Regional Service Manager, Europe

We are a fast growing and innovative company with a mission to lead the transformation into a more digital and sustainable tomorrow. We are Normet, a courageous, committed and caring company where everyone has courage to shine.

Regional Service Manager, Europe will have a strong focus on driving growth through strategic sales in spare parts, field services, modernizations, and upgrades, digital services, workshop (rebuilds) & field services. This senior role is responsible for optimizing service operations, ensuring the highest standards of customer service, safety, and quality, by driving performance excellence across all service functions of Normet Equipment offering in the underground mining and tunnelling sector within Europe region.  

The person nominated for this role will play a key role in driving customer satisfaction, overseeing day-to-day operations, and guiding a team of professionals to exceed company objectives by delivering a value-added solution through the Normet value chain. Frequent travelling to visit customers, partners, and Normet service hubs is a core part of the role. 

Furthermore, Regional Service Manager will oversee service execution in Sales Area Europe, Eurasia, and Africa, by ensuring share of best practices, safety culture, adaptation of digital solutions, as well as KPI follow-up and monitoring.  

This role will report directly to Vice President, Sales Area Europe, Eurasia, and Africa, and in operative matters, to sales unit heads (2 sales units) in Europe.  Collaboration with Services business line leaders is a core part of this role in ensuring successful service delivery and execution to Normet customers.  

Objectives and key responsibilities 

Safety and Wellbeing: 

• Promote a Culture of Safety: Lead by example by living Normet's Life Saving Rules and Values. Champion continuous safety training, risk assessments, and incident reviews, aligning with the company's commitment to a proactive, safety-first culture to achieve Zero Harm. 

• Foster Accountability and Engagement: Encourage open communication, active participation, and personal responsibility in safety initiatives. Empower team members to proactively identify hazards, report near-misses, and contribute to continuous improvement in safety outcomes, directly supporting company targets for operational and employee safety and wellbeing. 

Customer Service Excellence: 

• Ensure the highest levels of customer satisfaction by maintaining a focus on exceptional service delivery, addressing customer concerns, and ensuring timely resolutions. 

• Drive initiatives to improve customer retention and enhance customer experience by aligning services offerings with client needs. 

• Implement regular customer feedback mechanisms to measure and enhance service quality. 

• Driving customer engagement by building and maintaining strong relationships with key customers and channel partners in the mining and tunnelling sector.  

Team Leadership and Development: 

• Build and lead a high-performing team, fostering a culture of excellence, collaboration, and accountability. Provide coaching, training, and professional development opportunities for team members. 

• Ensure constant focus on service engineer and technician training to ensure teams and individuals are equipped with the latest information and knowledge about recent technologies, methodologies, and service bulletins to serve Normet customers.  

P&L Accountability: 

• Oversee the financial performance of the Service Business in Europe, including revenue growth, cost management, and profitability. Ensure that strategic goals are achieved within the agreed financial framework. 

• Develop and manage budgets, forecasts, and financial reports to ensure targets are met. 

• Monitor and analyze financial performance and implement corrective actions to address any deviations from financial objectives. 

Strategic Development:  

• Develop and execute a comprehensive strategy for the underground mining and tunnelling sector that integrates Services portfolio, considering and leveraging Normet's total product offering.  

• Identify market trends, opportunities, and threats to inform strategic direction and ensure alignment with overall company goals. Quantify market potential and identify key opportunities for growth through parts, rental, used EQ, digital, and other service offering.

Operational Excellence:  

• Oversee and monitor the execution of Normet field services and parts support in underground mining and tunnelling projects to ensure they meet quality, cost, and timeline objectives.  

• Oversee the daily operations of all field service hubs in Europe to ensure transparent operations and to develop uniform operating methods with utilizing resources efficiently 

• Quality - Ensure QA/QC protocols are maintained and regularly reviewed in line with standards and regulators.  

• Warranty - Ensure claims are reported accurately in line with company procedures and routinely reviewed and tracked for continuous improvement.  

Qualifications and experience:

• 10+ years of experience in business and people management roles within the mining/civil equipment sector, with a strong background in spare parts, field services, service operations, and long-term service contracts.  

• Minimum of bachelor's degree in business, engineering, or a related field. 

• Fluency in English, both written and spoken. German, Finnish, or Swedish is considered as an advantage. 

• Proven track record of P&L management and achieving financial targets. 

• Proven track record in driving sales growth and managing service operations across multiple countries and nationalities. 

• Strong expertise in customer service, safety management, and quality assurance in service within the mining industry. 

• Demonstrated success in performance management, with experience in setting targets, managing accountability, and optimizing resources. 

• Excellent interpersonal, communication, and negotiation skills.  

• Ability to work effectively in a matrix organization and manage cross-functional teams including motivating and leading people from diverse cultural backgrounds, also in remote locations. 

We are looking forward to hearing more about you. We welcome your application with your CV by December 17, 2024 through our career website: www.normet.com/careers.  We will start interviewing already during the application period, so do not hesitate to send an application, if this position interests you! 
 

For further information, please contact Ville Haatainen, VP Europe, Eurasia and Africa, [email protected]. 

Come and share your courage to shine with us!