PRINCIPLE JOB RESPONSIBILITIES

• Serve as first point of contact for customers by telephone or e-mail for all customers in Belgium and supporting the Netherlands office.
• Serve as point of contact for interdepartmental communication regarding resource planning.
• Log customer incidents and coordinate the follow up with our local and international support organization.
• Maintain accurate records of formal correspondence with customers.
• Manage the schedule of field service engineers (on call planning, project planning, maintenance planning, etc.)
• Prepare site visits for a team of +/- 25 field service engineers and consultants.
• Facilitating support to a team of field service engineers
• Coordinating and planning preventive maintenance for contract customers. Work in a team of Benelux coordinators and provide each other back-up.
• Arrangement of material shipments for spares support and emergency response.
• Coordinate hardware returns & warranties with Aftermarket team.
• Work with the sales and admin teams to ensure there is an overview of service contract renewals and Service Subscription renewals are maintained.
• Communicate internal and external and follow the Emerson Safety & Quality processes and
standards on Service tasks.

REQUIRED QUALIFICATIONS AND EXPERIENCE

• At least 2-3 years relevant experience in Customer Services
• Bachelor level (through formal education or work experience) preferable in a technical field
• Advanced level of telephone and complaints handling skills
• Computer Literate (MS Office, affinity with Management systems)
• Verbal and written communication skills fluent in Dutch and English

CORE COMPETENCIES:
• Instills Trust
• Drives Results
• Collaborates
• Customer Focus
• Optimizes Work Processes

PROFESSIONAL COMPETENCES
• Action Oriented
• Communicates Effectively
• Plans & Aligns
• Interpersonal Savvy
• Nimble Learning
• Being Resilient
• Self-Development