Technical Support Engineer

Key Responsibilities:

• Perform remote maintenance and preventive maintenance for customer installations.
• Execute remote software deployment and updates.
• Analyze customer data for improved operational insights.
• Manage warranty-related projects, ensuring timely and efficient execution.
• Ensure fast end-to-end processing of warranty claims.
• Administer and maintain the Customer Portal.
• Act as the main customer interface for all warranty-related communication for assigned installations.
• Define, organize, and coordinate required actions—including ordering of replacement parts and arranging manpower to resolve warranty claims professionally and quickly.
• Participate in the reclaim process towards vendors.
• Ensure data quality of warranty information for products/projects.
• Minimize warranty and failure costs for Wärtsilä and reduce customer downtime.
• Monitor project profitability as a performance indicator.
• Escalate technical and financial issues in a timely and responsible manner.
• Follow-up on claims proactively and maintain strong customer communication.
• Ensure compliance with warranty policies.
• Promote a collaborative team environment to achieve shared goals.
• Uphold Wärtsiläs business ethics and compliance rules.

Requirements:

• Degree in Electrical, Electronics, Maritime, Software Engineering, IT Support, or related field.
• Minimum 5 years experience in Maritime or IT Services/Support environment.
• Strong communication skills—both verbal and written—across customer, internal, and external stakeholders.
• Strong customer focus with the ability to prioritize customer satisfaction.
• Demonstrated relationship-building and collaborative mindset.
• Effective self-management and prioritization skills.
• Proven Project Management capabilities.
• Knowledge of Ports Optimization Products is an advantage.
• Experience in Customer Service or Support roles preferred.
• Flexibility to travel occasionally as required.
• Fluent English (spoken and written); additional languages are a plus.
• Proactive, positive attitude, and strong problem-solving mindset.