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?

A safer, low-carbon shipping industry is underpinned by data sharing. We at Wärtsilä Voyage are creating the digital infrastructure needed to enable high-performing maritime logistics – for the safe movement of goods and people. Through our world-leading Smart Marine portfolio, we support our customers in their efforts to ensure secure, highly energy-efficient and cost-effective marine operations.
Wärtsilä is on a mission to enable sustainable societies through innovation in technology and services. As we change course towards a cleaner, smarter maritime future, we’re looking for top talent to join our team. Are you ready to join the Voyage?

Technical Support Engineer, Technical Support is an engineering role within Ports Optimization Customer Support organization with a focus on providing customers with support globally through the lifecycle starting from site acceptance test.

The Technical Support Engineer serves our global external and internal customer base by delivering technical services and product expertise with a customer-centric mindset.

He/she handles customer requests in a timely manner and independently sets priorities to meet agreed SLAs (if applicable) and internal KPIs to resolve requests and deliver technical services to the customer's satisfaction.

The Technical Support Engineer usually works 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, the Technical Support Engineer recommends scope of work, replacement parts, and estimated labor required for the project engineer or technical support engineer to go onsite. When expert level knowledge is required to carry out a field service Job, the 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.

The Job requires regular shift work and/or on-call duty outside of regular oﬃce hours.

Main Responsibilities:

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.

Requirements for the position:

Degree in Electrical-, Electronics-, Maritime-, Software Engineering, IT Support or similar ﬁeld
5 plus 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
Ports optimisation products knowledge is advantage.
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.

What we oﬀer?

You will be a part of a global organization with local presence and work in an exciting and dynamic working environment with highly motivated and skilled co-workers. We oﬀer interesting and challenging work tasks, as well as personal and professional development in a great team. If you feel excited by being a part of this working environment and think your personal skills and qualities match the job requirements, we look forward to receiving your job application.

Please apply by 15th of December 2024 by submitting your CV together with a cover letter written in English to Wärtsilä’s career portal. Applications through email will not be recorded or responded to.

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

Contact persons to give further information:

Iliya Iliev, Manager, Technical Support, Ports Optimization iliya.iliev@wartsila.com tel: +358 10 7095099

Last application date: 15.12.2024

Job Location : Goregaon, Mumbai

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.

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