We are looking for a proactive and tech-savvy Mobile Mapping Support Coordinator to be one of the first members of our Customer Experience and Support team. In this role, you will play a vital part in ensuring the smooth operation of our national and international Mobile Mapping (MM) missions. As a key contributor to second-line support, you will tackle complex challenges that go beyond the scope of our Fleet Coordinators, helping resolve issues around data capture, software, hardware, and courier operations.
Your role will serve as the critical link between our operational teams and various internal departments, including Product and Delivery. By handling escalations, maintaining knowledge systems, and enhancing support strategies, you’ll directly influence operational success and the quality of our service delivery.
Our company is continuously evolving, and we are looking for someone who thrives in a dynamic environment. Your problem-solving skills and willingness to improve processes will help shape and elevate the future of our Mobile Mapping operations.
Key Tasks & Responsibilities
- Second-line support: resolving moderate complexity issues that arise during Mobile Mapping missions.
- Escalation management of technical, operational, or urgent issues to relevant departments and specialist teams for resolution.
- Maintain and enhance the MM portal and knowledge base, including FAQs and internal documentation. Train new support personnel to ensure operational consistency.
- Track, analyze, and report on support tickets weekly. Share insights and summaries with stakeholders and leadership.
- Develop and monitor Key Performance Indicators (KPIs) that reflect the efficiency and quality of support for Mobile Mapping Operations.
- Ensure data accuracy and reliability across all Support KPIs.
- Identify inefficiencies in support and operational workflows and suggest improvements to streamline performance.
- Test and assess new tools and software—such as Locust, DiskJuggler, and Dashboard—to improve mission performance and support capabilities.
- Foster positive team dynamics across departments and contribute to a collaborative, solutions-oriented work environment.
Requirements & Qualifications
- Bachelor’s degree (HBO/WO) level of thinking and independent problem solving.
- Ability to work independently and handle high-pressure situations.
- At least 3 years of experience in a support or operations coordination role, ideally with exposure to technical environments.
- Strong knowledge of data collection practices and mobile mapping operations.
- Fluent in English; Dutch is a strong plus.
- Open to work according to a rotating schedule and working in the weekends
- Experience with Jira Service Management or similar ticketing systems.
- Excellent analytical, troubleshooting, and communication skills.
- Comfortable navigating hardware and software ecosystems.
What we offer you
- An authentic, collaborative work environment, where your ideas are always valued
- Growth opportunities within the department and across the organization.
- A competitive salary based on your knowledge, skills and experience.
- 25 vacation days per year
- Commuting allowance
- Hybrid work (at least 3 days in the office) and flexibility in your work hours
- A collective pension, with the basic premium fully paid by us
- An international work environment, where diversity and inclusiveness are highly valued.