ESS Lifecycle Coordinator

This is a Hybrid role in our Mexico City location

Accountabilities:
Ensure that scope of contracts is delivered to customers according to contractual warranty and support their agreements. Plan, lead and manage execution of Field Service, Warranty and (un)planned maintenance.The position entails overseeing service delivery for Wärtsilä-supplied equipment in ES&O installations throughout their lifecycle. Responsibilities include facilitating handover meetings, ensuring quality claim resolution, and initiating prompt customer issue resolution. The role involves meeting targets for customer satisfaction and work completeness, while minimizing costs for both Wärtsilä and customers. Collaboration with internal stakeholders, monitoring daily activities, and suggesting process improvements are key aspects of the role

Requirements:

Candidate must have a Bachelor's of Science in Technical area or equivalent. 

Must be Bi-Lingual in English and Spanish

Must be a commutable distance to the Mexico City office

Main Responsibilities:

• Arrange service delivery for issues related to Wärtsilä supplied equipment for ES&O installations during the entire Lifecycle Services.
• Assist in handover meeting between Project Management, ESS Lifecycle and Agreement Managers, and prepare warranty announcement.
• Secure quality of claim resolution process within assigned region with clear communication and follow-up on all issues (registered claims).
• Initiate and support prompt resolution of customer issues by fast and efficient warranty handling including vendor reclaiming together with internal stakeholders (Area Expertise Centres, Energy Storage & Optimization (ES&O)Technical Expertise Center, Agreement and Energy Warranty Services (EWS) teams).
• Initiate and support prompt resolution of customers issues by fast and cost-efficient way of sending manpower to site when needed by using own Field Service (FS) Resources, vendors, and sub-contractors.
• Deliver set targets for Customer Satisfaction and Hit Rate as measured through Customer
• Engagement Management Survey (CEM)
• Completeness and quality of the work performed in accordance with the ES&O Lifecycle Management process.
• Take ownership and ensure trouble free operation of the supplied equipment for the customer and Wärtsilä.        
• Initiate request to provide access to Wartsila online services as new customer installations approach commercial operations date.
• Assist ESS Lifecycle Manager in all duties.
• Ensure that correct warranty data is present in SAP Project Builder on the WBS level and ensure all internal stakeholders maintain data on their responsibility level.
• Minimize agreement and warranty costs for Wärtsilä and customers.
• Support and suggest any improvements needed on the operative agreement and warranty handling process within the North and South American region.
• Monitor and engage with daily agreement management and warranty handling activities, to lead and act when needed.
• Follow Wärtsilä business ethics and rules.
• Support local Houston warehouse ESS activities, if needed.
• There may be occasions that are required to be On-Call to provide 24/7 Support to the Expertise Center and the ESS Remote Technicians.
• Excellent working knowledge of SAP, Microsoft Office Suite, Asana, a big plus.

Development Responsibilities:

• To support in the success and development of process on designated Area ESS Lifecycle Support Services acting as Area Team Leader leading to the next level as per set performance targets. Clear accountabilities and responsibilities of a possible managerial role in ESS lifecycle.
• Learning key concepts related to Energy Storage business internally and externally.
• Collaborate with Agreement Team and be a team member as needed. Understanding Agreement key contractual obligations towards the customers.
• Establish an own network of contacts to secure smooth and efficient handling during the warranty, agreement, and lifecycle period.
• Develop and maintain a list of supplier and subcontractor contacts.
• Provide lessons learned (sharing knowledge) to internal stakeholders acquired during the management of each installation.