About the position
Wärtsilä Energy Storage & Optimization (ES&O) 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. The location for this position is Fort Lauderdale, Florida. This will be a hybrid role.
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.
- Initiate and support prompt resolution of customers issues by fast and cost-efficient way of sending manpower to site when needed.
- 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.
Requirements
- Excellent working knowledge of SAP, Microsoft Office Suite, Asana.
- Ability to manage and lead service delivery for Wärtsilä-supplied equipment.
- Strong communication skills for effective collaboration with internal stakeholders.
- Experience in warranty handling and customer issue resolution.
Nice-to-haves
- Experience in energy storage or related fields.
- Familiarity with lifecycle management processes.
Benefits
- Personal and professional development opportunities.
- Dynamic working environment with skilled co-workers.
