Technical Support Engineer

at  Wrtsil

TECHNICAL SUPPORT ENGINEER

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 and Simulation product line 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.
Location for this position is open to Buenos Aires - Argentina

REQUIREMENTS

• Degree in Electrical-, Electronics-, Maritime-, Software Engineering, IT Support or similar field
• 3-5 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 & Simulation Solutions and 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.

• 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.