Technical Support Engineer

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Wärtsilä is an innovative technology company known forbeing a forerunner in the Marine and Energy markets. Every day, we – Wärtsilians - put our hearts and minds into turning Wärtsilä's purpose of enabling sustainable societies through innovation in technology and services into reality.

Our ultimate aim isto provide increased value to bothour customers and society. New, game-changing ideas and continuous improvement have been part of our DNA since 1834. Together, we can create new business opportunities and more sustainable future that we can all be proud of.

We want to transition the world towards a decarbonisedand sustainable future.

By pushing the boundaries of engineering and technology, we can make it work. We are always on the lookout for future-oriented talent – want to join the ride?

We are now looking for a Technical Support Engineer to join to the Technical Support Service Team.

This is a fully onsite role based at either our Fort Lauderdale or Melbourne, Florida office.

Key Responsibilities:

• Follow through customer cases in CRM under priority on a timely fashion with regional focus.
• Provide support via remote connections.
• 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.
• 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.
• Customer support of partners, their engineers and
• Ensure compliance to Code of Business Conduct and Quality Management system requirements
• Support projects or other technical jobs if required.
• Track and update records in the Customer Support system.
• Ensure process complies with the Quality Management system requirements.

To be successful in this role, we expect you to have:

• Diploma in Engineering or Computer Technology;
  Electronical/Electronics Engineering; IT/Networking or equivalent experience.
• Preferred: 3+ years of experience in Maritime simulators installations or IT Services Support environment.
• Fluent in written and spoken English.
• Excellent communication, Problem Solving, Customer focus, Customer Service, Relationship building, Self
  - Management, Project Management, Structured and Analytical.
• Ability to work onsite at our Fort Lauderdale or Melbourne office.
• Willingness and ability to travel up to 20% of the time, as needed.

Successful applicants must be authorized to work in the USA without sponsorship.

Individuals hired for positions that require on-site customer interactions and/or in-person travel may be required to be fully vaccinated against COVID-19 or other country-specific vaccinations, unless otherwise prohibited by law.

Wärtsilä North America values our employees. We offer a competitive salary and comprehensive benefits package. Wärtsilä North America is an EOE/AA employer.

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.

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  .