Senior Service Leader: Technical Support & Aftermarket Growth

Nel, ASA; Notodden; On-site; NOK 900,000 - 1,200,000; Full time

Job summary

Nel Hydrogen is seeking an experienced Service Manager to lead our technical support and service team in Notodden, ensuring high-quality customer service, robust aftermarket activities, and optimized service deliveries.

You will coordinate with engineering, production, and sales, set goals and KPIs, and drive continuous improvement of service processes to increase customer value and profitability, while developing people and fostering a customer-focused culture.

Qualifications

• Higher education in a technical field (engineering)
• 8-10 years of experience in service operations, field service, technical support, or similar roles
• Experience leading a technical support, service, or aftermarket organization
• Strong technical understanding and problem solving
• Fluency in English; Norwegian language skills are an advantage

Responsibilities

• Lead, support, and develop the technical support and service team.
• Ensure professional handling of technical customer inquiries.
• Coordinate complex technical cases and escalations.
• Ensure high-quality service agreements and contribute to spare parts-related processes.
• Develop and improve service concepts to increase customer value and profitability.
• Standardize service processes and drive continuous improvement.
• Monitor KPIs such as response time, resolution rate, and customer satisfaction.
• Identify new business opportunities within aftermarket and service.

Skills

Leadership

Communication

Problem solving

Cross-functional collaboration

Continuous improvement

English proficiency

Norwegian language skills (advantage)

Education

Bachelor's degree in engineering or technical field

Tools

CRM software

Service management software

Job description

Nel Hydrogen is seeking an experienced Service Manager to lead our technical support and service team in Notodden, ensuring high-quality customer service, robust aftermarket activities, and optimized service deliveries.

You will coordinate with engineering, production, and sales, set goals and KPIs, and drive continuous improvement of service processes to increase customer value and profitability, while developing people and fostering a customer-focused culture.