ESS Lifecycle Coordinator

Wärtsilä Corporation; Ciudad de México; Híbrido; MXN 924,000 - 1,295,000; Jornada completa

Descripción de la vacante

A leading energy solutions company is seeking a professional for a hybrid role in Mexico City. The candidate will manage Field Service and Warranty for supplied equipment, ensuring customer satisfaction and quality claim resolutions. Bilingual proficiency in English and Spanish, along with a Bachelor's degree in a technical field, is required. The role involves overseeing service delivery throughout the equipment lifecycle and supporting operational improvements.

Formación

• Bilingual in English and Spanish is a must.
• Must have experience with SAP and Microsoft Office Suite.
• A Bachelor's degree in a relevant technical field is required.

Responsabilidades

• Manage execution of Field Service, Warranty and maintenance.
• Ensure customer satisfaction and quality resolution of claims.
• Oversee service delivery for supplied equipment throughout lifecycle.

Conocimientos

Bi-Lingual in English and Spanish

Excellent working knowledge of SAP

Knowledge of Microsoft Office Suite

Familiarity with Asana

Educación

Bachelor's of Science in Technical area or equivalent

Descripción del empleo

Wärtsilä Energy leads the transition towards a 100% renewable energy future. We help our partners to accelerate their decarbonisation journeys through our market-leading technologies and power system modelling expertise. These cover decarbonisation services, future-fuel enabled balancing power plants, hybrid solutions, energy storage and optimisation technology, including the GEMS Digital Energy Platform.

Did you know Wärtsilä has delivered 79 GW of power plant capacity and more than 130 energy storage installations in 180 countries around the world?

In this fast changing world of energy, we 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. Want to join the ride?

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.
• 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.

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.

Please note that according to Wärtsilä policy, voluntary consent for a security check may be required from candidates being considered for this position, depending on the applicable country.

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 18,300 professionals, in more than 230 locations in 77 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.