Customer Service Center Agent

About the role

We are looking for a proactive, detail‑oriented Customer Service Center Agent to support our Service Center team. In this local support position you will manage operational tasks such as preventive‑maintenance scheduling, follow‑up on field modification instructions, and adjustments to field service engineer planning, while acting as the escalation point for urgent issues.

Key responsibilities

• Schedule and monitor preventive‑maintenance (PM) and field modification instruction (FMI) activities.
• Maintain and update PM files and assist with modifications to field service engineer (FSE) planning.
• Coordinate parts ordering and distribution for FSEs.
• Handle daily inbound customer calls, log issues in SMax, and ensure timely follow‑up on service requests.
• Serve as liaison between Regional Service Leaders, FSEs, Sales, and Service Management.
• Process incoming calls from field engineers, document actions, and suggest solutions.
• Assign preferred field engineers based on system lists, training records, and resource maps.
• Execute CSO processes, dispatch FSEs, and escalate issues as required.

Required profile

• Strong computer literacy with Microsoft Word and Excel.
• Experience using a parts‑ordering system.
• Ability to work independently with minimal direction.
• Effective communication and strong interpersonal skills.
• Fluent in Dutch and French; English highly preferred.
• Organizational skills to manage multiple priorities in a fast‑paced environment.
• Hands‑on attitude with a willingness to grow into a leadership role.
• Previous experience in service operations or customer support is a plus.

Required skills

• Microsoft Word
• Microsoft Excel
• Parts ordering system
• SMax (service management platform)
• Salesforce (preferred)