Trafsys focuses on service and support – with Simon Strandvold at the wheel
Annette Bildøy | 10. April 2025
At Trafsys, we know that it is not enough to deliver excellent projects, we also have to support our customers thereafter. Now is the time to strengthen our focus on service and support and we have trusted Simon Strandvold with the task.
– We must create value for the customers – not only during the project, but also in the years to come. We want to be a steady partner over time, Simon says.
He has extensive experience from the Norwegian Armed Forces, including responsibility for maintenance and service aboard frigates, and has also worked with maintenance and service on sonar and sensor systems in the Norwegian Defence Material Agency.
– I’m bringing what worked well in a large organization and adapting it to a smaller and more flexible company like Trafsys. We now focus on structure and clarity, without it becoming cumbersome, he says.
We must create value for the customers – not only during the project, but also in the years to come. We want to be a steady partner over time Simon Strandvold, Head of technical service
More systematization – better control
Trafsys has grown and there is now a need to make service function in a more structured manner.
– Our strength is that we know our customers and understand their needs. Now it’s all about making the support even more systematic, says Simon.
Among other things, he has introduced a new ticket management system that provides an overview of the service cases. Each inquiry receives a separate ticket number, so that the customer gets a quicker response and Trafsys has even better control.
People familiar with the facilities
Instead of building up a new team, Trafsys initially aims to use employees with in-depth knowledge of the facilities they’ve contributed to when the were first constructed.
– When a customer gets in touch with a problem, they’re assigned a ticket number. We’ve internally the full overview, and the customer doesn’t have to repeat its story several times. It saves time for both parties.
– When people who know the project from the inside solve the problem, the customer is given a safe and efficient service experience. In the long run, we’ll assign dedicated resources to service tasks.
Trafsys technical support is available during business hours from 8:00 a.m. to 4:00 p.m., with contingency support available at request. Now the company is also looking into the possibility of offering service agreements and additional services.
– We want to offer solutions that benefits the customers. This could be monitoring of spare parts, automatic notification when a part is expected to be “End of life (EOL)”, or an interface where they can keep track of ongoing issues. It’s about being ahead of the curve, not just acting when something happens.
Thorough handover and long-term responsibility
Simon is also concerned with the interaction between project and service.
– When a project is completed, we should have a neat and thorough handover. All documentation should be in place, and the customer should know who to contact. Over time, service should also take more responsibility for upgrades and continued operation, for example, control systems, networks and emergency phone systems.
A great place to develop
For job seekers, this initiative shows that Trafsys offers a professional environment where you get to work with real technical challenges, develop in step with the projects – and help shape how we work with service and technology in practice.
– I believe that people who enjoy themselves do a great job. Therefore, it’s important that we make it easy to find information, be independent and at the same time work well together. When we’re successful, our customers are successful too.
Simon is looking forward to what’s to come:
– In a year’s time, I hope we can say that we have put in place good systems, that our customers feel even better looked after, and that we have built a service culture that the whole of Trafsys is proud of.