Wärtsilä

Field Service Coordinator – Nairobi, Kenya – Wärtsilä

Position: Field Service Coordinator
Company: Wärtsilä
Location: Nairobi, Kenya
Type of Job: Full-time
Reporting to: Field Service Manager, South & East Africa
Application Deadline: November 15, 2024

About Wärtsilä

Wärtsilä is a global leader in innovative energy solutions, driving the transition towards a fully renewable energy future. With over 74 GW of power plant capacity and more than 80 energy storage systems delivered across 180 countries, Wärtsilä is renowned for enabling sustainable societies through technological innovation and service. At Wärtsilä, we are always looking for forward-thinking talent to help us lead in the fast-evolving energy sector. Are you ready to make a difference?

Role Overview: Field Service Coordinator

As a Field Service Coordinator based in Nairobi, Kenya, you will play a vital role in Wärtsilä’s East Africa Operational Organization. Reporting directly to the Field Service Manager for South & East Africa, you will manage the coordination of field service assignments, ensuring efficient operations that align with Wärtsilä’s business standards and QHSE (Quality, Health, Safety, and Environment) guidelines. This is an exciting opportunity to contribute to Wärtsilä’s mission of transforming the energy landscape while furthering your professional growth.

Key Responsibilities

In this role, you will focus on the following main responsibilities:

Generate and Invoice Orders: Issue orders and invoices in a timely manner to ensure smooth operations.
Generate Purchase Orders: Oversee and manage purchase orders for necessary resources.
Customer Liaison: Act as the primary liaison between Wärtsilä and its customers to address queries and provide support.
Coordinate Job Assignments: Manage assignments from initiation through completion, coordinating with all stakeholders.
Ensure Compliance with Guidelines: Adhere to both business and QHSE guidelines, maintaining high standards of safety and efficiency.
Review and Assign SWRs: Conduct review of Service Work Requests (SWRs) before finalizing assignments to the Field Service Manager.
Conduct Briefings and Debriefings: Facilitate briefings and debriefings to align team members on project status and expectations.
Monitor Daily Reports: Regularly review daily work reports from team leaders to ensure consistency and accountability.
Invoice Status Reporting: Provide status updates on invoicing to the relevant sales personnel or team.

Qualifications and Skills

The ideal candidate will bring a combination of technical expertise and customer-oriented experience. To thrive in this role, you should have:

Educational Qualification: Degree or certification in a related field.
Experience: A minimum of 7 years in service, customer care, and work with 4-stroke engines.
Project Management Skills: Professional project management experience is a strong advantage.
Safety-First Mindset: A commitment to safety protocols and practices.
Customer Service Passion: Strong dedication to providing top-tier customer service.
Financial Acumen: Familiarity with managing costs and invoicing in a customer-facing role.
Organizational Skills: Exceptional ability to organize tasks and maintain a customer-centric approach.
Teamwork and Adaptability: Effective team player with the flexibility to re-prioritize in dynamic work environments.
Communication and Cultural Awareness: Excellent communication skills with a high level of cultural sensitivity and awareness.

Why You’ll Love Working with Us

At Wärtsilä, we believe in empowerment and ownership. We are committed to fostering an environment where employees can take pride in their work, collaborate, and innovate together. We value authenticity, transparency, and diversity, creating an inclusive culture where everyone can be their true selves. Wärtsilä’s collaborative approach encourages the exchange of ideas, learning from mistakes, and taking initiative to seize new opportunities.

Apply Now for the Field Service Coordinator Role

Interested in this position? Submit your application through the Wärtsilä Careers portal by November 15, 2024. Only applications submitted online will be considered. Following your submission, you will receive a confirmation email, and our team will contact shortlisted candidates within 2-3 weeks post-deadline.

For questions, please reach out to the Regional Talent Acquisition Team at careers@wartsila.com.

