Job Summary

The customer service operations team is responsible for executing resource planning and scheduling of the Customer Service Organization field force for a defined Market Operations. Execute resource planning and scheduling for a defined area including mandatory and solutions kits. Plan and schedule all types of fields activities, mandatory and solutions kits in a timely manner and with a high level of quality and stakeholder involvement. Ensuring the right competence are assigned to the right demand at the right time and at the right cost. 
For strengthening our current team, we are now looking for a professional and experienced colleague to fulfil the role of a Resource Planner.  

Are you a person that likes to collaborate with others? Do you want to use your excellent communications skills and your ability to take initiative? Then this might be the right position for you! 

In this role you will work in close cooperation with - network of Resource Planners, international EMEA Resource Planning and Flex Zone Manager, Service Administrators, CSO Directors, Service Delivery Managers and Service Account Representatives. You will report to the Resource Planning Leader.

What you will do

• Lead the planning, scheduling, and deployment of Mandatory Replacement Kits (MRKs) across the assigned market area, ensuring timely execution, resource availability, process compliance, and full stakeholder transparency.  
• Monitor MRK deployment progress and collaborate with the Resource Planning Leader to identify short- and medium-term capacity constraints, ensuring adequate field force coverage to meet MRK completion targets.  
• Drive operational forecasting and planning activities related to MRK campaigns, ensuring effective alignment between field resources, material availability, and customer commitments.  
• Support the execution and tracking of MRK programs by utilizing planning and scheduling KPIs, visual management tools, and performance reporting to improve deployment efficiency and visibility.  
• Coordinate closely with the NGSO OFSP team to ensure Installed Base equipment master data is accurately updated following MRK implementation, enabling automated updates and maintaining data integrity.  
•  Act as a key liaison between planning, operations, and deployment teams to proactively address risks, escalations, and scheduling conflicts impacting MRK execution.  
• Contribute to continuous improvement initiatives by identifying opportunities to optimize MRK deployment processes, reduce backlog, improve completion rates, and share best practices across regions.  
• Ensure end-to-end governance and control of MRK activities, maintaining high levels of schedule adherence, resource utilization, and customer impact mitigation throughout the deployment lifecycle. 

We believe you have

• Minimum 3 years of work experience within Technical Service or relevant planning or customer service positions 
• University Bachelor in technical/business disciplines or equivalent 
• IT literate, MS Office knowledge with SAP R3 as advantage 
• Good level of analytical problem-solving methodology, and good understanding of service business, service products and customers’ needs. 
• Self-driven, decisive, highly motivated, independent personality 
• Excellent negotiation skills to motivate and influence people at all levels
• Good communications skills and team player attitude 
• Capability of working on own initiative 
• Logical, methodical thinking, ability to follow standard processes
• Proactivity, commitment to troubleshooting system problems
• Ability to cope with high workload effective
• Experience in the service business with a proven track record of prioritizing customer needs, ensuring high levels of customer satisfaction, and delivering tailored solutions 
• In-depth knowledge of Tetra Pak filling and distribution equipment, with proven leadership skills, a strong drive for achievement, and a collaborative approach that makes for an excellent team player 
• Fluency in English