Wartsila is an innovative technology company known for being a forerunner in the Marine and Energy markets. Every day, we – Wartsilians - put our hearts and minds into turning Wartsila'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?
Wartsila Customer Assistance Warranty Services (CAWS) is now looking for an enthusiastic Warranty Expert to join our skilled teams in Shanghai.
CAWS is managing the contractual warranty for delivered projects and installations. CAWS has an overall responsibility to plan strategies and actions within the warranty process, as well as assess the risks on a yearly basis. CAWS is working closely together with all departments in order to provide the best possible assistance for our customers. CAWS is continuously working to ensure a systematic problem-solving process in order provide a prompt resolution of technical problems that could appear during the warranty period.
What will you be doing?
This position reports to the Regional Warranty Manager, China
As a Warranty Expert you will play a pivotal role in developing the process and managing warranty claims, ensuring timely and accurate resolution.
You will review warranty policies and procedures to ensure compliance, while collaborating with internal departments to resolve warranty-related issues.
Duties and Responsibilities:
61 Respond to customer inquiries and resolve warranty-related issues in a timely and professional manner.
61 Maintain accurate and current records of warranty claims and resolutions.
61 Secure, in cooperation with internal stakeholders, that necessary corrective actions are taken.
61 Define/organize/secure needed actions and order replacement parts/manpower to rectify warranty claims in a fast and professional manner with sense of urgency.
61 Handle the operative purchase for Customer Assistance Warranty Service in case the parts cannot be reclaimed.
61 Assess the vendor claim case, utilize the internal network to collect relevant information needed for a successful supplier re-claiming.
61 For vendor credit make the needed settlement rule to secure that credits are correctly allocated to the affected installations
61 Support JVs for all warranty related issue.
61 Monitor that sufficient warranty provisions are in place.
61 Minimise down-time for Wartsila customers and secure a cost-effective way of working.
61 Ensure that warranty policies are applied, the warranty terms of contract are followed.
61 Escalate technical/financial issues in timely manner.
61 Focus on achieving results, together.
61 Active claim follow-up with customer.
61 Follow Wartsila business ethics and rules.
61 Other tasks assigned by LM.
As an ideal candidate, we expect you to have:
61 A suitable degree such as technical engineering B.Sc. 3 years relevant work experience.
61 Excellent collaboration skills and the ability to work effectively with diverse groups of people.
61 Knowledge of marine systems will be considered an advantage.
61 Experience of working in SAP, Salesforce, Power BI, and Learning Management Systems will be considered an advantage.
61 Proficiency in commonly used MS software and a positive attitude towards learning and utilizing new tools.
61 Service-oriented mindset and a drive for customer satisfaction.
61 Proactive, solution-oriented, and resourceful approach to problem-solving, along with eagerness to tackle occasional complex and challenging assignments outside of daily routine tasks.
61 Strong communication skills and ability to provide timely and accurate information.
61 Attention to detail and a structured approach to work.
61 Ability to work under pressure and prioritize tasks effectively.
61 Proficient English/Mandarin language skills, both verbal and written.
61 Ability to quickly/actively learn, strong sense of teamwork, resilience.
61 Accept occasional domestic and international business trips.
At Wartsila 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.
This is Wartsila
Wartsila is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 17,800 professionals, in more than 280 locations in 79 countries, shape the decarbonisation transformation of our industries across the globe.