Distributor Support Coordinator

Distributor Support Coordinator

Wärtsilä is an innovative technology company known for being a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians - put our hearts and minds into turning Wärtsilä'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 a 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? We are always on the lookout for a talent with a growth mindset – are you the one?

We are looking for a Distributor Support Coordinator (ECDIS and Voyage Data) with a main responsibility in supporting distributors and customers in pre-sales activities, order handling, and operational support related to navigation systems and voyage data products. The preferred location for this position is Ft. Lauderdale or Melbourne, (US). We offer a possibility to hybrid work.

Your role and responsibilities As a Distributor Support Coordinator, your work will include supporting customers and distributors in pre-sales activities, order handling, reporting, and marketing-related support connected to ECDIS and Voyage Data products. In this position, you will report to the Distributor Support & Quality Manager and work as part of a global team with diverse expertise. The tasks can also be adjusted based on your individual skills and interests.

Your work will focus on these responsibilities:

• Maintain day-to-day contact with distributors and other key customers, building strong relationships with key stakeholders through phone, email, and occasional customer visits
• Handle customer inquiries, orders, deliveries, and complaints in a timely and satisfactory manner
• Exchange business information with partners, including opportunities, pipeline, and other relevant updates
• Assist partners in establishing required business enablers such as stock availability, service levels, and training

Further Responsibilities:

• Develop and maintain high levels of customer satisfaction
• Act as the operational main point of contact for assigned partners
• Support Sales in dealing with customer-related matters
• Respond to customer requests and provide relevant information (e.g. product information)
• Update customer account, service, and opportunity information in CRM systems
• Confirm customer purchase orders (POs)
• Meet individual and team performance targets
• Balance capacity and manage priorities within the global team
• Secure process quality and compliance with business governance practices
• Actively contribute to continuous improvement initiatives related to processes, tools, and applications to increase overall performance

To be able to succeed in the position, we expect you to have:

• Good understanding of navigation equipment and applications (ECDIS, Radar, Conning, etc.) and Voyage Data products
• Experience in operational and business processes with end-users, resellers, and distributors
• Fluency in spoken and written English mandatory;
  Spanish and additional languages will be considered advantageous
• Good working knowledge of MS Office and ERP systems; experience with license management applications and CRM is an advantage
• Understanding of regulations and certification related to navigation equipment (advantage)
• Strong work ethic with the ability to work independently and manage priorities
• Team-player mindset with good interpersonal and communication skills
• Openness to new technologies and a fast-changing working environment

In addition, as an ideal candidate you:

• Drive Wärtsilä Purpose and demonstrate Wärtsilä values
• Understand the value of collaboration and benefits it brings
• Are recognized as a leader with ability to build high performing teams based on trust
• Have high integrity, listen with good intention, appreciate feedback and support…