Customer Service Center Agent – Service Operations

About the role

We are looking for a proactive Customer Service Center Agent to support our Service Center team. In this local support role you will coordinate preventive maintenance scheduling, follow‑up on field modification instructions and assist with 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 adjustments to Field Service Engineer (FSE) planning.
• Coordinate parts ordering, distribution and escalation for regional and external locations.
• Handle daily inbound customer calls, log issues in SMax and ensure timely follow‑up on service requests.
• Act as liaison between Regional Service Leaders, FSEs, Sales and Service Management to ensure service excellence.
• Manage field engineer dispatch calls, record comments, propose solutions and assign appropriate engineers.
• Apply the CSO process, dispatch FEs to RFSE and support quality compliance activities.

Required profile

• Proficient computer skills, including Microsoft Word and Excel.
• Experience with a parts ordering system and ability to work independently with minimal direction.
• Strong communication and interpersonal abilities; fluent in Dutch and French.
• Excellent organizational skills and capacity to manage multiple priorities in a fast‑paced environment.
• Previous experience in service operations or customer support is a plus.

Required skills

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