Expert Tips for a Successful Application to the Field Service Coordinator Role

As a seasoned recruitment expert, here are ten actionable tips to help you craft a successful application for the Field Service Coordinator role:

1. Highlight Relevant Industry Experience and Skills

Tip: Given that Wärtsilä seeks candidates with experience in service, customer care, and 4-stroke engines, ensure your resume and cover letter highlight these areas. Emphasize relevant roles where you coordinated complex tasks, managed orders, or liaised with customers.

Example: In your resume, mention specific roles or projects where you were involved in service coordination, especially in customer-facing roles. Use bullet points to outline achievements, like “Managed service coordination for a major energy project, ensuring 100% on-time delivery for client orders.”

2. Showcase Your Customer Service Skills

Tip: Wärtsilä values a customer-centric approach, so demonstrate your dedication to excellent customer service. Describe how you’ve handled challenging situations or resolved customer issues professionally and efficiently.

Example: In your cover letter, share an example of a time you went above and beyond to satisfy a customer’s needs. For instance: “While managing an ongoing service project, I proactively communicated potential delays, offering solutions that aligned with the customer’s requirements and maintained trust.”

3. Emphasize Your Organizational and Project Management Abilities

Tip: As a Field Service Coordinator, strong organizational skills are essential. Highlight your experience in managing multiple tasks and deadlines. Mention any project management tools (like MS Project or Trello) you are familiar with.

Example: You could state: “Coordinated project schedules, assigned tasks to team members, and tracked project timelines to ensure timely completion,” and mention specific project management methods you employ to stay organized.

4. Demonstrate Familiarity with Safety Protocols

Tip: The job description emphasizes a “safety-first mindset,” so it’s crucial to mention any safety-related experience. If you’ve undergone safety training or implemented safety measures in previous roles, bring these up.

Example: Describe a time you adhered to strict safety guidelines or improved a safety process. For instance, “Implemented a safety protocol that reduced operational risks by 20%.”

5. Adapt Your Language for ATS Compatibility

Tip: To pass an Applicant Tracking System (ATS), ensure your resume uses keywords from the job description, such as ‘service coordination,’ ‘customer care,’ ‘project management,’ and ‘QHSE guidelines.’ Avoid unusual job titles or non-standard terminology.

Example: Use specific phrases like “liaison to customer” or “generate purchase orders” exactly as they appear in the description to boost your ATS score.

6. Provide Concrete Examples of Team Collaboration

Tip: Teamwork and collaboration are critical for this role. Describe your experience in working with diverse teams, especially in a multicultural environment. If you’ve led or coordinated a team, mention it with specific examples.

Example: Write about an instance where you coordinated with different departments to complete a project. For instance, “Worked with the engineering and sales teams to align on project deliverables, resulting in a 15% faster project turnaround.”

7. Explain How You Handle Dynamic and Fast-Paced Environments

Tip: Wärtsilä values adaptability, especially in dynamic situations. Illustrate your ability to adjust and re-plan under pressure, with examples from past positions.

Example: “In a high-pressure role, I adjusted team schedules on short notice to cover unexpected absences, ensuring uninterrupted project progress.”

8. Highlight Cultural Awareness and Sensitivity

Tip: Wärtsilä operates globally and values cultural awareness. Mention any previous experience working with international teams, or how you’ve demonstrated cultural sensitivity in professional settings.

Example: You could say, “While working on a project with clients from different regions, I scheduled meetings to accommodate their time zones and adjusted communication styles based on cultural preferences.”

9. Showcase Your Problem-Solving Abilities

Tip: Problem-solving is essential in a coordinator role. Share examples that demonstrate your ability to anticipate issues and provide solutions proactively.

Example: Discuss a scenario where you solved a problem effectively. For example, “When a technical issue delayed a service order, I quickly liaised with suppliers to expedite a solution, ensuring minimal disruption for the customer.”

10. End with a Strong, Professional Closing Statement in Your Cover Letter

Tip: Conclude your cover letter by expressing your enthusiasm for Wärtsilä’s mission and how you’re committed to contributing to a 100% renewable energy future.

Example: “I am inspired by Wärtsilä’s commitment to innovation in sustainable energy, and I am eager to bring my expertise in service coordination to help drive your mission forward.”