Technical Support Engineer

We are now looking for a Technical Support Engineer to join to the Technical Support Service Team.  This position is permanent, and the preferred location is Belgrade, Serbia, Germany, France, Sweden, Finland, Netherlands, Bulgaria.

Key Responsibilities:

• Follow through customer cases in CRM under priority on a timely fashion with regional focus.
• Provide support via remote connections.
• Remote software deployment.
• Cloud Simulators support, classrooms deployment and maintenance.
• Analyse and troubleshoot issues and liaise with project engineers and/or Technical Account Manager (TAM), RMA dpt or sales for additional information.
• When service on site is required, provide detailed Scope of Work for project engineer, make sure the service is completed, service info and files collected and stored in the database.
• Regional Customer Support Engineer will be able to support project managers and partners.
• Provide support to project engineers/partners during installations timely and actively. Testing/reproducing/confirming issues found during installation and escalating to Experts if needed, providing data, knowledge and solutions.
• Localise and resolve issues and escalate to R&D for resolution control if required.
• Record and communicate back to customers and/or TAM on resolution performed and update the system by writing, editing, and verifying entries into the knowledge base system.
• Follow up with R&D for reported bugs to gather information on patches and bugs fixed.
• Coordinating product operational support with local experts.
• Participate on simulators installations/services to get hands on experience and training on new systems.
• Conducting technical training in person or online to internal engineers or service partners.
• Customer support of partners, their engineers and  
• Ensure compliance to Code of Business Conduct and Quality Management system requirements
• Support projects or other technical jobs if required.
• Track and update records in the Customer Support system.
• Customer portal administration.
• Ensure process complies with the Quality Management system requirements.

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

• Education:  Diploma in Engineering or Computer Technology; Electronical/Electronics Engineering; IT/Networking
• 3+ years' experience in Maritime simulators installations - or IT Services Support environment. IT preferable
• Fluent in written and spoken English
• Excellent communication, Problem Solving, Customer focus, Customer Service, Relationship building, Self- Management, Project Management, Structured and Analytical

Why you and us?

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?

Our team has a real passion about products we develop. We are experts here, some of our team members work on it more than 20 years.

Last application date: 28/02/2025 

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.