Technical Support Engineer
The Technical Support Engineer is a key role within the Ports Optimization Customer Support organization, reporting to the area manager. The position focuses on providing global customer support throughout the product lifecycle, starting from site acceptance testing. The role involves delivering technical services and product expertise with a customer-centric approach.
This position requires regular shift work and/or on-call duties outside of standard office hours, including weekends. The location is Fareham, United Kingdom. The engineer handles customer requests promptly, sets priorities independently to meet SLAs and internal KPIs, and ensures customer satisfaction through effective resolution of technical issues.
The engineer primarily works from the office to troubleshoot and resolve technical and operational problems, guiding customers or establishing remote connections to resolve issues. When onsite field service is necessary, the engineer recommends scope, parts, and labor estimates, and may perform the job when expert knowledge is required. The role also involves supporting new product launches, working closely with stakeholders to ensure successful warranty periods for installations.
Main Responsibilities
* Remote maintenance and software deployment
* Preventive maintenance and customer data analysis
* Project management during warranty periods
* Processing warranty claims efficiently
* Managing customer portal and warranty communication
* Coordinating actions, parts, and manpower for warranty claims
* Ensuring warranty data quality and minimizing costs
* Escalating technical and financial issues timely
* Proactive warranty claim follow-up
* Applying warranty policies
* Collaborating effectively within teams
Qualifications
* Degree in Electrical, Electronics, Maritime, Software Engineering, IT Support, or related fields
* Over 5 years' experience in maritime or IT support environments
* Excellent communication skills in English; additional languages are a plus
* Customer-focused with strong relationship-building skills
* Effective self-management and project management skills
* Knowledge of ports optimization solutions is advantageous
* Willingness to travel occasionally
* Proactive, positive attitude
What We Offer
Join a global organization with a local presence, working in a dynamic environment with motivated colleagues. We provide challenging tasks and opportunities for personal and professional growth. If you are excited about this environment and believe your skills match the requirements, we look forward to your application. Please submit your CV and cover letter in English via Wärtsilä's career portal. Applicants must be authorized to work in the specified location without sponsorship.
Wärtsilä is a leader in innovative technologies for marine and energy markets, with over 18,300 professionals across 77 countries, shaping industry decarbonization. Learn more at www.wartsila.com.
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