Senior Technical Support Engineer

2 weeks ago

Fareham, Hampshire, United Kingdom Wärtsilä Corporation Full time

The Technical Support Engineer, Technical Support is an engineering role within the Ports Optimization Customer Support organization, reporting to the manager of the area, with a focus on providing customers with support globally through the lifecycle starting from site acceptance test. This role serves our global external and internal customer base by delivering technical services and product expertise with a customer-centric mindset. The job requires regular shift work and/or on-call duty outside of regular office hours, including weekends. The location for this position is open to Belgrade, Serbia and Fareham, United Kingdom.

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 the 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 support and ensure a successful warranty period for installations with these products.

Main Responsibilities:

  1. Project management during warranty period.
  2. Ensure fast end-to-end processing of warranty claims.
  3. Be the main customer interface for warranty related matters and communication for assigned installations.
  4. 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.
  5. Ensure warranty data quality for products/projects.
  6. Minimize warranty and failure costs for Wärtsilä and downtime for customers, warranty project.
  7. Projects profitability will be a performance indicator.
  8. Escalate technical/financial issues in a timely manner.
  9. Proactive claim follow-up with customer.
  10. Ensure that warranty policies are applied.
  11. Focus on achieving results as a team.

Requirements:

  1. Degree in Electrical, Electronics, Maritime, Software Engineering, IT Support or similar field.
  2. 5 plus years' experience in Maritime or IT Services/Support environment.
  3. Excellent communication skills (both oral and written) with customers and external + internal partners.
  4. Customer focus - puts customer first.
  5. Self-management - effective coordination, prioritization & cascading of information.
  6. Ports optimization solutions and products knowledge is an advantage.
  7. Experience in customer services or customer support.
  8. Flexibility and ability to travel occasionally.
  9. Fluent in written and spoken English, other languages considered as a benefit.
  10. 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 about 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 submitting your CV together with a cover letter written in English to Wärtsilä's career portal. Successful applicants must be authorized to work in the above-mentioned locations without company sponsorship.

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.

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 18,300 professionals, in more than 230 locations in 77 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.

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