Metso advances customer service excellence through comprehensive Services Certification program
Metso has celebrated the success of its Services Certification program, a structured training initiative designed to refine the skills and expertise of Metso Field Services and Technical Support experts, among others.
Through this program, launched in 2021, Metso can officially validate and standardise the work of Metso service experts globally, ensuring consistent and high-quality support, it says.
This initiative addresses growing customer needs by combining strong maintenance support with process knowledge, ultimately enhancing the management and support of their assets, according to Metso.
The Services Certification program has significantly enhanced the competence of Metso Field Service and Technical Support teams, standardised training and competence development and supporting ongoing technical training. During 2021-2024, Metso Academy certified more than 600 individuals with close to 1,000 certifications.
Kalle Koskiluoto, Vice President, Metso Academy, says: “People are Metso’s greatest assets, and investing in their continuous development not only improves their expertise but also enables us to magnify customers’ experience. By ensuring that our personnel have undergone the intensive Services Certification training, Metso is committed to earning and growing our customers’ trust in our service delivery.”
The program consists of a range of carefully planned modules targeting specific technologies and designed for employees who perform service activities at customer sites. The program involves a comprehensive curriculum of training courses, hands-on training and rigorous assessments to validate the knowledge and competency of employees.
Nichole Pritchard, Director, Training Operations at Metso, explained: “The need for competence development is constantly visible in the industry. Metso Academy has identified that need, and we have been engaging our customers and partners in developing learning programs. All Certification program courses have technology specific safety elements embedded in them and all certified employees are required to complete Metso’s safety courses. We focus on fostering a culture of quality and reliability.”
The Services Certification Program is designed and managed by the Metso Academy, which manages all technical and product trainings for Metso employees as well as for customers globally in the company.
Metso also offers training to bridge the knowledge gap between customer personnel, equipment and operational goals. Through its Metso Academy, led by global experts with decades of experience, Metso provides comprehensive and tailored training programs designed to enhance technical knowledge, safety, reliability and operational performance. One example is the use of Metso Geminex OTS, a powerful simulation tool that enables minerals processing operators to train in a safe, realistic environment – building essential skills for effective operation of modern process control systems.
Committed to continuous improvement, Metso says it invests in its service and repair capabilities to maintain its proximity and responsiveness to its global customer base.
Recent announcements include the expansion of the existing service center and the establishment of a Metso Training Center in Mesa, Arizona, USA, as well as the development of a Service Center with training facilities in Karratha, Western Australia, which was opened in 2024.
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