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In it for the customer

In it for the customer – standing by our customers, every step of the way

Our people have a deep sense of responsibility for the customers who depend on Evac systems. Teamwork keeps operations running smoothly, with support provided swiftly when needed.

Whether in buildings or onboard ships, Evac systems are designed to deliver reliable performance from day one. Behind this equipment are teams who stay connected with customers and partners throughout the entire lifecycle – from sales and installation, through to everyday operation and service support.

Customers trust Evac to coordinate a wide network of suppliers and ensure on-time delivery. A single delay can disrupt a commissioning schedule or a vessel’s planned departure. Our teams adjust quickly when timelines shift, protecting the customer from any ripple effects.

Elsa Haavanlammi is a Customer Service Manager for Evac’s system projects. Her team sits at the centre of Evac’s largest delivery projects – coordinating documentation and tracking schedules. Much of the team’s work comes during the commissioning phase, when service engineers have limited time for their work.

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Elsa Haavanlammi, Customer Service Manager

Together with the project manager, we act as the voice of the customer. Their equipment delivery timeline becomes our timeline. When they call – we move.

Providing rapid support

In it for the customer also means staying engaged once a system enters service. Issues can appear unexpectedly, so our teams are ready to answer the phone whenever it rings.

Warranty Manager Aaro Vaitomaa often becomes the first point of contact when a marine customer is facing a critical system issue. His work involves coordinating with engineering and service teams to ensure the right expertise is mobilized without delay.

Usually when I get involved, something is already wrong. I was once on vacation and out on a lake fishing when a call came in from a vessel. The whole wastewater system had gone down. I immediately contacted colleagues to get remote support started.

Aaro Vaitomaa, Warranty Manager

His team sent an engineer halfway across the world with a vital component, so work could begin immediately upon arrival aboard the ship. Stories like these reflect a culture in which rapid response and real-world problem-solving are core to being in it for the customer.

From insight to improvement

Evac’s product teams remain closely aligned with the regulatory landscape as well. Through active participation in the MED and MARPOL committees, for example, Evac tracks upcoming marine requirements and interprets how new rules will affect customers’ operations.

Our role is to stay ahead of regulatory changes, so we can guide customers with advice that is both credible and practical.

Deeper customer needs often emerge during visits to vessels and project sites. Direct feedback reveals how equipment behaves and what would make it easier to use or maintain. Daily communication across Evac’s product management, sales and service functions ensures these insights are quickly turned into practical improvements. Keeping product development aligned with market needs is another clear expression of what it means to be in it for the customer.

Alejandro Álvarez Camino, Vice President for Products and Engineering

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