Havant, GB

Function:  Sales & Marketing
Job Category:  Sales & Marketing

Customer Service Co-ordinator (Warranty/Refurb)

Wärtsilä is a world leader in marine technology and has the world’s widest portfolio and service network. We are leading the industry’s transformation towards a decarbonised and sustainable future. We at Wärtsilä Marine Systems are focusing on the latest and most efficient solutions, products and lifecycle services to support the vision for a safer, better, and more sustainable future for our customers.

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?


Customer Service Co-ordinator (Warranty/Refurb) (31248)

Wartsila Defence Solutions Ltd in Havant is looking to expand its customer service offering with a new role focused on managing  refurbishment activities and warranty claims & investigations.

You will be working with varied internal stakeholders, across multiple functions, including design engineering, finance, purchasing and production as well as external customers. This is a key role that would suit someone with an eye for detail and an inquiring manner, with strong organisational skills, able to build strong relationships and used to pulling data together from various sources in order to conclude thorough investigations.

What will I be doing daily?

The main responsibilities of this role are two-fold. The primary responsibility is to act as a first point of contact for potential warranty claims, supporting any investigation and subsequent resolution proposals, in conjunction with the Warranty Manager. Completing the role is responsibility for managing the refurbishment of customers products through the established process. Both aspects rely on excellent communication with the customer to ensure they are kept fully updated with progress.   


  • Acting as primary point of contact for customers and internal stakeholders for warranty and refurbishment projects. Track and expedite the progress of warranty claims, including investigation, root-case analysis and corrective actions
  • Reporting on the current status of all cases
  • Expedite product refurbishment orders to ensure they are progressed according to agreed timescales.
  • Controlling (minimising) the financial impact to WDSL of any claims
  • Maintain records and information to support the various projects
  • Protecting the Wartsila brand and reputation

What will I need to be successful?

The candidate should have excellent customer service skills and be used to working with various internal departments to fulfil the role.

You should be computer literate with good experience using Microsoft office in particular Excel

Experience and Competencies

  • Strong customer service experience
  • You should demonstrate ability to hold commercial conversations with client.
  • Ideally this experience should include direct dealings with customers and participation in meetings with customers and internal support departments.
  • Practical knowledge working with MRP systems (SAP) is preferred
  • Additionally, a background in an engineering or a manufacturing business would be advantageous. 

The successful candidate demonstrates?

  • A logical ordered manner of working
  • A people orientated, outgoing manner
  • A curious nature
  • Attention to detail and a continuous improvement mindset.


Note due to the military applications our products support, any applicant must be able to satisfy the requirements of a BPSS (Baseline Personnel Security Standard) as a minimum clearance requirement of this role


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?


Contact & next steps

Does this sound like the job for you?


If yes, we hope to hear from you before the application deadline, through submitting your application through our career portal.

Last application date: 07/04/2023

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.

This is Wärtsilä


Wärtsilä Marine Systems supports customers with high quality products and lifecycle services related to the gas value chain, exhaust treatment, shaft line, underwater repair and electrical integrations. We are committed to providing the latest and most efficient solutions, in line with Wärtsilä’s vision for a safe and sustainable future for our customers, our communities and our planet. www.wartsila.com/marine 

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. We emphasise innovation in sustainable technology and services to help our customers continuously improve their environmental and economic performance. Our dedicated and passionate team of 17,000 professionals in more than 200 locations in 68 countries shape the decarbonisation transformation of our industries across the globe. In 2021, Wärtsilä’s net sales totalled EUR 4.8 billion. Wärtsilä is listed on Nasdaq Helsinki. Find out more at www.wartsila.com