Urgent Search: Technical Support Engineer

3 weeks ago

Mumbai, Maharashtra, India Wartsila Full time
Job Description

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 actionsincluding 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 Wrtsil 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 Wrtsils 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 skillsboth verbal and writtenacross 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.

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