressure and take initiative when needed. You work accurately, have a strong sense of ownership and enjoy working both independently and as part of a multidisciplinary team. You have strong administrative skills and are comfortable working with ERP systems and Microsoft Office applications. You understand the importance of quality, safety and cost awareness in an industrial service environment. You are fluent in Dutch and English, both spoken and written. Knowledge of French and/or German is an asset (not a must). You hold the required VCA safety certification or are willing to obtain it in accordance with the company training matrix. Required experience 5 years We offer At J-Tec, you will join an innovative and internationally growing engineering company where entrepreneurship, ownership and teamwork are at the heart of everything we do. You will take on a challenging and varied role with a high degree of autonomy, combining technical, commercial and organizational responsibilities. As a key member of our Customer Care team, you will work closely with the Business Line Manager and play an important role in the further development of the Business Line Customer Care. This position offers a unique opportunity to actively contribute to the growth of J-Tec's Customer Care organisation and help shape the future of our maintenance business. You will have a direct impact on how maintenance and service activities are further developed, both within the Benelux and, potentially, across J-Tec's international organisation. As our maintenance activities continue to expand, this role offers clear opportunities for further career development towards a Maintenance & Service Manager position, including people management responsibilities and ownership of a growing maintenance and service organisation. In return, we offer an attractive salary package complemented by fringe benefits, opportunities for continuous learning and development and a dynamic working environment with short communication lines and engaged colleagues. #J-18808-Ljbffr