Senior Technical Service & Support Leader

Nel Hydrogen; Notodden; On-site; NOK 1,000,000 - 1,400,000; Full time

Benefits offered by this job

Competitive compensation

Pension and insurance schemes

Global interfaces across teams

Job summary

Nel Hydrogen is seeking a hands-on Service Manager to lead our technical support and service team, driving customer satisfaction and long-term value. You will oversee aftermarket activities, service deliveries, and continuous process improvements, collaborating across engineering, production, and sales.

Reporting to the Site Support Director, you will set clear goals, KPIs, and development plans, coordinate complex cases, handle escalations, and help shape service concepts that boost customer

Qualifications

• Relevant higher education in a technical field, engineering, or equivalent experience.
• 8-10 years of experience in service operations, field service, technical support, or similar roles.
• Experience managing a technical support, service, or aftermarket organization.
• Strong technical understanding and experience with problem solving.
• Experience with customer follow-up and service deliveries.
• Clear and motivating people leadership skills.
• A structured and results-oriented approach, with the ability to manage multiple priorities in a busy environment.
• Strong communication and collaboration skills.
• A proactive mindset and a strong focus on continuous improvement.
• Fluency in English, both written and spoken. Norwegian language skills are an advantage.

Responsibilities

• Lead, support, and develop the technical support and service team.
• Ensure professional and efficient handling of technical customer inquiries.
• Prioritize and coordinate complex technical cases and escalations.
• Ensure high quality in service agreements and contribute to spare parts-related processes and coordination with field service activities.
• Develop and improve service concepts that increase customer value and profitability.
• Standardize service processes and working methods, and drive continuous improvement.
• Monitor key performance measures, including response time, resolution rate, and customer satisfaction.
• Ensure effective use of CRM, service, and support systems.
• Identify new business opportunities within aftermarket and service.

Skills

Leadership

Customer focus

Communication

Collaboration

Problem solving

Education

Higher education in technical field

Tools

CRM systems

Service management tools

Job description

Nel Hydrogen is seeking a hands-on Service Manager to lead our technical support and service team, driving customer satisfaction and long-term value. You will oversee aftermarket activities, service deliveries, and continuous process improvements, collaborating across engineering, production, and sales.

Reporting to the Site Support Director, you will set clear goals, KPIs, and development plans, coordinate complex cases, handle escalations, and help shape service concepts that boost customer