Wärtsilä is looking for a Lifecycle Coordinator to oversee service delivery for our Energy Storage & Optimization (ES&O) installations throughout their lifecycle. In this role, you will plan, lead, and manage the execution of Field Service, Warranty, and maintenance activities to ensure contractual obligations are met and customer satisfaction is high.
What You'll Do
- Arrange service delivery for issues related to Wärtsilä supplied equipment for ES&O installations during the entire Lifecycle Services.
- Assist in handover meetings between Project Management, ESS Lifecycle and Agreement Managers, and prepare warranty announcements.
- Secure quality of the claim resolution process within your assigned region with clear communication and follow-up on all registered claims.
- Initiate and support prompt resolution of customer issues through fast and efficient warranty handling, including vendor reclaiming with internal stakeholders.
- Initiate and support prompt resolution of customer issues by sending manpower to site in a fast and cost-efficient way, using own Field Service Resources, vendors, and sub-contractors.
- Deliver set targets for Customer Satisfaction and Hit Rate as measured through the Customer Engagement Management Survey (CEM).
- Ensure completeness and quality of 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 requests to provide access to Wärtsilä online services as new customer installations approach commercial operations date.
- Assist the ESS Lifecycle Manager in all duties.
- Ensure correct warranty data is present in SAP Project Builder at the WBS level and that all internal stakeholders maintain data on their responsibility level.
- Minimize agreement and warranty costs for Wärtsilä and customers.
- Support and suggest 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.
- Be available On-Call to provide 24/7 Support to the Expertise Center and the ESS Remote Technicians as required.
- Support the success and development of processes in your designated Area ESS Lifecycle Support Services, acting as an Area Team Leader per set performance targets.
- Learn key concepts related to the Energy Storage business internally and externally.
- Collaborate with the Agreement Team as needed, understanding their key contractual obligations towards customers.
- Establish a personal 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 and share knowledge with internal stakeholders acquired during the management of each installation.
What We're Looking For
- Bachelor's of Science in a Technical area or equivalent.
- Must be Bi-Lingual in English and Spanish.
- Must be a commutable distance to the Mexico City office.
- Excellent working knowledge of SAP, Microsoft Office Suite, and Asana is a big plus.
Technical Stack
- SAP
- Microsoft Office Suite
- Asana
Team & Environment
You will collaborate with internal stakeholders including Area Expertise Centres, the ES&O Technical Expertise Center, and Agreement and Energy Warranty Services (EWS) teams.
Work Mode
This position follows a hybrid work model located in Mexico City.
Wärtsilä North America is an EOE/AA employer. We value, respect and embrace all our differences, and are committed to diversity, inclusion and equal employment opportunities.
