Technical Support Engineer

Wärtsilä; Vancouver; Hybrid; CAD 75,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you will play a crucial role in providing global customer support and ensuring the success of innovative solutions in the Marine and Energy markets. This hybrid position allows you to balance office work with customer engagement, focusing on warranty management and technical troubleshooting. With a commitment to sustainability and a diverse work environment, you will contribute to a decarbonized future while enjoying a comprehensive benefits package and opportunities for professional growth. If you are passionate about technology and customer service, this role is perfect for you.

Benefits

Medical and dental coverage

RRSP matching (up to 7%)

Four weeks of vacation

Five paid personal days annually

Qualifications

• 5+ years of experience in Maritime or IT Services/Support environments.
• Knowledge of ports optimization solutions is advantageous.

Responsibilities

• Manage projects during warranty periods and ensure swift processing of warranty claims.
• Act as the main customer interface for warranty matters.

Skills

Customer-focused attitude

Excellent communication skills

Self-management and coordination

Knowledge of ports optimization solutions

Education

Degree in Electrical Engineering

Degree in Maritime Engineering

Degree in Software Engineering

Degree in IT Support

Job description

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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. Since 1834, new, game-changing ideas and continuous improvement have been part of our DNA. Together, we can create new business opportunities and a more sustainable future that we can all be proud of.

We aim to transition the world towards a decarbonized and sustainable future. By pushing the boundaries of engineering and technology, we can make a difference. We are always looking for future-oriented talent – want to join us?

Position Overview

The Technical Support Engineer is a key role within the Ports Optimization Customer Support organization, reporting to the manager of the area. This role focuses on providing global customer support throughout the product lifecycle, starting from site acceptance testing. The engineer delivers technical services and product expertise with a customer-centric mindset.

This position requires regular shift work and/or on-call duties outside of regular office hours, including weekends. Working days are typically Tuesday to Saturday, from 10:00 to 18:00.

The role offers a hybrid work schedule, requiring four days per week at our Vancouver office.

The engineer handles customer requests promptly, sets priorities to meet SLAs and internal KPIs, and works from the office to troubleshoot and resolve technical and operational issues, guiding customers or establishing remote connections to faulty systems.

When field service is necessary, the engineer recommends scope of work, replacement parts, and estimated labor for onsite work. For jobs requiring expert knowledge, the engineer may perform the work themselves.

During the development and launch of new products or solutions, the engineer collaborates with stakeholders to ensure successful warranty periods for installations.

Main Responsibilities

• Manage projects during warranty periods.
• Ensure swift processing of warranty claims.
• Act as the main customer interface for warranty matters.
• Define, organize, and secure actions, including ordering parts and manpower, to resolve warranty claims efficiently.
• Maintain warranty data quality.
• Minimize warranty and failure costs and downtime for customers.
• Monitor project profitability.
• Escalate technical or financial issues promptly.
• Proactively follow up on claims with customers.
• Apply warranty policies consistently.
• Work collaboratively to achieve results as a team.

Requirements

• Degree in Electrical, Electronics, Maritime, Software Engineering, IT Support, or related fields.
• At least 5 years of experience in Maritime or IT Services/Support environments.
• Excellent communication skills in English, both oral and written; additional languages are a plus.
• Customer-focused attitude.
• Effective self-management, coordination, and prioritization skills.
• Knowledge of ports optimization solutions and products is advantageous.
• Flexibility and willingness to travel occasionally.
• Authorized to work in Canada without sponsorship.

Salary range for applicants residing in BC is CAD 75,000 to CAD 90,000, determined based on education, skills, and experience. Wärtsilä Canada offers a comprehensive benefits package, including medical and dental coverage, RRSP matching (up to 7%), four weeks of vacation (more with tenure), and five paid personal days annually.

Wärtsilä is committed to employment equity, diversity, and inclusion, encouraging applications from all qualified individuals, including women, minorities, Indigenous persons, and persons with disabilities. If accommodations are needed during recruitment, please inform us. We value, respect, and embrace diversity, ensuring equal opportunities for all based on merit and abilities.

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets, with over 18,300 professionals across more than 230 locations in 77 countries, driving industry decarbonization. Learn more at www.wartsila.com.