ESS Lifecycle Coordinator

Wärtsilä; Ciudad de México; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global energy solutions provider is seeking a professional for a Hybrid role in Mexico City. The position focuses on service delivery and warranty management, ensuring compliance with contractual agreements and customer satisfaction. Required qualifications include a Bachelor's degree in a technical field and bilingual proficiency in English and Spanish. The successful candidate will collaborate with various teams and handle customer issues efficiently, contributing to the company's goal of a sustainable energy future.

Servicios

Competitive salary

Comprehensive benefits package

Professional development opportunities

Formación

• Must have a Bachelor's degree or equivalent.
• Must be bilingual in English and Spanish.
• Commutable distance to Mexico City office is required.

Responsabilidades

• Ensure contracts are delivered according to warranty.
• Manage execution of Field Service and Warranty.
• Facilitate handover meetings for service delivery.
• Secure quality of claim resolution processes.
• Ensure customer satisfaction and work completeness.

Conocimientos

Bilingual in English and Spanish

Excellent working knowledge of SAP

Familiarity with Microsoft Office Suite

Knowledge of Asana

Educación

Bachelor's of Science in Technical area or equivalent

Descripción del empleo

Overview

Wärtsilä Energy Storage is the leading global energy storage optimizer. Our mission is to deliver integrated energy solutions that build a resilient, intelligent, and flexible energy infrastructure - unlocking the way to an optimized renewable future. By integrating renewables, energy management technology, and storage with traditional energy resources, we reinvent clean energy production from the largest and most complex grids to the most remote and essential microgrids. We play a key role in Wärtsilä’s vision towards a 100% renewable energy future through flexibility, reliability, and integration and a more sustainable world for us all.

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

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 Wärtsilä 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.

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. 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.

We are not accepting unsolicited submissions from 3rd party recruitment agencies.

Successful applicant must be authorized to work in the USA without sponsorship. We look forward to hearing from you. Qualified candidates must apply online: https://www.wartsila.com/careers

Candidates for regular U.S and Puerto Rico positions must be a U.S. citizen, national, or an alien admitted as permanent resident, refugee, asylee with valid work permit or temporary resident under 8 U.S.C. 1160(a) or 1255a(1). Individuals with temporary visas such as E, F-1, H-1, H1B, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

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.