As service you are the face to the customer

How did you end up at IMS?

“I applied to IMS for a Project Manager role. I spent many years working as a project manager in service at various companies. That gave me the chance to see a lot of the world and gain extensive experience in service. During my interview, IMS suggested I start as a Service Coordinator with the potential to grow into Service Manager. That appealed to me, and now I feel very much at home here. I’m trusted to further develop this department, which gives me a lot of energy.”

A close team with deep expertise

Gerrit-Jan works closely with Thijmen and Freddy. “There are three of us. Freddy specializes in mechanics, robotics, and software. Thijmen has all-around experience in mechatronics—covering electrical engineering, mechanics, and robotics. Both Freddy and Thijmen have extensive experience in production automation and hands-on expertise. I have a background in mechanical engineering.”

“What unites us is a practical mindset, broad technical knowledge, and a drive to truly help the customer. Because our machines are one of a kind and always custom made, the service department is regularly supported by engineers from the project team. This collaboration allows us to minimize downtime for our customers. We’re always looking for new colleagues. We have big plans and could really use extra hands.”

No nine-to-five mentality

Working in service demands flexibility. “You need to switch gears quickly and stay calm under pressure. Customers want their machines running again as soon as possible—preferably yesterday. You have to be confident, able to improvise, and stand your ground. When you walk into a room, you need to inspire confidence that you will solve the problem. And you do.”

Responsible for keeping machines up and running

The service department’s mission is to keep IMS machines running. “We do this through thorough maintenance, clear maintenance plans for customers, and second-line support from IMS. We resolve many issues remotely via remote access. When necessary, we are on site anywhere in the world.”

Traveling and adapting to the situation

“Thijmen and Freddy spend about 40 to 60 percent of their time traveling. I focus more on planning, preparing quotes, and customer contact, but I’d like to join them on the floor more often. Our customers are spread around the world, so you need to enjoy traveling. Because we only build custom machines, we work closely with engineering, often brainstorming with the project team and other colleagues. There’s always something new to learn here.”

High-level customer contact

IMS works primarily for high-end clients, mostly in the medical industry. “These clients are usually technically savvy people like operators, engineers, and managers. You have to be able to communicate with all these levels. You’re advisory, solution-oriented, and service-driven all at once. If that energizes you, you’ll fit perfectly in our department.”

Building for the future

The service department is growing. “We’re expanding to provide even better support. This includes aftersales: proactively advising on maintenance, spare parts, and upgrades. Our customers understand quality comes at a cost and are willing to pay for it. If we keep surprising them with great service, that’s the perfect match.”

Why would you choose for working at Service?

“The work is dynamic, people-focused, and technically challenging. You help customers at crucial moments—when something goes wrong. You collaborate internally with every department. You have influence, you learn every day, and you make sure our machines run optimally. If you enjoy variety, responsibility, and technology, you should definitely come have a coffee with us. I’d love to give you a behind-the-scenes look.”