The critical role of spare parts experts during customer shutdowns

Early involvement

“When Metsä Fibre Kemi mill announced their yearly shutdown of the entire mill, which would include most of the spare parts from Valmet, the spare parts team was immediately involved in the process. Based on my close cooperation with Kemi, I was selected as the spare part responsible person for this case. I visited the site several times during the year to carefully plan and schedule all the tasks. It was obvious that the customer saw the advantage of including the spare part services in the Valmet-scope”, tells Auli.

Competence  

Auli’s role goes far beyond simply delivering parts. By being present on-site before, during and after the shutdowns, and with her technical knowledge of a wide range of equipment, she can provide instant support and prevent miscommunications.

“I stayed at site for 4 weeks in connection to the shutdown. I ensured that correct parts were available, supported the Kemi maintenance team and Valmet Field Service teams in locating the parts, and catalogued excess parts for storage and further use. My experience is that during shutdowns, unexpected needs for spare parts arise and the situations fluctuate and changes quickly. You must accept that you cannot be prepared for everything.

With over 20 years of experience, Auli has seen firsthand how quickly situations can change during a shutdown:

“The ability to respond rapidly and accurately is crucial, not just for minimizing downtime, but for ensuring safety and efficiency of the entire operation”, she tells.

“Being part of a shutdown has had a high impact on my learning curve as I have been able to learn details about the equipment on site. I can diagnose problems, identify right parts, and ensure that solutions are implemented without delay. All this results in frequent and easy connection with the customer on daily basis, too.”

Collaboration

Teamwork is at the heart of every successful shutdown. Spare parts experts collaborate with the customer maintenance teams and with Valmet teams such as technical support, purchasing, and field service colleagues to find solutions, often under tight deadlines and changing circumstances. “We are never left alone with problems. We work together with a common goal: to ensure all step goes smoothly,” Auli emphasizes. “The days are intensive and long during the shutdowns, so it is important to have skills in building strong relationships which prevent miscommunications and fosters a spirit of teamwork.”

Other important aspects are the effective tools such as LN, Salesforce and PDM. They are essential for tracking workflows and ensuring the right parts are delivered at the right time.

“During the years we have developed a systematic way to run shutdowns, from the very start to the final bolt and report.”

Auli typically joins major shutdowns 1–3 times a year. Most go smoothly thanks to the “one-Valmet” attitude shared across all participating units. "One of the toughest cases I remember was a shutdown where the customer had not ordered critical parts despite our recommendation, and we did not have them in stock,” Auli recalls. “We managed to turn the catastrophe to a success through extreme collaboration between our production units and sub-contractors, but it was a really tough challenge!” Today Auli is preparing for an upcoming shutdown at a smaller pulp mill in Finland, where she will spend 2 weeks on site. When not visiting customers, she works from the office preparing quotations, following up deliveries and handling sales related tasks.

Spare parts experts bring customer value 

Spare parts experts might often be overlooked when talking about ensuring our customers’ success, but Auli’s story shows just how much they truly matter. Dedication, expertise, and collaborative mindset make our spare parts experts a valuable part of our shutdown success stories. Ability to stay calm under pressure, adapt to changing situations, and build strong relationships ensures that even the most complex shutdowns are handled with confidence and care.

“Every shutdown teaches you something new,” Auli reflects. “It’s not just about parts, it’s about people, trust, and working together to make things happen.”