Technical Support Engineer

Wärtsilä is a world leader in marine technology and leading the industry's transformation towards a decarbonised and sustainable future. With the world’s widest portfolio and service network, we – Wärtsilians - deliver efficient, safe and sustainable integrated products and solutions to enhance the business of our customers. The opportunities presented through digitalisation and new technologies are offering a new era of shipping. Did you know that shipping is the world’s most efficient mode of transportation and that approximately 80% of world trade is carried by sea?

We want 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 and to work towards enabling sustainable societies through innovation in technology and services - together. Are you ready to jump onboard?

We are now looking for a 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 Helsinki, Turku or Vaasa, Finland, Fareham, UK, Valbonne, France or Buenos Aires, Argentina. 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 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, you may take the job yourself. When new products or solutions are developed and launched, you will work closely with the internal and external stakeholders to ensure successful warranty period for installations with these products. You will not be working on this alone, even though the work requires a high level of independence, as you will have support from colleagues in the team and organisation.
 

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

• Close stakeholder collaboration and relationship management.
• Taking initiative to propose improved Way of Working. 
• Ensuring correct customer case handling processes are followed.
• Remote and preventive maintenance.
• Remote software deployment, customer data analysis and customer portal administration. 
• Project management during warranty period.
• Ensure fast end-to-end processing of warranty claims.
• 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.

Technical Support Engineer reports to Manager, Technical Support in Ports Optimisation 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.
• Knowledge within Port systems and equipment is a strong advantage
• Excellent communication skills (both oral and written) with customers and external + internal partners.
• Experience in customer services or customer support and a strong customer focus with proven customer satisfaction. 
• Relationship building - collaborative.
• Self-management - effective coordination, prioritization & cascading of information.
• Project Management Skills
• Flexibility and ability to travel occasionally.
• Fluent in written and spoken English, other languages considered as benefit.
• Proactive and positive attitude.

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.

Welcome to join us in shaping the decarbonisation of marine and energy!
 

Last application date: 17/12/2024 

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. 

All new Wärtsilä employees in Finland will attend occupational health check, including the drug test/screening. The legislation of the country followed when person is located outside of Finland.

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.