Service Supervisor

Normet Americas, Inc.; Iisalmi; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Lunch and Flex benefits

Work ability insurance

Mental well-being services

Study leave - 10 paid days

Leisure committee - HYVÄ Normet

Job summary

Normet Americas, Inc. is looking for a Service Supervisor to lead field, on-site and mid-life services within the Nordics, collaborating with the Europe, Eurasia & Africa organization. The role emphasizes safety, correct methods, and profitability.

You will schedule work, monitor performance, manage warranties, plan activities, and lead customer meetings on-site or remotely. Proficiency in D365 and Power BI, plus Finnish/English/Swedish, is required; travel up to 20% in North Europe.

Qualifications

• Minimum of 3 years' experience in mining and aftermarket services.
• Proven track-record of successful execution of on-site and mid-life services.
• Recent experience leading a service engineer team.
• Minimum 3 years' experience in resource planning.
• Hands-on competences servicing heavy industry machines including digital services.
• Ability to operate in a demanding environment with competing priorities.
• Strong communication in Finnish, English, and Swedish.

Responsibilities

• Schedule the work of employees on sites and workshops in local languages.
• Monitor day-to-day performance to meet service and quality targets.
• Ensure guidelines and work specifications are followed by staff.
• Keep accurate records of job progress, delays, and changes.
• Lead personnel and manage on-site meetings and remote actions.
• Handle warranties with customers and warranty department.
• Plan implementation and follow up on bulletin completion.
• Invoicing of service visits and participation in budgeting.

Skills

Leadership

Resource planning

Reporting (D365, Power BI, CRM)

Sales tools

Communication (Finnish, English, andSw

Tools

D365

Power BI

CRM systems

Job description

We are a global technology company developing innovative solutions for mining, tunnelling, and construction, improving project safety, environmental impact, and productivity. We offer premium equipment, all-round aftermarket services and high-quality chemicals and rock support as our core products to our customers. We operate globally in over 30 countries with more than 1,800 experts. At Normet, we commit to a culture founded in our Values - Caring, Committed & Courageous. We foster your talent, with us you shine.

Service Supervisor

PRIMARY ROLE RESPONSIBILITY

The Service Supervisor is responsible for executing and developing Normet's field, on-site, and mid-life services together with training and digital services in the Nordics region within the Normet Europe, Eurasia & Africa organization. This role is designed to lead service execution while ensuring high level of occupational safety, correct working methods and maintaining profitability and efficiency.

REPORTING TO

Services Director, Europe, Eurasia & Africa

KEY RESPONSIBILITIES INCLUDE

Services activities

• Scheduling the work of employees in the sites and workshops with communicating in local languages used in Scandinavia and Finland
• Monitoring Service employees' day-to-day performance to ensure the service and quality standards and targets are met
• Ensuring the guidelines and work specifications are met by the employees
• Keeping accurate records of the job progress, delays, problems, deliveries, changes and possible extras
• Ensuring active leadership and management of personnel
• Executing customer meetings on-site and through remote application: pre-planning, post-meeting review, and task assignments of resulting actions including preparing service activities
• Handling warranties with customers and Normet warranty dept.
• Planning implementation and following up bulletin accomplishment.

Financials

• Reporting completed projects outlining the activities carried out
• Invoicing of service visits
• Participating in budgeting, forecasting and other financial processes as requested with relevant input and data.

Stakeholder Management

• Proactive customer-focus to positively support the growth of Normet, including both internal and external stakeholders, with the ability to conduct work professionally
• Technical support to both own employees and customer technicians

HSEQ - Health, Safety, Environment and Quality

• Overall responsibility for occupational safety for the organization
• Complies with all Normet policies regarding HSEQ and ensures compliance with team members
• Active participant in ensuring Normet operations and products support HSEQ initiatives
• Provide support for risk assessments, lead incident investigations, and be responsible for reporting improvements as needed
• Ability to support the creation and updating of HSEQ documentation where applicable.

Personal Responsibility

• Compliance with Normet Values, & Normet Policies and Procedures
• Continuous improvement with behaviors supporting improved product knowledge, learning and development, and competency training
• Stays current with industry developments, competitive offerings, and issues affecting sales and customers
• Retain existing industry certifications including updates and advancement
• Active contributor and team member in local sales and service teams
• Handling day-to-day tooling, service vans, PPE, workwear, etc. for the team of Field Engineers

Required skills, competences & experience

• A minimum of 3 years' experience in mining and aftermarket services
• Proven track-record of successful execution and development of on-site and mid-life services
• Recent experience of successfully leading service engineer team
• A minimum of 3 years of recent experience in resource planning
• Hands-on and up-to-date competences servicing heavy industry machines including digital services
• Capacity to operate in a demanding environment with competing priorities
• An elevated level of responsiveness as well as organizational and interpersonal skills
• A minimum of 3 years of recent systematic and detail-oriented reporting experience in D365 and PowerBI and modern CRM systems.
• Strong command of sales tools and account management
• Analytical capabilities are seen as an advantage
• Clear communication capability for dealing with customers
• Good written and verbal communication skills in Finnish, English, and Swedish are required
• Willing to travel based on customer/organization needs to the extent required to perform duties (Est. up to 20% of working time) in North Europe
• Budget/forecasting management skills

As an employer, we support your well-being with benefits such as

• ePassi for lunch and Flex benefits (sports, wellness, and culture), occupational health care and specialist-level treatment through our work ability insurance, access to Auntie's mental well-being services and more.

We also support degree-oriented studies that benefit Normet with 10 paid working days per year.

In addition, we have an active HYVÄ Normet leisure committ