New Head of Global Service: Welcome Johannes Bils

We’re excited to introduce our new Head of Global Service – Johannes Bils. In this interview, Johannes shares interesting insights into his professional background, his new role at 2G, and his future goals.

We are happy to welcome you to our team, Johannes. How did you experience the first weeks at 2G?

Johannes Bils: First, I want to thank everyone for the warm welcome to 2G — a company with strong values that we must continue to uphold. As always, a bit of luck is part of life — and I was fortunate to be part of this year's management meeting. It was great to meet everyone in person over those two days. Being face-to-face really makes things much easier and it helps building connections right from the start.

Over the past few weeks, I’ve had more than 70 different introduction calls, and I was truly impressed by how open and welcoming everyone has been. It’s also remarkable to see the scale 2G has reached — both in terms of size and impact. I'm very much looking forward to contributing to our shared success.

Please tell us about your professional background.

Johannes Bils: I come from a global supply chain and operations background, with over 15 years of leadership experience across the engineering, energy, and industrial sectors. Before joining 2G Energy, I served as Global Head of Supply Chain Management and was part of the extended board at thyssenkrupp Polysius. There, I led international teams across manufacturing, quality, logistics, and procurement — with a clear focus on growing the service business as a strategic pillar.

Earlier in my career, I worked at TK Elevator, a global service company where service is at the core of the business. That experience gave me valuable insights into how a high-performing service organization operates on a global scale — with strong customer focus.

Throughout my career, I’ve been committed to driving operational excellence, building resilient teams, and implementing global strategies that create both efficiency and customer value. What truly motivates me is developing organizations and people — because in the end, it’s people who make the difference.

What will be your main tasks as Head of Global Service?

Johannes Bils: My initial focus will be to assess the current service structure, fully respecting that focus needs to be on the successful ERP implementation. A priority is building a framework that enables best-practice sharing across regions and drives efficiency, including the expanded use of MY2G. There are so many good ideas and ways of working already existing which can be lifted up.

Key task is, establishing a way to steer the global service business aligned with country organisations, serving regional needs and local flexibility while driving scalable, plannable growth. I also see strong potential in expanding our international service operations, including third-party engines, supported by already started potential M&A activities.

What excites you most about working at the intersection of clean energy and customer service?

Johannes Bils: As a father of four kids, raising my family in this region, I’m deeply motivated to contribute to a more liveable planet for future generations. Equally inspiring are the people I work with, their passion and commitment to 2G fuel our shared purpose: making things better. Both aspects give my work meaning every day.

How do you plan to align service strategy with 2G’s broader goals — decarbonization and digitalization?

Johannes Bils: There’s no conflict between these goals, they reinforce each other. Decarbonization is a core driver for 2G’s growth in both new builds and therefore as well in service. Digitalization offers vast opportunities to enhance efficiency while reducing costs and carbon footprints. Platforms like MY2G and I.R.I.S. enable faster issue resolution, predictive maintenance, and remote diagnostics, contributing to sustainable and cost-effective service delivery.

How do you see service evolving as energy systems become more decentralized and digital?

Johannes Bils: As energy systems become more decentralized and digital, our service role is shifting to meet the evolving needs of customers who are using their equipment more flexibly. This flexibility creates new challenges for service, as equipment may be operated in ways that are less predictable and require more agile support.

Fortunately, 2G already has a strong foundation in digital service solutions. We’ll continue expanding capabilities like predictive maintenance and remote diagnostics to respond quickly and efficiently, minimizing unplanned downtime and maximizing availability.

Our goal is to be a trusted partner who understands and supports customers in getting the most out of their systems.

What are the biggest challenges in harmonizing service across regions or markets?

Johannes Bils: We’re fortunate to have outstanding service professionals at 2G. The challenge lies in balancing global standardization on service products and processes with local adaptability for regions and partners, so it is not the idea to have a one-fits-all solution.

Different markets and regions, whether rental fleets, data centers or biogas plants — have different needs.

We must define clear service products that meet those needs without adding internal complexity, while empowering local teams and service partners to deliver the right support.

How are digital tools — remote diagnostics, AI, or predictive maintenance — changing service at 2G?

Johannes Bils: Digital tools are transforming how we deliver service. With I.R.I.S. and MY2G, we can monitor systems, detect issues early, and prevent major damage by intervening by stopping the machine when it turns in difficult operation mode.

Predictive maintenance supports to shift us from reactive to proactive service meaning fewer unplanned downtimes, reduced unnecessary costs, and improved customer satisfaction. Plus, we can scale support globally with 2G and third-party components and partner business without always needing to be on site — offering reliable and sustainable service.

What’s your view on integrating customer feedback into service design and improvement?

Johannes Bils: With our equipment in use for 10 – 15 years on average, customer feedback is a strategic asset. It tells us what works and what doesn’t.

By working as a global team, we can use this insight to refine processes and equipment, adopt best practices already in place somewhere and build trust with feedback. This continuous improvement not only retains customers — it also opens doors for new business and strengthens 2G’s reputation.

How do you plan to elevate the customer experience through service?

Johannes Bils: To elevate customer experience, we focus on people and problem-solving. I really like the vision of creating positive, lasting memories — this is what drives us. We achieve this through motivated teams, strong training, and streamlined service processes. Tools like MY2G and remote diagnostics help us reduce downtime and make support more accessible.

For us, service is more than fixing issues — it’s a strategic opportunity to build long-term partnerships through open communication and reliable solutions.

What does ‘service differentiation’ mean in a competitive global energy market?

Johannes Bils: Beyond our goal of elevating the customer experience, what sets us apart is not just what we do but how we do it: with openness, reliability, and a long-term partnership mindset.

We focus on delivering exactly what the customer needs, in a highly efficient way. That’s what makes our service a true differentiator.

While we keep an eye on the competition, we see strong growth potential in servicing third-party engines, thanks to our proven service quality and product reliability, including a pro rata guarantee if our equipment doesn’t meet the committed runtime, reinforces our accountability.

How can global service operations support 2G’s commitment to sustainability and renewable energy?

Johannes Bils: Our digital backbone, powered by I.R.I.S. and MY2G, enables us to resolve 75 – 80% of machine issues remotely. By working with a decentralized network of partners and technicians, we minimize unnecessary travel and CO₂ emissions. Together, this results in efficient, sustainable service.

What is your vision for the global service division at 2G Energy?

Johannes Bils: Service is not just a function; it’s a strategic opportunity to build lasting partnerships. Our products are designed for long-term operation, and our service philosophy reflects that same commitment to longevity and excellence.

My vision is to build a digitally enabled global service and partner organization that delivers positive customer experience, powered by passionate teams who love what they do.