Technical Support Engineer

Wartsila

Mumbai

3-8 Years

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Posted a month ago
Over 300 applicants

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Job Description

Delivery of projects and associated revenue(net sales)
Close collaboration with other simulation functions and organizational groups
Technical support of sales with opportunities
Follow through customer cases in CRM under priority on a timely fashion with regional focus.
Provide support via remote connections.
Remote software deployment.
Cloud Simulators support, classrooms deployment and maintenance.
Analyse and troubleshoot issues and liaise with project engineers and/or Technical Account Manager (TAM), RMA dpt or sales for additional information.
When service on site is required, provide detailed Scope of Work for project engineer, make sure the service is completed, service info and files collected and stored in the database.
Regional Customer Support Engineer will be able to support project managers and partners.
Provide support to project engineers/partners during installations timely and actively.
Testing/reproducing/confirming issues found during installation and escalating to Experts if needed, providing data, knowledge and solutions.
Localise and resolve issues and escalate to RD for resolution control if required.
Record and communicate back to customers and/or TAM on resolution performed and update the system by writing, editing, and verifying entries into the knowledge base system.
Customer support of partners, their engineers and ensure compliance to Code of Business Conduct and Quality Management system requirements
Follow up with RD for reported bugs to gather information on patches and bugs fixed.
Coordinating product operational support with local experts.
Participate on simulators installations/services to get hands on experience and training on new systems.
Conducting technical training in person or online to internal engineers or service partners.
Support projects or other technical jobs if required.
Track and update records in the Customer Support system.
Customer portal administration.
Ensure process complies with the Quality Management system requirements.
Education:
Engineering degree in Electronics/Computer Science/IT with 3+ years of relevant experience
Fluency in written and spoken English
Other Skills:
Technical account management
Customer and partner support
Excellent communication
Problem Solving
Customer focus Customer Service
Customer satisfaction
Reporting, data management
Relationship building
Self- Management
Project Management
Structured and Analytical mindset

More Info

Job Type:

Permanent Job

Industry:

Machinery Manufacturing

Role:

Customer Service /Tech Support

Function:

Manufacturing/Engineering/R&D

Employment Type:

Full time

Open to candidates from:

Indian

About Company

Wartsila

We enable sustainable societies through innovation in technology and services together with all our stakeholders – today and tomorrow. We emphasise innovation in sustainable technology and services to help our customers continuously improve environmental and economic performance. We work together with our strong ecosystem of partners every day, providing a wide portfolio of leading technologies and innovative solutions that offer our customers superior uptime, reliability and foreseeable lifecycle costs across their operations. Our global passionate team of 17,500 energy and maritime experts in 200 locations in more than 70 countries is committed to shaping decarbonisation transformation of our industries across the globe.

Job ID: 120776561

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