Olli Norola, Customer Support Engineer, Lifecycle Services
“PROSPECTS FOR THE FUTURE LOOK BRIGHT.”
Olli works as a project engineer in the maintenance and after-sales services for the WEMS business line. He is responsible for customer management related to life-cycle management works and services. He has to ensure that the delivery content and schedule comply with the contract entered into with the customer. Furthermore, Olli’s job includes programming, consulting, reviewing, guiding, and training of user support service customers and users.
Olli’s career path at Mipro started in 2008 with a summer job which he applied for after having studied information technology at the Mikkeli University of Applied Sciences for a year. Since then Mipro has been Olli’s summer job and training job. In January 2011 it became his diploma work place and several months later a permanent job.
“It was logical to continue working at Mipro,” says Olli. “Control room programming, testing and resolving customer support requests were areas where I had the best know-how and they corresponded to my education as well. The first 2.5 years I worked as a service engineer attending to the maintenance of customer control rooms, remote connections and programming of new sites. As a project engineer, my range of work has expanded and responsibilities have increased accordingly, which is important in order to maintain job satisfaction.”
Olli thinks that Mipro takes good care of its employees; there are possibilities to influence your own tasks and thus advance your career. “Currently I am involved in the development of the new WEMS service platform and am responsible for defining, maintaining and following up service agreements. Life-cycle management and maintenance services are developed at Mipro on a continuous basis, and they constitute an important competitive factor for the company. It makes sense to be involved in their development.”
WORKING IN THE CUSTOMER INTERFACE GOES SMOOTHLY
Olli works mainly in the customer interface, and customer service and negotiation skills are among the qualifications required from him. “I like to have dealings with customers – in spite of the fact that contacts are not always only positive and I sometimes have to face annoyed people too. When matters are discussed in a constructive and conciliatory atmosphere, solutions are usually found and co-operation continues smoothly.”
In Olli’s opinion, prospects for the future look bright. “I have had plenty of work in a good atmosphere. Since 2008 the number of employees has almost doubled at Mipro and I am sure that our growth will continue further.”