Plumber – even on the phone
Madeleine Nevjall aus Norwegen
At first, the plumbing trade was Madeleine Nevjall’s fortune. Then it became her shattered dream. Today, it is an important part of her identity–and at Geberit in Norway, she has seized a new opportunity with it.
“I’m still a plumber!” Madeleine Nevjall says the words with almost defiant conviction. To the world and to herself. A bit like Elton John when he shouts, “I’m still standing!”
The 30-year-old works in technical support–on the hotline–at Geberit’s Norwegian sales office. She answers questions from plumbers and helps with problems on construction sites. That’s where she’d rather be herself. “Out in the field. That’s where I wanted to work,” she says. It all started back in her teenage years. Her first plan was to do an apprenticeship as a crane operator on an oil rig, but that would have required her to travel far from home. At 18, she didn’t want that.
Her Thing
She ended up in the plumbing industry by chance. “Someone suggested it, and I thought: Let’s see.” After just a few weeks, she knew: “This is my thing!” She decided to complete a full apprenticeship at a local plumbing company, but after six months she had an accident and needed several surgeries on her leg–which left her with permanent damage. She struggled through the rest of her training–and then through a month as a permanent employee. Eventually, she called it quits.
“I can’t drive long distances, let alone walk around a construction site for hours and carry heavy things.” Her dream was shattered. She turned to a Norwegian organization that advocates for women in the plumbing trade. They initially found her a position where she had to do less heavy lifting. But even that was too demanding. “Then I saw the customer service position at Geberit. I asked the organization if the company had a good reputation.” She was told that Geberit was committed to employee well-being and enjoyed an excellent reputation in the industry. So she decided to give it a try.
Sad and angry
But she felt unsure about acting as an expert on the phone so soon after completing her apprenticeship. She had to grit her teeth and push through again, dove deep into the subject matter, and grew increasingly enthusiastic about the job. “I learned an enormous amount of new things about the world of plumbing.”
That continues to this day. “Every customer is different, even if the problems are similar. I can keep learning.” At Geberit, she’s happy on the phone today. “My language has become a new tool, but the topics are the same. I’m still a plumber!”
