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Primary Location: 

United Kingdom - Poole, GB

Function:  Service Delivery
Job Category:  Engineering

Technical Customer Support Engineer


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 the full portfolio from engines to lifecycle solutions.  

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 with smart technology - together. Are you ready to jump onboard? 


Wärtsilä’s Water and Waste business line (WAW) is at the core of Wärtsilä’s smart marine strategy and fulfilling the company purpose by providing state-of-art technology to marine customers, who need to have their vessels operated beyond compliance.  WAW is supplying the customer advanced waste management solutions to secure maximised energy efficiency and minimised discharge.  Additionally, WAW is the market leader in fresh water generation systems for cruise vessels.


As a Technical Customer Support Engineer, you will be an integral part of our Services team in delivering and developing world class technical support across our customer base.


While the position is predominantly an office based position, the successful candidate may periodically be required to travel globally for training or to attend meetings. Our office is based in Poole, Dorset and the ideal candidate would be located close by, however we are flexible in terms of you location.



What will you be doing 


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


  • Key point of contact for all incoming technical and operational queries and problems across our product lines.
  • Provide proactive responses to our customers.
  • Support warranty claim resolution in accordance with our Company procedures.
  • Manage the fundamental administration of our service calls and orders to ensure that the correct data is stored, the correct action is applied, costs effectively monitored and team members are tracked and supported on specified jobs.
  • Manage and appraise service engineer reports to quality, follow up actions implements and identify further business opportunity and action accordingly.
  • Compile summary reports of the Service department activities and identify challenges.
  • Support team members and provide coaching and training when appropriate.
  • Provide emergency out of hours cover when required.
  • At all times represent the Company’s interests while interacting with the customer.
  • Participate and actively contribute to continuous improvements activities.



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


  • A proven background within an electro-mechanical engineering environment.
  • Excellent troubling shooting, analysis and problem-solving skills.
  • Must have a sound and full understanding with the ability to follow P&ID drawings, process flow drawings and complex electrical drawings.
  • A formal qualification within marine engineering e.g. HNC or HND level or NVQ3.
  • Pro-active and independent individual with a team player attitude.
  • Practical problem solver with the ability to display a systematic approach to evaluation and resolution.
  • Excellent communicator both written and verbal.
  • Valid passport and driving licence.
  • Willingness to travel abroad for bewteen 1-2 weeks, but could be longer.
  • Sound knowledge of the Marine industry is desired.
  • A working knowledge and understanding of ERP systems such as SAP or a CRM system would be a distinct advantage.
  • Fluent in English, written and verbal.


Why you and us? 


We have an amazing team and a clear purpose to exist. We are passionate about the work we do and hope to find a colleague with a shared passion for smart technologies and a sustainable future.


All our employees are encouraged to utilise the variety of training activities, learning solutions and self-study materials that we have to offer which supports the opportunity to further develop your talents and competencies within a very global working environment, in an ambitious and growth orientated organisation. 


Contact & next steps 


We hope to hear from you before the application deadline 24 January 2021, through submitting your application through our careers portal. We aim to keep you updated on the process all the way.



Please apply by 24 January 2021 at 23:59 EEST.


Our recruiting tool recognizes the time zone where the job ad has been published and closes the application period according to same time zone. 


Wärtsilä Marine Power leads the industry in its journey towards a decarbonised and sustainable future. Our portfolio of engines, propulsion systems, hybrid technology, and integrated powertrain systems deliver the reliability, safety, and environmental performance that Wärtsilä’s Smart Marine vision encompasses. We offer our customers performance-based agreements, lifecycle solutions, and an unrivalled global network of maritime expertise. www.wartsila.com/marine.