Dedication in every fiber

ABB has been at the heart of the pulp and paper world for over 100 years, and for 34 of those years I’ve been there too. Today, I’m Operations Manager for Western Europe, but I started as an installation engineer, fitting measurement sensors and quality control systems.

It goes without saying that a lot has changed in that time – global demands, remote services, automation, electrification – and having worked alongside paper mills and supported them through those changes and transformation is invaluable. Technology can move fast, but it’s our shared experiences, in-depth knowledge and lasting relationships which ultimately provide long-term value to customers.

One of the things I love about my role at ABB is being able to go beyond being a solutions provider, service engineer or a consultant, and become a trusted partner to customers in every sense of the word. You are part of the conversation, helping enable customer success, listening to their needs and finding ways to get them where they want to be. We’re all paper people. It’s in our hearts as much as it’s in our expertise.

The longevity of our relationships is integral to that – earning trust over years of solving and supporting, so there is no hesitation for a customer to just pick up the phone and talk something through. Whether it’s an issue they’re having or a new goal to achieve, there is a dedicated ABB person that they know, trust and can rely on to assist them.

Face to face contact with customers and being present on-site is a big part of maintaining those great relationships. However, when it comes to service and assistance, we’ve gone further.  Remote services are a fundamental part of how we work and help customers. As a way to connect and support them, it’s game changing.

ABB experts can connect to a customer’s system, 24/7, no matter where in the world they are. Optimization is then something that can be done at speed – we have the data in front of us enabling us to precisely pinpoint what stage of the process can be fine-tuned or adjusted for peak performance and efficiency.

A real benefit for mills is in our huge network of ABB experts who can be counted on at a moment’s notice. Customers will have local, friendly faces who they know and have regular contact with, but if an issue needs to be escalated, our global team is there 24/7, can connect instantly and start solving the problem.

Having that level of support is the mark of a true partner – committed to being there, whether that’s proactively helping customers stay ahead of roadblocks, or reacting quickly to get them back on track.

It’s why we’re trusted, and why I love being a part of it.