Mobile Mapping Support Coordinator

We are looking for a Mobile Mapping Support Coordinator to join our Customer Experience & Support team. It this role, you will be at the operational heart of our Mobile Mapping (MoMa) activities, directly influencing fleet performance, data capture quality, and delivery reliability.

You will act as the bridge between field operations and internal technical teams, ensuring that complex issues are resolved efficiently and that our large-scale operations run smoothly. This is not a reactive helpdesk role-you will take ownership of incidents, identify recurring patterns, and contribute to structural improvements across teams.

What you will be doing

As part of our second-line support, you play a central role in ensuring operational continuity across national and international Mobile Mapping missions. Your responsibilities include:

• Resolving complex issues related to Mobile Mapping systems, including hardware, software, and connectivity.
• Managing escalations across Product, Delivery, DQO, and Fleet Operations.
• Acting as a central coordination point to ensure issues are followed through until resolution.
• Monitoring fleet impact and prioritizing incidents based on urgency.
• Maintaining and improving the Mobile Mapping support portal and knowledge base.
• Supporting onboarding and training of new support team members.
• Analyzing support tickets and identifying recurring issues or operational patterns.
• Reporting insights, risks, and trends to stakeholders and leadership.
• Defining and tracking KPIs related to support performance and operational efficiency.
• Identifying workflow inefficiencies and driving continuous improvement
• Testing and validating internal tools to enhance support capabilities

We are looking for someone who is comfortable operating in a fast-paced, operational environment and enjoy coordinating solutions across teams with strong ownership and problem-solving skills.

Must-haves

• 3+ years of experience in technical support, operations, or coordination roles.
• Experience working with ticketing systems (e.g. Jira Service Management or similar).
• Strong troubleshooting skills across hardware, software, and connectivity issues.
• Ability to work independently and handle high-pressure situations.
• Analytical mindset with strong pattern- and root-cause recognition.
• Clear, structured communication with technical and non-technical stakeholders.
• Fluency in English.

Nice-to-haves

• Experience in mobile mapping, geospatial, automotive, or field-based operations.
• Familiarity with tools such as QGIS or similar geospatial systems.
• Experience working in SLA-driven environments.
• Experience with data analysis, reporting, or dashboarding.
• Dutch language skills.

• Full-time role (40h/week)
• Rotating schedule including weekend shifts
• Hybrid working model with a minimum of 3 days per week in the office.
• Based at HQ in Eelde, Drenthe.

What we offer you

You will join a fast-growing, international company where operations, product, and customer experience are closely connected. This role gives you direct insight into how our core operations run and offers the chance to influence how we scale and improve them. We offer:

• An authentic, collaborative work environment, where your ideas are valued;
• Opportunities to grow within Customer Experience, Support, or Operations
• A competitive salary based on your knowledge, skills and experience;
• 25 vacation days per year;
• Commuting allowance;
• A collective pension, with the basic premium fully paid by us;
• An international, diverse work environment where diversity and inclusiveness are highly value

At AI-InfraSolutions, we believe that infrastructure asset management should be done the easy way, not the hard way. Through nationwide data collection and artificial intelligence, AI-InfraSolutions offers a full solution for the infrastructure market. We help our clients perform better, safer, and more sustainable infrastructure management and maintenance. As we are growing - now with more than 160 employees, we prioritize open communication and mutual care, ensuring everyone feels included. Here, you'll find an environment that supports personal development and allows you to shape your own role, with new ideas and initiatives always welcome. Our core values: * We are open * We respect each other and look out for each other * We embrace change * We take ownership * We are ambitious At AI-Infrasolutions, your energy and drive are crucial as we build a growing organization-join us in making roads safer! AI-InfraSolutions collects large-scale reality data and offers seamless integration with effective AI enrichment and innovative workflows. Together with international data collection partners, we are creating a global search engine for information on outdoor objects. We help our clients to work more efficiently toward a safer and more sustainable world. At AI-InfraSolutions, we're not just building the smart technology that powers a safer world. We create a community of driven individuals who believe in our mission. Our success is not just about tech and mobile mapping; it's the people who make it happen! As we are scaling up to nearly 150 employees, we prioritize open communication and mutual care, ensuring everyone feels included. Here, you'll find an environment that supports personal development, with new ideas and initiatives always welcome. Openness, respect, and diversity fuel our innovation and we value different perspectives, backgrounds, and experiences. Good energy and drive are crucial as we build a growing organization.