Field Service Operations Coordinator

The position is open to applicants in the USA and Canada, to fully support external and internal customers in the central and eastern regions of the USA and Canada, as well as various other time zones. Remote work is available for qualified candidates.

This position reports to the Field Service Coordinator Team Lead.

Wärtsilä, a SMART technology company, is seeking the ideal candidate to join our fast- paced, high performance Field Service Operations coordination team (AMER). Candidates are expected to display a high level of critical thinking and reasoning skills, identify as high performers, as well as being self-motivating.

Accountabilities:

The Service coordinator is expected to manage a wide range of local and international services related to the maintenance, repair, and upgrade of customer assets. The service coordinator is the main contact for our customers and internal organization regarding the commercial, financial, and technical aspects of all field service jobs. Solid customer service skills are required. As well as the ability to plan, monitor, and coordinate field service employees while they are at site.

• Manage all field service personnel while assigned to a service job

• Coordinate multiple service jobs simultaneously.

• Plan, prepare, and monitor Field Service KPIs

• Act as the main contact for the customer from service kick-off to invoicing.

• Comply with safety and ISO processes for all personnel, tools, and machinery to ensure the safety, accuracy, and quality of all services performed.

Main activities:

Order acceptance and administration:

• Accept orders considering materials, personnel, and workshop capacity and availability.

• Assess whether orders fit within financial boundaries and payment conditions. Initiate order acceptance confirmation to the customer.

• Manage Work in Progress (WIP), by keeping order data updated in the system.

• Ensure the order is completed in the system for the invoice to be efficiently processed.

Order management:

• Manage execution of service orders, ensuring the scope of work for the customer is clear and can be satisfactorily completed by the assigned engineer, workshop, and/or subcontractors.

• Submit new sales potentials, or review all new sales potentials submitted by site engineers.

• Monitor service work progress with focus on lead times agreed with the customer. Mitigate any delays to meet lead times, while ensuring the quality of work, and safety is according to Wartsila standards, to maximize customer satisfaction and minimize non-conformities.

• Manage the assigned costs and budgets of the service order.

• Ensure that working conditions, safety, and health aspects are adhered to on-site and off-site.

• Report and receive customer acceptance, in writing, for all scope changes or additional work during order execution.

• Communicate change of scope with Sales teams to determine if additional contracts/offers might be required.

• Ensure service work reports are completed, technically correct, and approved for each service job within agreed time frames.

• Conduct post job review, upon job completion, with FS engineer and related internal teams to support improvements and safety.

Communicates with:

• Line management, for support on any issues related to ongoing orders, operational workload, and financial risks.

• Wartsila’s customers regarding progress and execution of current orders, additional scope of work, and all new sales potential.

• Workshop team regarding planned and ongoing orders in conjunction with a field service scope.

• Tool team to ensure properly calibrated tools are available for job site.
• Logistics team to ensure parts and tools are quickly shipped to the job site.
• Resource team to assign experienced service team for the proper execution of the service order.

• Service site team to follow up on the progress of the job.

• Sales Support for the handover and support of new sales orders.

Education & Experience:

• 3-5 years of job-related experience with a technical degree and/or bachelor’s degree, and some project management experience or training is required.
• Bachelor’s degree in engineering, or technical university or 5–10 years of equivalent work experience in a technical service-minded organization is desired.
• Service management skills and/or experience with coordinating service teams is desirable.
• Experience within a Mechanical/Maritime environment organization with an international scope is seen as an advantage.

Skills and Competencies desired:

General:

• Cultural knowledge & awareness
• Teamwork capability
• Cost & budgeting competency
• Wärtsilä quality, safety & environmental knowledge
• High level communication skills
• Proficiency in English

Professional:

• Customer value understanding
• Wartsila engineering tools
• Mentoring/Coaching skills
• Technical communication
• Some engineering theories & technologies
• Service management
• Management & leadership competencies
• Some technical product & solution knowledge
• Problem-solving and decision-making skills.

Main responsibilities:

• Maintain financial control of job margins.
• Comply with Quality Health and Safety legislation, in accordance with accordance to Wartsila QEHS Guidelines.
• Manage and oversee the creation, execution and closing of assigned service orders according to Wartsila service guidelines.
• Timely and professional communication with customer and all relevant internal departments involved in execution of service orders.
• Adhere to Wartsila procedures and guidelines.
• Control and manage additional work during execution of original service order.

Why you and us:

We at Wärtsilä believe in empowerment, ownership and taking responsibility of our work. We support each other’s growth and co-creation is the true basis of our innovation. We have courage to see opportunities and take initiative.

We are authentic and honest, and we strongly believe in a diverse and inclusive work community where everyone can be their true self. We don’t always get it right the first time, and if mistakes are made, we make sure to learn and grow from them. We want everyone to voice their opinions freely. That is why we have built an environment that empowers you and everyone around you, and where you can feel safe and cared for. Are you eager to be part of this ambition?

• Wärtsilä is a global leader in smart technologies and complete lifecycle solutions for the marine and energy markets, with a portfolio of diesel and gas engines, propulsion systems, hybrid technology, and integrated powertrain systems.

• Wärtsilä offers the best training in the industry because having knowledge and skills above and beyond the basics of your field give you a professional advantage and better opportunities to grow your career. Career opportunities are always available and there is a lot of room for growth within the organization.

If you feel excited by being part of this dynamic working environment, please send in your application and we’ll get the conversation started.