Field Service Operations Coordinator

Field Service Operations Coordinator

Wärtsilä Parts and Field Service is now looking for an enthusiastic Field Service Operations Coordinator to join our skilled team in the USA.

Wärtsilä is a world leader in marine technology and leading the industry's transformation towards a decarbonised and sustainable future. With the world’s widest portfolio and service network, we – Wärtsilians - deliver efficient, safe, and sustainable integrated products and solutions to enhance the business of our customers. The opportunities presented through digitalisation and new technologies are offering a new era of shipping. Did you know that shipping is the world’s most efficient mode of transportation and that approximately 90% of world trade is carried by sea?

We want to change the course towards an interconnected and cleaner maritime future and are constantly on the lookout for future-oriented talent to join our team and to work towards enabling sustainable societies through innovation in technology and services - together. Are you ready to jump onboard?

What will you be doing?

The Field Service Operations Coordinator is required to support external and internal customers in various time zones. No relocation benefits will be provided.

This position reports to Field Service Coordinator Team Lead.

Candidates are expected to display a high level of critical thinking and reasoning skills, identify as high performers, as well as being self-motivating.

Duties and Responsibilities:

The Service Coordinator manages a wide range of international services related to the maintenance, repair, and upgrades of the assets of our customers. The service coordinator is 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.

• 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:

• 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.

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

Main responsibilities:

• 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

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

The starting salary for this position would be determined with consideration of the successful candidate’s relevant education, individual skill set, level of experience applicable to the role they are being offered and consideration of internal equity.

Why you & us? 

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

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.

Wärtsilä companies in the USA have implemented a new hybrid work model. Most employees who live within 40 miles of an office will work 2 days per week in office. This model will provide our employees the flexibility of working from home, while also providing the benefits of in-person collaboration twice a week. We will be happy to provide more information during your interview process.

Contact & next steps:

Does this sound like the job for you? If yes, we hope to hear from you before the application deadline by submitting your application in our Career portal. Our recruiting tool recognizes the time zone where the job ad has been published and closes the application period according to the same time zone. We aim to keep you informed along the way.

Last application date: 24/03/2025 

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. 

This is Wärtsilä 

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 17,000 professionals, in more than 200 locations in 68 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com. 

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