“I put the customer at the heart of everything”: Meet Mariska Hooijmans, Head of Services & Project Management

Building and deploying radars is by no means the start and finish of our work here at Robin. 

Robin Radar customers can expect far more than specialised hardware and intuitive software. Our technologies come with a devoted team ready to bring each project and deployment to its brightest potential. 

Every radar we innovate sets a crucial project of safety, security or ecology in motion, marking a collaboration that Mariska Hooijmans and her team guide every step of the way. 

Mariska recently joined us as Head of Services & Project Management. She and her team make sure customers get the very most from their radar systems. We sat down for a chat about her role, the importance of a solid service and support (S&S) strategy, and project management with a human touch. 

“The key to a successful long-term customer relationship is caring. We create processes and procedures, but courtesy and empathy ground them all. We treat customers the way we want to be treated, with trust and transparency.”

– Mariska Hooijmans, Head of Services & Project Management

Projects and services done the Robin way

“Some say no news is good news. That’s not how we do things at Robin.” 

Mariska said: “As soon as sales completes a new customer agreement, my team takes over. Project Management ensures the customer is guided through an optimal installation of their system, while the Customer Support team look after customers during their whole life cycle with Robin. 

“My role is to make sure this all gets done in the most efficient, professional, and proactive way, with the customer and their needs central. We don’t let things go quiet and assume everything is going well, we listen and actively engage with our customers to ensure they do. 

“I always do my best to bring patience and positive energy to my role, and encourage my team to do the same. At Robin, I found I was already off to a flying start in that department. Our people not only care about the customer, they’re passionate about what they do. Everyone is eager to learn and improve things, and that’s always important.” 

From hospitality to high tech

“I developed a passion for tech when I saw how it could transform customer experience.”

With a career that spans hospitality, retail, and aviation tech, Mariska brings a deep passion for people, innovation, and purposeful service.

“I have a bachelor’s degree in Hospitality Management. After several years in project management and operations, I moved into retail at AHOLD. That’s where I discovered a passion for how technology could enhance the customer experience.

“At AirFi.aero, I combined these two passions, building a global Customer Success team in the aviation tech sector. After the challenges of COVID-19, I was ready for a fresh start. 

“That’s when I first found Robin Radar, and I was fascinated. I liked their clear societal purpose, and I was struck by how ambitious, energetic, and dynamic the company was. 

“At the time, though, I had decided to pursue a different role in the food-tech sector. I didn’t know that another conversation with the management team would bring me right back a few years later, when the timing was just right.”

Building trust, one conversation at a time

“A robust S&S strategy is critical, arguably as critical as the product or service itself.”

Joining Robin back in January, Mariska is committed to keeping Robin’s Projects and Services running smoothly. She believes strong, clear, and transparent communication is the cornerstone of success. 

“I want to build bridges and connect people, so everyone not only hears but feels the customers’ needs, and clearly understands their responsibility in reaching them. We want to achieve that because we care about our customers’ success and believe in our products, but there are many reasons why no company can operate without a robust S&S strategy.

“Here are just a few:

• Customer retention: Excellent experience bolsters trust to reduce churn and increase lifetime value.
• Brand reputation: People remember how they’re treated. Strong service builds loyalty and belief in our expertise.
• Differentiation: In crowded markets, or in fact any markets, superior support certainly sets you apart. 
• Feedback loop: Support teams serve as a direct line to customer pain points, informing product development and innovation efforts that hit the right mark.”

Customer support that stays ahead of the curve 

“Ensuring satisfied customers takes airtight processes with a human touch.”

Without a solid strategy, even the best product can be undermined by a poor experience. That’s why we work hard to match products that perform at the cutting edge with a customer experience that keeps on evolving. 

“We have a lot we’d like to strengthen. Using everything we’ve learned to renew our service-level agreements (SLAs) is a good example. SLAs go beyond compliance, they’re an important mutual agreement in which both parties should feel completely clear about the details of what we can offer, when and how. 

“We’re also shooting for a more in-depth introduction of our Customer Service Managers (CSMs). This dedicated person ensures a seat at the table for the customer as their key point of contact at Robin. They become an expert in our customers’ projects, needs and goals and, similarly, keep our customers fully up to date. 

“We’re also adding an improved customer helpdesk portal and optimising our incident reporting process. That’ll mean a much more dynamic and intuitive experience, with the ability to access, track, and pull reports at any time via a simple dashboard. I’d also like to become more proactive in service and maintenance alerts, with warnings that trigger earlier so we can curb issues before they happen. 

“These are just some tangible examples of improvements, but there are many more exciting developments in the making. Watch this space!”