Timo Kontio

Experience

• 

  Allaway oy

  Jun 1989 - Aug 1989

  Production line operator
• 

  Kela

  Jun 1990 - Aug 1990

  Post machine operator
• 

  Jyväsviestintä Oy

  Jan 1991 - May 1991

  Program controller and broadcaster
• 

  City of Jyväskylä

  May 1992 - Sept 1992

  Firefighter
• 

  United Nations

  Jan 1995 - Jan 1996

  Security Guard

  United Nations peace keeping forces at Macedonia board guard and Croatia UN mission head quarter

• 

  City of Jyväskylä

  May 1995 - Nov 1995

  Ventilation system adjustment
• 

  Nokia

  Oct 1996 - Apr 2014

  In Quality manager role my main responsibility was to follow field feedback from different Care channels like Discussion boards, Contact centers, NPS, Service points and Operators and decide what the problems that we need to deeper analyze, define root cause, plan and implement fix to factory. Error reporting and following of R&D root cause analyze progress were essential in that work. Around year 2013 Lumia products started first shipments and on that time I started to concentrate even more to product quality overall starting from design phase by giving feedback to R&D team what are key issues that must be avoided in coming products. Show less As Care project manager my first mass product multimedia computer was Nokia 6620 that device was designed to United States markets and our main customer at that time was AT&T. Now I took more tasks than before and whole Care project was led by me including spare part definition, warranty cost estimations for business case definition and technical bulletin creation, service tool sub-project and technical trainings at United States. That period ended 2002 after several successful projects until Nokia decided to close down Jyväskylä R&D center. Needed main competences were:- End to end Care business case definition (understanding of rules of global Care network)- Warranty cost estimation (product specific business case based on known failure modes)- Bill of Repair (product spare part list) definition based calculated business case Show less As TETRA products After-market services leader I took a care of all preparations what comes again to trainings as before but at the same time I took also responsibility to prepare all other After Sales deliverables as well like ensure product serviceability and service tool planning and delivery with sub-contractor. Needed main competences were:- Product serviceability planning (deep understanding of mechanical and electrical structure of product)- Service tool and programming tool testing and error reporting (test specification for combined SW and HW setup)- B2B training week organization skill (customer service attitude) Show less As a Training engineer at Nokia’s Telecommunication factory at Äänekoski my main task were to prepare Technical training materials, Service manuals and facilitate Technical trainings for our Action Net device customers locally and globally. Needed main competences were:- Documentation tools Interleave, Word and Photoshop (basic documentation and office tools)- Presentation tools PowerPoint (basic presentation tools and equipment)- Technical knowledge of mobile phones (electronics, RF, data communication understanding)- Presentation and organization skills at customer meetings and training days Show less

  • Quality Manager

    Jun 2011 - Apr 2014

  • Care Project Manager

    Jan 2001 - Jun 2011

  • After Markets Project Leader

    Jan 1998 - Jan 2001

  • Training Engineer

    Oct 1996 - Jan 1998
• 

  Microsoft

  Apr 2014 - Aug 2016

  As Quality Engineer my was to be a part product development team and support all quality related task from production to field feedback collection. I also started to calculate lifetime reliability estimations with Reliasoft Weibull++ software. These calculations were based on lifetime product usage data that was collected by using globally collected telemetry information and stress test like drop test failure results. I did lot of co-operation also with factory by supporting them during production ramp up phase Lumia 550 and Lumia 650. Following of production weekly reports from test lab and production line was also part of my weekly work.- Lifetime reliability estimation concept understanding and capability to create failure rate estimations with Reliasoft Weibull++ SW tool- Understanding of production material process, assembly process and testing process and result follow up - Fact based data analyzing and data driven decision making skills. Show less As In Market Care and Quality manager role. Now my main responsibility was to follow field feedback from different Care channels like Discussion boards, Contact centers, NPS, Service points and Operators and decide what the problems that we need to deeper analyze, define root cause, plan and implement fix to factory. Error reporting and following of R&D root cause analyze progress were essential in that work. Around year 2013 Lumia products started first shipments and on that time I started to concentrate even more to product quality overall starting from design phase by giving feedback to R&D team what are key issues that must be avoided in coming products. I also led some very interesting task forces like one that was related side switch soldering quality in Lumia 620. Needed main competences were:- Listening the customer via different feedback channels (usage of data collection tools Qlikview, Net Promoter Score, Repair data and Device crash data)- Usage of data analyzing tools (Minitab)- Pushing through correction which are most important for customers (fact and data based decision making)- Error reporting and follow-up (error handling tool usage)- Field issue deeper investigation with customers (taking of log files directly with customers)- Solution reporting for customer (Corrective action reporting tool, Genius tool)- Field quality reporting by composing data from various sources (organizational, negotiation and communication skills)- Capability to handle multi-site, multi-cultural, face-to-face, on-line and stressful projects (negotiation skills, capability to recognize different person types and knowledge how to deal with them)- Task force leading of most critical field issue investigations (capability to use different leadership styles depending of situation)- Utilization of Six Sigma green belt tools and methods like DMAIC, SIPOC, PFMEA and different data analyze tools like Probability plot and Pareto charts Show less

  • Quality Engineer

    Aug 2015 - Aug 2016

  • Product Quality Manager

    Apr 2014 - Aug 2015
• 

  Landis+Gyr

  Nov 2016 - now

  As Technical Services Specialist in smart metering systems Service Delivery team my key responsibilities will include providing device related high quality 2 level customer support to internal and external customers, deliver root cause analysis and problem solving of found incidents. Creating and modifying technical notes and guidelines is also part of my daily routines. Work closely with 1 level support, projecting, product management and R&D in customer support issues as a contribution to solve incidents effectively and on timely manner.- CRM case handling according the support process- SLA and OLA followup and reporting- ASN creation process definition and renewal Show less

  • Application Engineering Manager

    Jun 2023 - now

  • Device Service Manager

    Sept 2018 - Jun 2024

  • Technical Service Representative

    Nov 2016 - Jun 2024