Service Manager

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

Do you want to lead and develop a technical service function that playsa central rolein 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 isa great opportunityfor 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 communicationand 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.

If you are driven by personal initiative combined with loyalty and commitment to your team and the ability to convert complex issues into simple solutions, then we want to talk to you. Join a company that is on the cutting edge of new energy innovations, with an energized, progressive culture.

At Nel, you will join a community where your expertise does more than service a company – it supports a vision. Step into a role where your professional skills will impact the future of green energy.