Customer Care Maintenance and service coordinator

Position

Customer Care Maintenance and service coordinator

Location

Kapellen (BE)

Contract type

Permanent

General Description

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 the process engineering business 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.

Job Description

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 o