Service Manager

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

Do you want to lead and develop a technical service function that plays a central role in customer satisfaction and long-term customer value?

Nel Hydrogen is looking for an experienced and collaborative Service Manager to lead our technical support and service team. In this role, you will oversee technical customer support, aftermarket activities, service deliveries, and the continuous improvement of service processes.

This is a great opportunity for a hands‑on service leader who enjoys developing people, solving complex customer issues, and working across engineering, production, and sales to deliver professional and efficient support. If this resonates with you, this could be an exciting opportunity to help strengthen a customer‑oriented service culture and contribute to growth within aftermarket and service.

Your New Role

Reporting to the Site Support Director, you will have overall responsibility for the company's technical support and service function. You will lead the technical support and service team, ensure the right competence and capacity, and establish clear goals, KPIs, and development plans.

You will be responsible for high‑quality technical support and service agreements, while contributing to aftermarket development, spare parts‑related processes, and coordination with field service activities. Working closely with customers, partners, engineering, production, and sales, you will coordinate complex cases, handle escalations, and contribute to develop service concepts that increase customer value and profitability.

The role is well suited for a clear and motivating leader who combines strong technical understanding with a customer‑focused, structured, and continuous‑improvement mindset.

Your 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.

What We Are Looking For

We are looking for a customer‑oriented and solution‑focused leader with strong technical understanding and experience from technical support, service, or aftermarket operations. You should enjoy developing people, improving processes, and working across functions to deliver strong customer outcomes.

You’ll bring:

• 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.

What You Will Get From Working With Us

• An opportunity to work in a company in a leading position in the hydrogen and clean energy market.
• A visible and impactful role with many exciting interfaces across teams and stakeholders, both locally and globally.
• A dynamic and highly professional working environment consisting of competent and committed colleagues.
• Competitive compensation and comprehensive benefits, pension and insurance schemes.

The Company has a published Code of Conduct that all employees are expected to follow.

About Nel Hydrogen

Nel Hydrogen is the global leader in on‑site hydrogen generation and the largest electrolyser manufacturer in the world. Nel Hydrogen is leading the charge into the new green hydrogen economy.

Nel has a history tracing back to 1927 and is today a leading pure play hydrogen electrolyser technology company with a global presence. The company specializes in Alkaline and PEM technology for production of renewable hydrogen. Nel's product offerings are key enablers for a green hydrogen economy, making it possible to decarbonise various industries such as transportation, refining, steel, and ammonia.