Field Service Support Administrator

Job Description

Business Unit Parts and Field Service is a global organization with harmonized ways of working and tools to deliver the best possible services for our customers. In our global team we value, respect, and embrace different opinions and diversity. Safety, environment, and wellbeing are our foundation, and we never compromise them.

We are now looking for a Field Service Support Administrator - AMER North to join our team working for a better future.

The position is permanent and hybrid, with the preferred location in Puerto Rico or Guyana.

What You Will Be Doing?

In this role, you will provide administrative and operational support to the AMER North Energy Field Service organization, helping ensure operational efficiency, service delivery excellence, and the effective execution of key business processes, systems, and quality-related activities.

You will work closely with Field Service Team Leaders, Operations Advisors, and Field Service Engineers (FSEs) to support onboarding, training coordination, timesheet administration, reporting, and customer-focused initiatives. You will also contribute to the standardization and continuous improvement of processes across the region.

This position requires strong organizational skills, attention to detail, and the ability to manage multiple priorities while supporting teams across different countries and business functions.

Responsibilities

• Provide administrative and operational support to the AMER North Field Service organization.
• Support Field Service Team Leaders during the onboarding and induction process of new employees, ensuring all required documentation is completed and maintained.
• Coordinate and monitor training requirements for newly hired employees.
• Manage administrative activities, employee records, and related documentation for Field Service teams.
• Administer and monitor corporate credit card accounts for Field Service personnel.
• Support timesheet coordination, validation, and related administrative processes.
• Maintain and distribute customer satisfaction and Service Quality surveys (NPS).
• Follow up with customers and internal stakeholders regarding open WeCare actions.
• Provide administrative support to the Operations Advisor in maintaining quality systems, procedures, and documentation.
• Support Service Readiness Assessment activities and risk analysis meetings.
• Coordinate and distribute the bi-monthly AMER North Field Service Newsletter.
• Support the implementation, standardization, and continuous improvement of operational processes and procedures.
• Assist Field Service Engineers with business systems, reporting tools, and day-to-day troubleshooting activities.
• Support users of Salesforce, SAP, DashPivot, Microsoft Office, and other business applications.
• Create, maintain, and distribute operational reports and business data required by the Field Service organization.
• Provide guidance and basic user training to Field Service Engineers on systems, reports, and business tools.
• Collaborate with teams across multiple countries to ensure administrative and operational alignment.

What It Takes

• Minimum 5 years of administrative, operations support, or business support experience in a similar role.
• Administrative, Business, Technical, or equivalent educational background with relevant professional experience.
• Fluent English, both written and spoken. Professional proficiency in Spanish is highly valued.
• Advanced proficiency in Microsoft Office 365.
• Experience working with Salesforce (CRM), SAP, or similar business systems.
• Experience supporting process implementation, process standardization, or continuous improvement initiatives.
• Strong organizational and administrative skills with excellent attention to detail.
• Ability to manage multiple tasks, projects, and priorities simultaneously.
• Excellent verbal and written communication skills.
• Customer-focused mindset with a commitment to quality and service excellence.

Skills

• Strong multitasking and prioritization capabilities.
• Process-oriented mindset with a focus on consistency and accuracy.
• Problem-solving and troubleshooting skills.
• Strong stakeholder management and collaboration skills.
• Ability to work independently while supporting multiple teams.
• Adaptability in a dynamic and fast-paced environment.
• Passion for supporting people and enabling team success.
• Continuous improvement mindset.
• Analytical thinking and reporting capabilities.
• Strong attention to detail and follow-through.

Preferred Qualifications

• Experience supporting Field Service, Energy, Marine, Industrial Service, or Technical Operations organizations.
• Knowledge of Quality Management Systems and quality-related processes.
• Experience providing user support and training for business systems and applications.
• Experience working in a multicultural and geographically dispersed organization.
• Knowledge of DashPivot reporting tools.

Travel Requirements

In this role, some domestic or international travel may be required. While most activities are performed virtually, travel is expected to be approximately 10% of the time.

Wartsila is committed to Employment Equity, supports diversity in the workplace, and encourages applications from all qualified individuals, including women, members of visible minorities, Indigenous persons, and persons with disabilities.

If you require accommodation during the recruitment process, please let us know, and we will work with you to support your request.

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.