Service Coordinator

Wärtsilä is an innovative technology company known for being a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians - put our hearts and minds into turning Wärtsilä's purpose of enabling sustainable societies through innovation in technology and services into reality. Our ultimate aim is to provide increased value to both our customers and society. New, game-changing ideas and continuous improvement have been part of our DNA since 1834. Together, we can create new business opportunities and a more sustainable future that we can all be proud of.

We want to transition the world towards a decarbonised and sustainable future. By pushing the boundaries of engineering and technology, we can make it work. We are always on the lookout for future-oriented talent – want to join the ride?

As ANCS (Automation, Navigation & Control Systems), we transform how vessels perform to create the safest and most efficient journey for our customers – always with the vision in mind to navigate towards a more sustainable maritime industry. With our rich history of pioneering maritime technologies, we have defined industry benchmarks.

We are now looking for a Service Coordinator (m/f/d) - Temporary for 16 months to join our team working for a better future. The preferred location for the position is in Hamburg, Germany.

What you will be doing

As a Service Coordinator, your primary responsibility is to handle and resolve customer inquiries, complaints, and support requests. You will be the main point of contact for customers seeking assistance. Your role involves managing a diverse range of international service projects related to the maintenance, repair, and upgrades of our maritime customers. It is your responsibility to coordinate various executions of service-related delivery and further gather and prepare information for the service collaborating teams, enabling them to diagnose technical issues, coordinate and provide solutions, or escalate complex problems to higher-level support teams. Your objective is to ensure timely and effective resolution of technical issues, maintain customer satisfaction, and promote a positive experience with the ANCS brand.

Our main product lines encompass Navigation, Communication, and Automation. Our customers primarily consist of ocean-going vessels in the dredging, cruise, merchant, and oil & gas industries. While they are located in the Benelux region, our projects can be executed worldwide. Your role encompasses overseeing customer satisfaction, ad hoc planning, and the coordination of Field Service engineers with spare parts on location. In doing so, you will also handle the commercial, administrative, and financial supervision of these projects, which involve multiple internal and external stakeholders.

We are seeking a customer-oriented and hands-on Service Coordinator to join our coordination team within the ANCS Service Department in Hamburg, Germany. If you are a sharp problem solver who thrives on coordinating maritime service activities, we encourage you to apply.

What are your main tasks and responsibilities?

• You manage the full scope of the service projects assigned to you, coordinating multiple service jobs simultaneously in a cost-efficient way.
• Customer satisfaction is your priority; you nurture that by acting upon the feedback received and by analyzing the service record files.
• You coordinate Service Orders from the order acceptance up to the invoice payment.
• Act as the first point of contact for the customer, internal stakeholders, and outsourced agents during the execution of the project. Follow-up and report on the status of work orders to customer and/or internal stakeholders is fundamental for the success of your role.
• You ensure that Service Engineers and tools are available on site (e.g. request of travel documents and booking of hotels).
• You determine and coordinate supply of spare parts for the service attendances.
• You ensure completeness and processing of orders, job files (related to invoicing) and close orders when technically complete.
• You prepare and conduct customer meetings.
• Determine request patterns and initiate action plans (independently or in cooperation with co-teams).
• Continuous improvement; contribute to implementation of optimization of processes and tools.

You will shine in this role when

• You hold a MBO or Bachelor degree, with some years of working experience in a service-minded organisation.
• You are disciplined, assertive, and you have strong communication skills both in German and English, spoken and written.
• If you have a technical or maritime educational background, or working experience within a technical environment, it is seen as a plus.
• You live within an acceptable driving distance from Hamburg.
• Good knowledge of MS Office and an ERP system (preferably SAP).
• You have a hands-on mentality and can perform as a team player in a dynamic international setting.

What we offer

We highly care for the employability of all our employees; hence employees are encouraged to utilize the variety of training activities, learning solutions, and self-study materials. The opportunity to further develop your talents and competencies within an international working environment, in an ambitious, growth-oriented organisation. We offer excellent primary and secondary terms of employment and a healthy work-life balance. We foster openness, respect, and trust. The culture can be described as down-to-earth and decisive.

We drive an inclusive corporate culture by respecting diversity. Success requires a mix of employees - diversity in nationality, gender, age, personality, and educational background.

Why you and us?

We at Wärtsilä believe in empowerment, ownership, and taking responsibility for our work. We support each other’s growth and co-creation is the true basis of our innovation. We have the courage to see opportunities and take initiative. We are authentic and honest, and we strongly believe that by being your own true self, you can accomplish so much more. 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?

We have an amazing team and we are excited about our work and the impact it has on building sustainable societies. We are looking to find a colleague with this shared passion for smart technologies and a sustainable future.

Contact & next steps

We hope to hear from you soon, by submitting your application through our careers portal. We aim to keep you updated on the process throughout.

For further questions please reach out to Karolina Kostyukhina, Manager Field Service Coordination Germany, through email karolina.kostyukhina@wartsila.com with any questions related to this position (only for questions from direct job applicants, applications through email will not be recorded or responded to).

Welcome to join us in shaping the decarbonisation of marine and energy!

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.

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 17,800 professionals, in more than 280 locations in 79 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.