Dispatcher/Planner
The Dispatcher Planner is responsible for effectively managing the day-to-day scheduling, routing, and dispatching of technical field engineers. This role requires exceptional organizational skills, attention to detail, and the ability to prioritize tasks. The Dispatcher Planner acts as the key point of contact between technicians, helpdesk, and business partners. You are the first point of contact and act as filter between business and engineers. Key responsibilities • make daily planning for technicians • monitor and follow up incidents • proactive distribute tickets in logical order • follow up on progress • communication with helpdesk, technicians and other stakeholders. • Detect issues using monitoring software and apply remote resolution • Escalation of problems to stakeholders Profile: • Knowledge level Bachelor's degree or equivalent through experience • Working period of several months • Knowledge of the ticketing system Service Now • Knowledge of electronics and IT • Basic knowledge of quotations • Knowledge of the structure and internal (working) procedures of the organization • Knowledge of current and company-specific software Key skills: Organisational skills: In this role, you will oversee a team of 14 technicians and coordinate the distribution of over 100 service tickets each day. Maintaining a comprehensive, high-level perspective is crucial to effectively manage this workload and ensure smooth operations. You will be responsible for developing a daily work plan for the technicians, strategically assigning tasks based on geographic locations, service level agreements (SLAs), and ticket priority levels. This requires keen organizational abilities and an aptitude for prioritizing competing demands to optimize team efficiency and meet performance targets consistently. Communication: We are seeking a highly skilled communicator with the ability to convey information clearly and effectively across various channels and audiences. Ideally, the successful candidate will demonstrate fluency in Dutch, French, and English to facilitate seamless interactions in our multilingual environment. This role requires daily engagement with a diverse team of engineers, necessitating strong interpersonal and collaborative skills. Additionally, a key responsibility will be to ensure that stakeholders remain well-informed through regular updates and transparent communication, thereby supporting alignment and progress toward our organizational goals. Flexibility: You will operate within a dynamic and fast-paced environment characterized by frequent changes and evolving priorities. Success in this role demands a high degree of adaptability and resilience, as well as a proactive and flexible mindset. You will need to be adept at responding promptly to unexpected developments and adjusting strategies as needed to maintain efficiency and productivity. The capacity to swiftly recalibrate in response to new information or shifting demands will be essential to meet the challenges inherent in this role. Technical skills: • affinity with IT. • good working knowledge of basic MS packet. • experience with service now is a plus. • experience in similar position is a plus. Other skills: • pro-active mindset • ability to work well under pressure • mature mindset in order to cope with challenging personalities • maintain composure in demanding situations Conformity criteria: • heeft reeds gewerkt als service technieker • Bereidt om op de baan te gaan (geen bureau functie).: • rijbewijs B + wagen: • Talenkennis: u beheerst (mondeling en schriftelijk) FR en/of NL, en u begrijpt EN • Service ervaring +2 jaar