Service Coordinator

at  Wrtsil

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 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.
To be better tomorrow, we need the right talents today to complement our strong team of 650 employees in over 10 countries across the globe with the right skills, experience and a winning attitude.
We are now looking for a

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. This means 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 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 closes orders when technically complete
• You prepare and conduct customer meetings
• Determine request pattern and initiate action plans (independently or in cooperation with co-teams)
• Continuous improvement; contributes 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.