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Vacature Client Services Team Lead

Heerema Fabrication Group (HFG) specializes in the engineering and fabrication of large and complex structures for the offshore oil & gas and energy-related industries. HFG offers a comprehensive range of services, including initial conception, front-end engineering, detailed fabrication design, procurement, construction and commissioning. With three large fabrication facilities situated around the North Sea, a workshop facility in Poland and a multi-disciplined engineering company in the Netherlands, HFG has facilities to design and build large constructions in controlled conditions.

For our Information Technology department we are looking for a

Client Services Team Lead (1.0 fte)


The Client Services Team Lead reports to the Head of ICT and is based in Zwijndrecht with frequent travel to Vlissingen, UK and Poland. The Client Services Team Lead is responsible for direct supervision of Support and Training Group members with global technical support focus.

You have:

  • MTS graduate, preferably ICT related specialization or ROC ICT level 4
  • Strong knowledge in Service Desk procedures; TopDesk knowledge preferred
  • Experience in team lead or supervisory role of support engineers and Service Desk preferred
  • 7+ years in ICT end-user support, technical troubleshooting and client services environment
  • Good technical knowledge of Windows 7, Office 2010, knowledge of Windows 8 and Office 2013 a plus
  • Strong background with basic networking technology, drafting and engineering applications (CADD), support knowledge of ERP environment (IFS) a plus
  • Strong customer service orientation and well developed interpersonal skills
  • Excellent verbal and written communications skills in Dutch and English
  • Innovative, honest and creative attitude
  • Pleasant and open personality
  • Personal and professional references

Jobdescription:

  • Daily management and reporting on overall ICT incident and request flow
  • Task management and resource planning for Service Desk and Yard Support personnel
  • 1st escalation point for requests for technical assistance via telephone, email and online
  • Participate in the diagnosis and resolution of  technical hardware, software and application issues
  • Advise on and help develop standard Service Desk procedures
  • Stay current with system information, changes and updates
  • Conduct periodic client satisfaction surveys and use output for continual improvement
  • Perform root cause analysis and advise appropriate action based on findings to rest of ICT team
  • Develop and maintain close relationship with yard directors to align local business and ICT requirements
  • Advise and assist with ICT based solutions for company business processes
  • Manage and distribute ICT communications to clients advising on planned and unplanned maintenance/outages

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Client Services Team Lead
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