Senior Warranty Expert - Americas

Wartsila is leading the maritime industry’s transformation toward a decarbonized and sustainable future. At Wartsila Marine, we are proud to offer our customers the world’s most comprehensive network of marine expertise, from engines to full lifecycle solutions. Together, we are shaping an interconnected and cleaner maritime future.

 

We are now looking for a Senior Warranty Expert to join our team working for a better future.

 

The position is permanent, and the preferred location is Fort Lauderdale, USA, or Panama City, Panama.

 

The role follows a hybrid working model, with an expectation to work from the office two days per week.

 

What You Will Be Doing?

 

As a Senior Warranty Expert, you will act as the primary point of contact for customers across the Americas, taking ownership of warranty claims from initial notification through final resolution. This role combines technical expertise with customer relationship management, requiring you to coordinate multiple stakeholders, navigate complex technical challenges, and drive timely solutions that minimize customer downtime.

 

Reporting to the Regional Warranty Manager, you will work closely with customers, shipyards, service teams, engineers, suppliers, and internal stakeholders across a global warranty organization. The role supports a broad portfolio of marine technologies, including engines, propulsion systems, LNG applications, and vessel modification projects. You will be responsible for balancing technical problem-solving with customer expectations while managing multiple cases in a fast-paced environment.

 

Responsibilities:
 

• Own end-to-end warranty claim management for assigned installations.
• Act as the main customer interface for all warranty-related matters.
• Analyze technical issues and coordinate resolution activities with internal and external stakeholders.
• Ensure corrective actions, replacement parts, and required resources are delivered efficiently and professionally.
• Follow contractual terms, warranty policies, and internal processes to ensure compliant claim handling.
• Proactively communicate with customers and provide regular claim status updates.
• Escalate technical, operational, or financial risks when appropriate.
• Minimize customer downtime through effective coordination and decision-making.
• Maintain accurate documentation and data within warranty management systems.
• Coach and support less experienced team members.
• Contribute to continuous improvement initiatives, tools, and warranty processes.
• Manage multiple concurrent cases while maintaining a high level of customer service.

 

 

Required Qualifications:

 

Education:

 

• Bachelor's degree in Engineering or a related technical field.

 

Experience:

 

• 5+ years of experience in warranty management, technical service, after-sales support, customer operations, or a similar environment.
• Experience managing technically complex customer cases and coordinating multiple stakeholders.
• Experience working directly with customers in a service-oriented environment.

 

Skills:
 

• Strong technical understanding of marine equipment, engines, propulsion systems, or comparable industrial products.
• Excellent communication and customer relationship management skills.
• Strong prioritization, organization, and problem-solving capabilities.
• Ability to manage multiple activities simultaneously in a dynamic environment.
• Strong collaboration and stakeholder management skills.
• Experience working with SAP, Salesforce, or similar ERP/CRM systems.
• Proficiency in Microsoft Office applications.
   

Other Requirements:
 

• Professional fluency in English and Spanish.
• Ability to work effectively under pressure and respond to urgent customer situations when required.

 

Preferred Qualifications:
 

• Experience within the marine, maritime, shipbuilding, or marine service industry.
• Knowledge of newbuild warranty operations or vessel modifications.
• Port