Metso advances customer service excellence through comprehensive Services Certification program

Welcoming the announcement, Anthony Ryan, After Sales Director with their UK & Ireland distributor McHale Plant Sales said: “the programme is one designed to ensure that Metso owners benefit from the very highest levels of service it is possible to provide.“As their distributor, and one who plays an active part in all aftersales technical programmes hosted by Metso which has customer service as its primary goal, we welcome the announcement and the reassurance it provides for all existing and intending Metso owners”.

Metso celebrates 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 standardize the work of Metso service experts globally, ensuring consistent and high-quality support. This initiative addresses growing customer needs by combining strong maintenance support with process knowledge, ultimately enhancing the management and support of their assets.

The Services Certification program has significantly enhanced the competence of Metso Field Service and Technical Support teams, standardized 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.

“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,” says Kalle Koskiluoto, Vice President, Metso Academy.

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.

“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,” says Nichole Pritchard, Director, Training Operations at Metso.

Comprehensive training enhancing technical expertise

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 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.

Discover more information on our website about Metso Academy and Services certification program.