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.
