Warranty Expert, Technical Support

Wärtsilä is an innovative technology company known for being 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 is to provide increased value to both our 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 decarbonised and 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?

Voyage Services Port Optimization and Simulation product line services a complex network of port operators, authorities, and coastguards. Our customers are increasingly interested in innovative solutions that help optimise operations, promote efficiency and reduce logistics costs. Our portfolio offers these solutions and includes Vessel Traffic Services (VTS), Port Management Informa on Systems (PMIS), Port Community System (PCS) and Simulation Solutions.

We are seeking a Warranty Expert, Technical Support to join our team. In a Warranty Expert, Technical Support engineering role we are working within the Ports Optimization and Simulation product line Customer Support organisation. It focuses on providing customers with global support throughout the lifecycle, starting from the site acceptance test. The Warranty Expert serves the global external and internal customer base by delivering warranty services during the installation warranty period. 

The Warranty Expert usually works from the office to troubleshoot and resolve technical and operational problems of the customer by communicating with the customer, internal stakeholders, external equipment suppliers, and the procurement team to resolve the issue. 

When field service is required, the Warranty Expert recommends the scope of work, replacement parts, and estimated labour required for the project engineer or technical support engineer to go onsite. When new products or solutions are developed and launched, he/she works closely with the internal and external stakeholders to ensure a successful warranty period for installations with these products. 

Position information:

The Job may require regular shift work and/or on-call duty outside of office hours. 

This position's location is primarily open to Helsinki, Finland, or any other major Wärtsilä Voyage Services office in Europe or Asia. 
 
Main Responsibilities:

• Project management during the warranty period
• Ensure fast end-to-end processing of warranty claims
• Customer portal administration
• Be the main customer interface for warranty-related matters and communication for assigned installations
• Define/organise/secure needed actions and order replacement parts/manpower to rectify warranty claims in a fast and professional manner, including participating in the re-claiming process towards vendors
• Ensure Warranty data quality for products/projects
• Minimize warranty and failure costs for Wärtsilä and downtime for customers, and warranty projects
• Profitability will be a performance indicator for Warranty Expert
• Escalate technical/financial issues in a timely manner
• Proactive claim follow-up with the customer 
• Ensure that warranty policies are applied
• Focus on achieving results as a team
• Follow Wärtsilä business ethics and rules

Requirements for this role:

• Degree in Electrical-, Electronics-, Maritime-, Software Engineering, IT Support or similar field 
• 3-5 years experience in Maritime- or IT Services / Support environment
• Excellent communication skills (both oral and written) with customers and external + internal partners
• Customer focus – puts customer first
• Relationship building – collaborative
• Self-management – effective coordination, prioritization & cascading of information
• Project Management Skills
• Ports & Simulation Solutions and products knowledge is an advantage
• Experience in customer services or customer support
• Flexibility and ability to travel occasionally
• Fluent in written and spoken English, other languages considered as benefit
• Proactive and positive attitude

 
What do we offer?

You will be part of a global organization with a local presence and work in an exciting and dynamic environment with highly motivated and skilled co-workers. We offer interesting and challenging work tasks, as well as personal and professional development in a great team. If you feel excited about being a part of this working environment and think your personal skills and qualities match the job requirements, we look forward to receiving your job application.

Why you and us?

You are valuated – as your true self. At Wärtsilä YOU matter. We value diversity and are committed to supporting an inclusive work community.
Your growth is supported. We believe in continuous learning and teamwork. Wärtsilian community has your back when it comes to development opportunities, so you can develop beyond your potential.
You get to make a difference. Innovation and sustainability are important to us. Every day, we - Wärtsilians - put our hearts and minds into enabling sustainable societies through innovation in technology and services into reality.

Contact & next steps:  

Please submit your application through our Careers portal by 19.05.2024. Applications submitted via email will not be considered. After submitting your application, you will receive a confirmation email. 

Contact persons to give further information:
Iliya Iliev
Manager, Technical Support, Ports Optimization and Simulation
iliya.iliev@wartsila.com
+358 44 975 9981

Last application date: 19/05/2024 

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. 

All new Wärtsilä employees in Finland will attend occupational health checks, including drug tests/screenings. When a person is located outside of Finland, the country's legislation is followed.

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.