Wärtsilä Energy leads the transition towards a 100% renewable energy future. We help our partners to accelerate their decarbonisation journeys through our market-leading technologies and power system modelling expertise. These cover decarbonisation services, future-fuel enabled balancing power plants, hybrid solutions, energy storage and optimisation technology, including the GEMS Digital Energy Platform.
Did you know Wärtsilä has delivered 79 GW of power plant capacity and more 125 energy storage installations in 180 countries around the world?
In this fast changing world of energy, we are constantly on the lookout for future-oriented talent to join our team and to work towards enabling sustainable societies through innovation in technology and services - together. Want to join the ride?
General Purpose of the role:
Technical Support Engineer -SIM is an engineering role within Simulation product line Customer Support organization with a focus on providing customers with support remotely and through Customer portal or email. He /She represents the Wartsila Customer Support team to ensure our customers receive high quality services. The Customer Support Engineer serves our global customer base focusing on region by providing customer support services and product expertise with a customer-centric mindset.
Main responsibilities:
·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 R&D 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 R&D 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
Job Location: Goregaon, Mumbai
Last application date: 11.02.2025
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.
This is Wärtsilä
Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 17,800 professionals, in more than 280 locations in 79 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.