Jacob van Laar; an experienced Service Coordinator with a big smile!

Jacob van Laar is a Service Coordinator at DROMEC, supporting customers from spare parts to on-site interventions. Using video calls, clear visual evidence and IXON remote access, the team can often diagnose issues quickly and resolve them efficiently. When needed, DROMEC’s service engineers mobilize fast, also for international operations.

“In conversation with a positive technician with a strong social personality.”

Service Coordinator

“Together with three colleagues in a great service team, we guide our customers throughout the After Sales process. From the moment a winch leaves DROMEC on a truck until a problem situation arises, we are ready to provide service. Two young men, Jouke and Bart, have now been fully trained to handle complex service issues, and together with my peer Arnold we coordinate all service requests. From the customer’s call for spare parts to deploying our team on site.”

At DROMEC, we develop complex winches. Quality is a core value that we hold in very high regard. Nevertheless, during assembly a component may be forgotten, or a winch may be damaged during transport or on site. That’s when we get the call…

Going the extra mile

“I try to analyse where the problem lies via video calls. We ask the customer to provide as much visual material as possible, so we can discuss the best approach as a team. We produce many winches with electronic control systems. In the event of a malfunction, we can log into the data communication system via an integrated IXON box with Wi-Fi. This allows us to look at the issue together with the customer and often resolve it quickly and easily.”

Jacob speaks enthusiastically about customer contact. He is always willing to go the extra mile and truly enjoys finding the right solution.

Speed as a core strength

If there is damage or a defective winch, we go to the customer’s location. We bring the required parts with us and can act decisively. That is truly the strength of our service engineers: the speed at which we can be on site. When it involves an international operation, we always go with two people. They can back each other up and properly guide the process with the customer. We also consider this important for their personal safety.

We coordinate transport, accommodation, and all necessary parts and tools. During the job, we stay in contact with our colleagues on site to monitor progress. A nice detail is that 99% of our customers are satisfied — and that puts a big smile on our faces.”

“What I really enjoy about my job is coaching the younger guys. First of all: they are far ahead of me when it comes to electronics, but sharing experience, open communication and consultation — that’s worth its weight in gold!”

Winch system inspections

Jacob continues: “Another part of our service is the annual inspection of the winches and pull-in systems we supply. They are brought to us for inspection, then placed on the test bench and undergo a FAT (Factory Acceptance Test). If it concerns a pull-in system in England, it must even be tested every six months. When a winch has to be inspected on site, we can only check its operation and perform a holding-force test. That is sufficient for a vessel.”

Spare parts

In addition, we supply spare parts as part of our service: replacement components for winches. Large customers, such as Boskalis, often have projects in remote locations. They prefer to have parts in stock on site so they can quickly recover in the event of a failure and keep the project moving.

Project Rhône

“A project I really enjoyed, where I truly acted as the spider in the web, was a project for Van Oord. Their vessel, the Rhône, was in Liverpool and had an issue with the gearbox. A spare gearbox was available at the Van Oord Yard in Moerdijk. It was shipped over, and the guys flew to Liverpool to dismantle the defective one and install the new one as quickly as possible. After test runs, the Rhône developed problems with the electric motor two days later. That motor was also in stock in Moerdijk, and once again the guys were dispatched. After this operation, they carried out acceptance testing again. Both components were examined by suppliers RR Holland and Kolmer Elektromotoren, who also actively contributed to finding solutions. When you have to work together with so many people at once and it all comes together — that’s just fantastic!” Jacob concludes with a big smile.

More about the winch: EPH-30000-DGPFY

Service team questions

Question: When does a service request run “smoothly” in your view?
Answer: When we receive clear context fast: a concise description, photos or video, what was already tried, and the current status. Then we can align internally and act decisively.

Question: Why do you often ask for visual material?
Answer: Because it accelerates diagnosis. One good video can replace long back-and-forth and makes team discussion concrete immediately.

Question: What does IXON remote support change in practice?
Answer: We can look in with the customer, analyse faster, and often solve the issue without waiting for an on-site visit.

Question: Why do you go abroad with two service engineers?
Answer: For back-up, continuity and safety. It also gives the customer confidence, because we can keep momentum on site.

Question: What’s the core strength of DROMEC’s service team?
Answer: Speed combined with preparation: the right parts, the right people, and a clear plan.

Question: What do annual inspections and FAT testing deliver for customers?
Answer: Certainty. Test bench checks and FAT procedures validate performance and build confidence in reliability under load.

Want to contact After Sales?
Reach us via dromec.nl/contact.