Wärtsilä is leading the transition towards a 100% renewable energy future. We Wärtsilians help our customers unlock the value of energy transition by optimizing their energy systems and future-proofing their assets. Did you know Wärtsilä has delivered 73 GW of power plant capacity in 180 countries around the world, including 80 energy storage systems?
In this era of innovation and fast changing world of energy, we are constantly on the lookout for high performing, future-oriented talent to join our team and to work towards enabling sustainable societies with smart technology - together. Are you ready to take the next step?
About the role
We’re looking for a Manager, Technical Service to lead a customer‑facing technical support team, ensuring high‑quality service delivery and customer satisfaction. You’ll plan and steer day‑to‑day operations, develop people and capabilities, and drive continuous improvement across processes, tools, and ways of working.
Key Accountabilities
Manages technical customer service teams and activities within a product area, planning activities, setting objectives, monitoring performance, and ensuring alignment with service delivery standards and customer expectations. Implements and ensures adherence to service strategies, policies, guidelines, processes and operational plans to enhance overall service quality and efficiency. Drives the development and optimization of service solutions, ensuring alignment with customer needs and business objectives. Manages, allocates and prioritizes the use of technical customer service resources. Maintains and develops technical customer service capabiliites, being responsible for the recruitment and development of personnel and maintaining technical expertise and implementing technical training to ensure team capabilities. Manages key customer relationships, acting as the primary point of contact for technical service inquiries, complaints and escalations. Coordinates with cross-functional teams to resolve complex technical issues and improve customer service processes, maintaining positive partnership in service-related matters. Champions customer-centric culture and employee engagement within the technical customer service operations. Promotes a culture of continuous improvement, leveraging new technologies, methods, data and feedback to optimize service delivery and customer experience. Ensures compliance with industry regulations and company policies within the technical customer service domain.
Required Expereince
10+ years experience in related field Bachelor’s degree in engineering, technical discipline Electrical & Automation experience Possesses in-depth knowledge of technical customer service principles and practices as well as the required technical knowledge Proven experience leading technical customer service or field service operations in an industrial/technology environment. Strong knowledge of service delivery processes and escalation management; track record improving quality, efficiency, and customer satisfaction. People leadership: goal‑setting, coaching, performance management, and capability building. Effective cross‑functional collaboration and stakeholder communication (customers and internal partners). Continuous improvement mindset; comfortable leveraging data and modern service technologies., or equivalent experience preferred
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.
Please note that according to Wärtsilä policy, voluntary consent for a security check may be required from candidates being considered for this position, depending on the applicable country.
This is Wärtsilä
Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 18,300 professionals, in more than 230 locations in 77 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.