Technical Support Engineer
Wartsila
- Posted: 1 month ago
- Openings: 10
- Applicants: 0
Job Description
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 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
Education
Any Graduate
Not Disclosed
Required Skills
SAP
Data management
Project management
Analytical
Relationship building
Customer Support
Account management
Customer Service
Contact Details
Wartsila
+91 987654567
firstname.lastname@wartsila.com
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