Customer Support Coordinator

2 weeks ago

Fareham, United Kingdom Wärtsilä Full time

**Customer Support Coordinator (T1)**:
**Customer Support Coordinator**

Customer Support Coordinator is the first line of communication between customers and the Customer Support team. You will deal with incoming requests for support, enquiries and complaints by identifying, categorizing and escalating each case accordingly.

Partner internal key stakeholders to follow through each reported case and ensure satisfactory closure.

This position will be based in the UK

**KEY RESPONSIBILITIES**
- Answer, identify and prioritize incoming requests according to urgency and/or agreed customer service level agreements (SLA)
- Understand customers’ issues before deciding next course of action.
- Review sales contract to ensure SLAs are met and determine resources required.
- Escalate case to Technical Support and/or Technical Experts, and eventually Field Engineers if required.
- Schedule and arrange service attendances (on-site and/or remotely) and ensure availability of appropriate resources (human resources, tools & equipment, spare parts)
- Monitor service progress from initiation to completion and update status in Customer Support information system as well as ERP system(s) as necessary, e.g. for spare parts taken out of warehouse
- Provide service quotation to customers based on job requirements.
- Connect Field Engineers with customer’s representatives. Prepare Field Engineers to go on-site if required
- Verify completion of service support delivered.
- Invoice Customers as per initial quotation and based on service outcome.
- Maintain competent understanding of company’s products, their functions and alternatives.
- Partner RMA coordinators to manage products / parts (i.e. warranty, QC, return)
- Ensure compliance with the Company’s Quality Management systems.
- Investigate most cost-effective way for service attendance.
- Request proposals and outsource services to 3rd party as appropriate.
- Approve or reject invoices from Service Partners
- Cooperate with Finance in tracking of accounts receivables on invoices sent out.

**QUALIFICATIONS AND EXPERIENCE**

**Qualifications**
- Diploma / Degree in Electrical and/or Electronics Engineering - Desirable
- Maritime Engineering

**Experience**
- Experience in Marine Electronics or Shipping relevant environment
- Experience in Service Coordination - preferably in the Marine Sector
- Back office experience
- Experience with SAP / Dynamics 365 is of advantage
- Excel pivot tables, SQL database and Tableau proven experience advantageous

**What do we expect from you?**
- Customer centric and safety first mind-set
- Solutions and results-oriented
- Experience in a similar customer facing role is preferred
- Strong team working skills with ability to adjust and re-plan in dynamic and high-paced situations
- Fluent in English both verbally and written

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.

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