Moving the business forward during Major Incidents

At Vanderlande, we always put our customers first. When an incident occurs, our clients can always connect with us via our Customer Service Desk. They are an important link between different service organizations and the customers. But what happens in case of a Major Incident? Our colleague Marc Fransen tells us more.

Author

Marc Fransen

Senior Escalation & Crisis Manager

I’m a Senior Escalation & Crisis Manager, working for Vanderlande for almost four years now. I’m a part of Major Incident Management. When an incident cannot be solved within the regular process, it will be escalated to a higher level. The Service Desk checks for contributable factors; for example, when the incident has an extremely high impact level for the customer. The demand for coordination and communication increases and that’s when incidents become Major Incidents. From then on, Major Incident Management will take the lead.

In case of a Major incident, several roles need to cooperate. That’s what I love about my job. I need to manage the crisis as a whole, but thanks to the cooperation of all parties involved, we make sure that we have the right (technical) experts involved, collaborate with business leads to ensure our customer stays up to date as well as our internal stakeholders. In this case it really is ‘in a world of technology a belief in people’ because it’s the human component that makes the difference.

What makes managing a crisis so interesting? It’s the combination of challenge, leadership and cooperation. True Senior Escalation & Crisis Managers love a good, technical challenge where they can dive into. It is rewarding to bring the crisis to a good ending. Every incident is a challenge. But working with different customers, experts and technologies really gives me a thrill. I enjoy achieving a combined result greater than the sum of the individual parts. In my opinion, that’s when the magic happens.

I enjoy working with Vanderlande because of the many possibilities to grow and, most importantly, the culture and people. We have a Vanderlande Academy which facilitates us in our personal and professional development, leading technical experts in their field to support, consult and a culture which encourages people to collaborate, work together and help each other. This brings out the best in people and ensures we have the ability to exceed our customers’ expectations every day.

Life at Vanderlande

My job at Vanderlande

From joining Vanderlande 1.5 years ago to leading in a global role

Chief Product Owner Shashank Kamerkar is responsible for the Logistic Process “agile release train”, which is deployed in Vanderlande’s warehousing business. He is full of praise for Vanderlande’s commitment to its people. Since joining the company just 1.5 years ago, he has already been promoted to a global role.

Continue reading
My job at Vanderlande

Broadening horizons through teamwork and delivering customer satisfaction

Software expert and Formula One fan Salil Chand thinks Vanderlande has a few things in common with his favourite sport, because they both strive for technical excellence and benefit from teamplay. Salil is based at Vanderlande’s Global Capability Centre in Pune, and like Max Verstappen and his Red Bull engineers, he is always focused on delivering success.

Continue reading
My job at Vanderlande

A great place for R&D, where everyone supports each other in a positive working culture

Namrata Kale was raised and educated in the city of Belgaum, which is home to many Indian automation companies. Perhaps it was inevitable then that Namrata would pursue a technical career. She now works at Vanderlande, and enjoys working with some of the best automation technologies in the world.

Continue reading