Field Service

Field Service / Workshop Coordinator, Operation, Parts & Field Service Region Mediterranean

Wärtsilä is a world leader in marine technology and leading the industry's transformation towards a decarbonised and sustainable future. With the world’s widest portfolio and service network, we - Wärtsilians - deliver efficient, safe and sustainable integrated products and solutions to enhance the business of our customers. The opportunities presented through digitalisation and new technologies are offering a new era of shipping. We want to change the course towards an interconnected and cleaner maritime future and 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.

Business Unit Parts and Field Service is a global organisation with harmonised ways of working and tools to deliver the best possible services for our customers. In our global team we value, respect, and embrace different opinions and diversity. Safety, environment, and wellbeing are our foundation, and we never compromise them.

We are looking for a **Field Service / Workshop Coordinator** to join the Operations Team in Parts and Field Service Mediterranean.

The locations for this position are in Trieste, Genoa, or Naples (Italy).

**Your role and responsibilities**

As a **Field Service / Workshop Coordinator**, you will be responsible for managing all Field Services (FS) and Workshop (WS) jobs assigned to you, ensuring they meet the needs of the final customer. You will collaborate with the sales proposal team to estimate the budget for FS activities in terms of hours and man-days. Additionally, you will interface with the Sales team to enhance customer satisfaction.

**As a**Field Service / Workshop Coordinator** you will focus on these responsibilities**:

- Receive and process field service inquiries; identify service requirements, schedules, and locations.
- Plan activities, resources, spare parts, costs, and time schedules for work orders.
- Liaise with customers to coordinate requirements and formalize service bookings.
- Coordinate personnel assigned to work orders.
- Act as the point of contact for the customer during the work order.
- Raise internal and external orders for service provisions.
- Execute service follow-ups; ensure customer satisfaction, obtain feedback, and maintain service record files.
- Ensure that work is executed according to QSHE guidelines and site procedures and policies.
- Follow up and report on the status of work orders to customers and internal stakeholders.
- Continuously seek solutions according to best practices.
- Promote Wärtsilä Continuous Improvement (WCI) in processes to enhance customer experience and value.
- Foster effective communication with other departments (Technical Service, Sales Proposal, Sales, Contract and Project Management, etc.) to ensure the satisfaction of internal and external customers.
- Follow up on service orders until invoicing, including change orders, technical documentation, time sheets, travel expenses, and vendor invoices.
- Manage all jobs in SAP and CRM (Service Workforce) from an administrative standpoint.

**Requirements for the position**:

- BSc. or MSc. in Engineering or the equivalent desirable.
- More than 3 years' experience in similar tasks within Field Services is preferred.
- Moderate on-call expectations to support customers and engineers in the field.
- Strong interpersonal skills to communicate daily with various internal and external stakeholders.
- Excellent cooperative skills.
- Strong communication skills and customer relations.
- Good negotiation skills.
- Good reporting skills.
- Proficiency in English, both written and verbal.
- Willingness and availability for short travel for customers and/or site visits.
- Ability to work independently and manage multiple tasks simultaneously.
- Ability to handle a dynamic work environment and manage stress effectively.

**Why you and us?**

You are valuated - as your true self. At Wärtsilä we value diversity and are committed in supporting inclusive work community.

Your growth is supported. We believe in continuous learning & teamwork. Wärtsilian community has your back when it comes to development opportunities - so you can develop beyond your potential.

You get to make a difference. Innovation and sustainability are important for us. Every day, we put our hearts and minds into enabling sustainable societies through innovation in technology and services into reality.

**Contact & next steps**
- 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.