Customer support capacity planner

Organisatie- en afdelingsomschrijving

Can you visualize yourself as a light in our changing machine? Driving the process for impact analysis with a complete business case, implementation planning and monitor actual implementation of changes at customers, factories and suppliers? Then this could be your next job!


Within the high tech company, the Customer Support (CS) group is responsible for the maintenance, repair, support and continuous improvement of company’s systems at customer locations. One of the important groups within CS is Applications, located both in the field at customer sites as well as centrally in Veldhoven Headquarters. The CS Applications organization (~ 700 specialized engineers worldwide) is responsible to demonstrate, optimize, and support the system performance for customers.


You have two missions:
-To forecast and secure the right level of applications manpower capacity to roll out and support products at customer sites, to ensure customer demands are met and service business remains profitable long term
-To setup fact-bases norms for headcount planning and drive continuous improvements through working with different stakeholders considering cost, quality and efficiency


The planner role will be focused on running the capacity planning processes for CS applications. Driving central processes to setup norms, collect inputs, translate them into headcount demand overviews, compare this information with supply and close the gaps between them.

Furthermore you:
-Prepare and execute CS business planning for short/mid/long term and maintain planning database
-Collect and maintain the Customer Support applications worldwide capacity demand and supply of engineers
-Ensure that the requirements of various stakeholders are embedded in the planning norms and headcount planning
-Provide continuous transparency on the supply and allocation of applications engineers
-Create reports to CS staff, Board of Management, Business Lines and sectors
-Prepare CS headcount planning for TAP 
-Drive continuous Support execution and improvements of central and local (customer site) efficiency in planning processes and organization.
-Maintain planning database
-Maintaining norms for labor hours, utilization and business logic
-Review and provide insights with respect to actual labor hours spent, in order to support business decisions



MSc. in (technical) business administration, business economics or logistics



-Hands-on experience with implementing and improving business processes and tools, preferably in a technical B2B Customer Service environment
-Knowledge and experience with MS office tools, and – preferably – modeling/planning software e.g. AIMMS and/or leading APS solution(s)
-Previous Customer Support experience preferred


Personal skills

-Dedicated to delivering on time and with a high level of quality and transparency. Taking pride in delivering on commitment and interested in growing and developing in his/her functional discipline
-Flexible in dealing with changes but also conscientious in challenging standards; 
-A skilled communicator, both accurate as well as diligent in execution. With the flexibility to adopt process changes and enhancements as they become available in a developing function
-Playing a key role in creating an optimum in balance of strategic, tactical and operational headcount demand and supply. You combine a high energy-level and a hands-on personality with an excellent overview
-Excellent interpersonal skills, ability to communicate with and influence people on all organizational levels without formal authority
-Excellent English language skills (verbal and non-verbal)
-Excellent analytical skills, as well as the ability to translate a complex and dynamic environment into easy to understand management information



Will you strengthen the Trinamics team by using your technical expertise at one of our clients? After a period of secondment and in the event of proper functioning, you will be permanently employed by them. At Trinamics you can expect a suitable salary, future perspective and excellent secondary employment conditions. There are also nice extras, such as a discount on health insurance and application premiums.



Do you feel you are the most suitable person for this position or do you have any further questions?

Send your CV to or call 040-4015200 and ask for Luuk Strack van Schijndel

Inlichtingen bij

Luuk Strack van Schijndel 040-4015200

Solliciteren bij

Luuk Strack van Schijndel 040-4015200