Master of Service – Roope Junnila: "The genuine will to help and progress"

Roope Junnila, the Service Manager at Raumaster Paper Oy, has extensive experience with processes and their requirements. In his daily work, understanding clients’ needs is paramount, as his main responsibility is to provide assistance through specialist expertise.

The Service Department at Raumaster Paper Oy handles after-sales activities, including spare parts and repair processes. The most significant aspect of these processes is the delivery of spare parts, alongside projects such as modernisations.

“We bring in new parts, assemblies, and components to replace worn or defective parts in existing machinery, as well as carry out long-term service contracts. In modernisations, we replace old machinery with updated versions or add new machines to existing production lines,” explains Roope Junnila, Head of Department.

"I need to be adaptive and listen to the customer’s needs and understand their way of communicating."

While production units might find these sorts of changes challenging or even extraordinary, the Service Department implements such alterations continuously. They leverage their extensive, in-depth knowledge and understanding to benefit the customer.

“Our highly dedicated professionals possess first-class skills. We know our customers and their needs. The customer is the expert on the process and the manufacturing of the end product, and we are the experts on functional machinery and systems. This creates an advantage but also a responsibility to inform and educate the customer on both the systems and the opportunities they offer.”

Understanding customer needs

The majority of a Service Manager’s time is spent on different stages of the sales process. Junnila, for example, handles cost estimation and maintains ongoing dialogue with customers. Sales and contract negotiations around the world play a significant role in his day-to-day.

“In my job, I need to be adaptive and listen to the customer’s needs and understand their way of communicating. One must be open-minded and approach them with the right attitude. Each customer’s needs are unique, and they are the experts in how and for what the equipment is used. Only by thoroughly understanding each customer can we determine how best to assist them. The concept of helping is directly conveyed through production and maintenance,” says Junnila.

He manages a team of four experts. As a manager, he values self-direction.

“We offer expert services, so I need to trust my team members and their ability to handle various situations independently. Communication is open, and information is shared proudly within the department and the entire organisation.”

Solid practical experience

Junnila, who studied international business, previously worked at UPM’s Rauma paper mill. In January 2015, he started at Raumaster Paper as a Process Specialist, handling tasks such as commissioning and documentation.

“I have always been interested in the operation of equipment and systems, and I have a constant desire to learn new things. Raumaster Paper once modernised the winder I worked with. The modernisation work intrigued me, and I contacted them several times. That’s how I ended up here,” Junnila notes.

“Know-how is being shared in an open environment.”

About two years later, he transitioned to a project manager role while also continuing commissioning work. At the beginning of 2018, he started in his current position.

“I strongly believe in our products and services. The quality is so high that one can be proud of the services provided. Employees are trusted and their contributions are highly valued.”

Master of Service – so how do you master After-Sales?

Roope Junnila, Head Service Department at Raumaster: Success requires a broad understanding of equipment and systems, as well as a certain courage to move forward with matters. Extensive experience and technical skills are important, but above all, one must have a passion and a genuine desire to do this work. We continuously acquire more knowledge, which leads to development. Raumaster Paper provides the opportunity to learn new things, and I believe this is a major reason for our success.