Simulation Support Lead

Wärtsilä is leading the maritime industry’s transformation towards a decarbonised and sustainable future. We at Wärtsilä Marine Power are proud to offer our customers the world’s widest network of maritime expertise and a full portfolio from engines to lifecycle solutions.

We aim to change the course towards an interconnected and cleaner maritime future and are constantly on the lookout for future-oriented talent to join our team. Together, we work towards enabling sustainable societies through innovation in technology and services. Are you ready to jump onboard?

We are actively seeking a proactive and experienced Simulation Support Lead to lead a team of Technical Support Engineers, driving the successful support of maritime simulation projects across all regions in the world. This is a permanent role based in Belgrade, Serbia. Company-wide communications are in English, and we strive to use only English for written technical communication.

What you will be doing:

Team Leadership and Management:

- Lead, mentor, and manage a team of Technical Support Engineers, fostering a culture of excellence, collaboration, and continuous learning.

- Allocate resources effectively to ensure timely and high-quality support across all global regions.

- Oversee the day-to-day operations of the Customer Support department, including management of budget, inventory, and manpower resources.

- Ensure the achievement and maintenance of agreed customer service levels and standards, taking ownership of customers’ issues and resolving them through local and regional resources.

- Review and deploy strategies to ensure that customers are supported in a timely and effective manner.

- Collect and analyse statistics, compile accurate reports to monitor monthly performance indicators, assess results, and undertake improvement actions when necessary.

- Build strong relationships with internal and external business partners.

- Recruit, guide, and develop the Customer Support team.

Customer and Stakeholder Engagement:

- Build and maintain strong relationships with project sponsors, customers, and stakeholders to ensure alignment with project and support objectives.

- Act as the escalation point for critical technical issues, ensuring prompt resolution and customer satisfaction.

- Assist in building strong relationships with partners and third-party agents, ensuring maintenance of those relationships and delivery of quality service on behalf of Wärtsilä Voyage Solutions.

Process Improvement and Strategy:

- Develop and implement strategies to enhance support processes, increase efficiency, and reduce downtime.

- Drive improvements and modernization of the simulation customer support by actively challenging methods and tools used to serve our customers in the best possible and most efficient way.

- Analyse support metrics and customer feedback to identify areas for improvement and drive service excellence.

To be successful in this role, we expect you to have:

- Higher technical education; BSc (Hons) or above.

- Technical apprenticeship and/or relevant BS degree and/or applicable IT/Electronics certification.

- Proven experience in technical support, team management, or a related role, preferably in the maritime or simulation industry.

- Proficiency in spoken and written English, including technical English.

- Knowledge of MS Windows, MS Office, IT hardware, and tools.

- 5+ years’ experience in a Customer Support role in a systems integration environment.

- Maritime background is an advantage.

- Physical ability to cope with allocated work and travel up to 25% of the time.

- Strong interpersonal skills – verbal and written.

- Proactive, self-starter able to lead without a lot of oversight or direction.

- Strong leadership skills with the ability to inspire and guide a diverse, global team.

- Excellent communication and interpersonal skills to effectively engage with stakeholders at all levels.

- Advanced problem-solving abilities with a proactive, customer-focused mindset.

How to apply:

Submit your application before the deadline through our Careers portal. Applications through email will not be considered. After submitting your application, you’ll receive a confirmation email. We try our best to get back to everyone within 2-3 weeks after the application deadline. In case of any questions, reach out to our Regional Talent Acquisition Team at careers@wartsila.com.

Last application date: 10/12/2024 

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.