Senior Technical Support Engineer

We are now looking for a Senior Technical Support Engineer to join our competent Port Optimization Technical Support team, working for a better future. 

The location for the position is open to Belgrade Serbia. We offer a possibility of hybrid work.

What you will be doing 

In this position, you will usually work from the office to troubleshoot and resolve technical and operational problems of the customer by guiding the customer or establishing a remote connection to the faulty system to resolve the issue.

When field service is required, you as the Senior Technical Support Engineer recommends scope of work, replacement parts, and estimated labour required for the project engineer or technical support engineer to go on-site. When expert level knowledge is required to carry out a field service job, the Senior Technical Support Engineer may take the job himself/herself. When new products or solutions are developed and launched, he/she works closely with the internal and external stakeholders to ensure successful warranty period for installations with these products.

For us to be the best match, we expect you to have an understanding and experience from working with Ports systems and equipment. As an ideal candidate, you have gained experience from the Maritime industry and have a degree from a relevant field. For you to succeed in the position, we hope you to have excellent communication skills and self-management competences and have a customer focus. 

This position requires regular shift work and/or on-call duty outside of regular office hours. In this role, some travel is required to meet with our customers around the world. Thus, we hope you to be ready to travel approximately 20%, even though most of the tasks can be done virtually.

As Senior Technical Support Engineer, your work will focus on these responsibilities: 

• Supporting and leading Technical Support Team operational improvement programs and initiatives.

• Close stakeholder collaboration and relationship management.

• Mentoring, training and knowledge sharing other team members.

• Involved in the strategic planning and execution of agreed action plans to achieve the set KPIs.

• Undertaking responsibility of managing more complex projects.

• Solving him/herself and providing guidance to other team members in the resolution of more demanding customer requests.

• Taking initiative to propose improved WoW.

• Proactive support to line manager to update and follow of team shift schedule.

• Ensuring correct customer case handling processes are followed.

• Remote maintenance.

• Preventive maintenance.

• Remote software deployment.

• Customer data analysis.

• Project management during warranty period.

• Ensure fast end-to-end processing of warranty claims.

• Customer portal administration

• Be the main customer interface for warranty related matters and communication for assigned installations.

• Define/organize/secure needed actions and order replacement parts / manpower to rectify warranty claims in a fast and professional manner, including participating in the re-claiming process towards vendors.

• Ensure Warranty data quality for products/projects.

• Minimize warranty and failure costs for Wärtsilä and down-time for customers, warranty project.

• Projects profitability will be a performance indicator.

• Escalate technical/financial issues in timely manner.

• Proactive claim follow-up with customer.

• Ensure that warranty policies are applied.

• Focus on achieving results as a team.

• Follow Wärtsilä business ethics and rules.

Senior Technical Support Engineer reports to Manager, Technical Support in Ports Optimization Customer Support organization.

You will shine in this role, when you have 

• Degree in Electrical-, Electronics-, Maritime-, Software Engineering, IT Support or similar field

• 5+ years' experience in Maritime- or IT Services / Support environment.

• Excellent communication skills (both oral and written) with customers and external + internal partners.

• Customer focus - puts customer first.

• Relationship building - collaborative.

• Self-management - effective coordination, prioritization & cascading of information.

• Project Management Skills

• In-depth ports optimization solutions and products knowledge.

• Experience in customer services or customer support.

• Flexibility and ability to travel occasionally.

• Fluent in written and spoken English, other languages considered as benefit.

• Proactive and positive attitude.

• On-site system maintenance experience.

• Proven customer satisfaction

Why you and us? 

We at Wärtsilä believe in empowerment, ownership and taking responsibility of our work. We support each other’s growth, and co-creation is the true basis of our innovation. We have courage to see opportunities and take initiative. 

We are authentic and honest, and we strongly believe in that by being your own true self you can accomplish so much more. We don’t always get it right the first time, and if mistakes are made, we make sure to learn and grow from them. We want everyone to voice their opinions freely. That is why we have built an environment that empowers you and everyone around you, and where you can feel safe and cared for. Are you eager to be part of this ambition? 

We have an amazing team and we are excited about our work and the impact it has on building sustainable societies. We are looking to find a colleague with this shared passion for smart technologies and a sustainable future. 

Contact & next steps 

We hope to hear from you soon, by submitting your application with a cover letter through our careers portal. We aim to keep you updated on the process throughout.

For further questions please reach out to Iliya Iliev, Manager, Technical Support Port Optimisation through iliya.iliev@wartsila.com  with any questions related to this position (only for questions from direct job applicants, applications through email will not be recorded or responded to). 

Successful applicants must be authorized to work in the locations mentioned above without company sponsorship.

Last application date: 05/03/2025 

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. 

This is Wärtsilä 

Wärtsilä 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. Read more on www.wartsila.com.