Field Service Operations Coordinator

Field Service Operations Coordinator

Wärtsilä, a SMART technology company, is looking for a Field Service Operations Coordinator to join our dynamic, fast-paced, high-performance field service operations coordination team (AMER). Candidates are expected to display high critical thinking and reasoning skills, identify as high performers, and be self-motivating. This position reports to Field Service Coordinator Team Lead. The position is open to applicants in the USA, preferably in South Florida, who are required to support external and internal customers in various time zones. Remote work is available for qualified candidates. – No relocation benefits will be provided.

What will you be doing

As a Field Service Operations Coordinator, you will manage a wide range of international services related to the maintenance, repair, and upgrades of the assets of our customers. You will be the main contact for these services' commercial, financial, and technical supervision towards our internal organization and customers. The Service Coordinator must have solid skills to look after customer satisfaction, monitor plans and coordinate Field Service employees on location.

The ideal candidate has a Technical or Engineering degree and 5+ years of relative work experience within a Mechanical/Maritime environment/organization.

As a Field Service Operations Coordinator, you will focus on these responsibilities:

Accountabilities:

• Manages field service personnel when assigned to a service
• Coordinates multiple service jobs simultaneously.
• Plans and prepares services and monitors Field Service KPIs
• Acts as the contact person for the customer from service kick-off up to the invoice.
• Comply with Safety and ISO processes for all personnel, tools, and machines to ensure the safety, accuracy, and quality of all services

Main activities:

• Order acceptance and administration
• Complying with Quality Health and Safety legislation, in accordance, and conjunction with company procedures
• Creating, executing, and closing assigned service orders
• Maintaining financial control of margins and sales as agreed with the customer
• Controlling and managing additional work during the execution of original service orders
• Correct handling of Wärtsilä procedures and guidelines
• Respectful and timely communication with customers and all relevant internal departments involved in the execution of service orders
• Accepts orders considering materials, personnel, and workshop capacity availability.
• Assesses whether orders fit within financial boundaries and payment conditions. Initiates order acceptance confirmation to the customer.
• Ensures the order is fully processed in the system for the invoice to be produced
• Manages Work in Progress (WIP), keeping data of orders updated.
• Ensures that the job file is complete for accurate invoicing.

Order management:

• Acts as the main contact for the customer related to the execution of orders and new sales potential
• Ensures FS employees, workshop, and subcontractors know the complete scope of the order and work is carried out to the customer's satisfaction.
• Manages the FS employees and subcontractors when assigned to a service work order
• Monitors the progress of the service order ensuring lead times requested by the customer are observed.
• Monitors and maintain the cost and budgets of the order
• Ensures the quality of service is according to Wartsila standards to minimize non-conformity costs.
• Ensures working conditions, safety, and health aspects are adhered to.
• Reports any change of scope of the order to the customer during the execution.
• Ensure customer accepts additional work and related costs and communicate with Sales teams should additional contracts/offers be required
• Ensures Service Work Reports are technically correct and completed and approved within agreed time frames
• Carries out debriefing with FS engineer and related teams when the job is finished

Communicates with:

• Field Service Management regarding operational workload and financial risks
• Customers regarding progress and execution of current orders and new sales potentials
• Line Manager for support on any issues related to ongoing orders
• Workshop team regarding planned and ongoing combined orders of field service and workshop activities.
• Resources team to request specific superintendents, service engineers, or technicians for the execution of the service order.
• Service team to follow up on the progress of the job.
• Sales Support for the handover of new sales orders.
• All other departments as and when applicable

Works according to:

• Service Guidelines of Wärtsilä.
• Instructions from the Management.
• Guidelines and requirements of the QEHS system
• Specific agreements agreed with customers.

To be successful in this role, we expect you to have:

Education and requirements:

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

Skills and Competencies:

General Skills:

• Communication skills
• Cost awareness & effectiveness
• Cultural knowledge
• Teamwork skills
• Wärtsilä quality, safety & environmental skills
• Proficiency in English

Professional Skills:

• Technical product & solution knowledge
• Engineering theories & technologies
• Wartsila Engineering Tools
• Customer value understanding
• Technical communication
• Service Management
• Management & Leadership Competencies
• Mentoring/Coaching
• Problem-Solving and decision making

Physical & Mental/Reasoning Demands:

These are physical and mental requirements of the position as it is typically performed. Inability to meet one or more of these physical or mental requirements will not automatically disqualify a candidate or associate from the position. Upon request for a reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the requirement, the essential functions to which it relates, and the proposed accommodation.

• Vision: Close; Distance; Depth
• Color Perception (Red, Green, Amber)
• Hearing/Listening
• Clear Speech
• Touching: Dexterity; Hand; Finger
• Ability to Mount and Dismount Forklift/Truck
• Pushing/Pulling/Stoop/Kneel/Crouch or Crawl
• Lifting: 45 Pounds; 5 Times per shift
• Carrying: 25 Pounds; 5 Times per shift
• Driving (local/over the road)
• Bend/Squat/Sit and Stand for a prolonged period of time
• Climbing / Balance

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Works Alone / Works with Others
• Verbal Contact w/Others; Face-to-Face Contact
• Inside / Outside
• Extreme Heat / Extreme Cold
• Noise
• Mechanical Equipment
• Electrical Equipment
• Pressurized Equipment
• Moving Objects
• High Places
• Fumes/Odors
• Hazardous Materials
• Dirt Dust

Why you and us

You will be a part of a global organization with local presence and work in an exciting and dynamic working environment with highly motivated and skilled co-workers. We offer interesting and challenging work tasks, as well as personal and professional development in a great team.

If you feel excited by being a part of this working environment and think your personal skills and qualities match the job requirements, we look forward to receiving your job application.

Successful applicant must be authorized to work in the USA without sponsorship.

We look forward to hearing from you. Qualified candidates must apply online: http://www.wartsila.com/careers.

Individuals hired for positions that require on-site customer interactions and/or in-person travel may be required to be fully vaccinated against COVID-19 or other country-specific vaccinations, unless otherwise prohibited by law.

Wärtsilä North America values our employees. We offer a competitive salary and comprehensive benefits package. Wärtsilä North America is an EOE/AA employer.

Last application date: 14/06/2023

At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.