Technical Support Engineer

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

Job summary

Ein innovatives Unternehmen sucht einen Technical Support Engineer, der die Kundenbetreuung während des gesamten Produktlebenszyklus leitet. In dieser spannenden Rolle sind Sie für die technische Unterstützung und Problemlösung verantwortlich, wobei Sie eng mit Kunden und internen Teams zusammenarbeiten. Mit einem hybriden Arbeitsmodell und der Möglichkeit, an einem globalen Leader in der maritimen und Energiebranche zu arbeiten, bietet diese Position eine hervorragende Gelegenheit, zur Schaffung nachhaltiger Lösungen beizutragen. Wenn Sie eine proaktive Einstellung und starke Kommunikationsfähigkeiten mitbringen, freuen wir uns auf Ihre Bewerbung!

Benefits

Medizinische Versicherung

Zahnversicherung

RRSP-Matching

Urlaubstage

Persönliche Tage

Qualifications

• 5+ Jahre Erfahrung in maritimen oder IT-Diensten.
• Abschluss in Elektrotechnik oder verwandten Bereichen.

Responsibilities

• Durchführung von Fernwartung und präventiver Wartung.
• Bearbeitung von Garantieansprüchen effizient.

Skills

Kundenorientierung

Projektmanagement

Kommunikationsfähigkeiten

Selbstmanagement

Kenntnisse in maritimen oder IT-Diensten

Education

Abschluss in Elektrotechnik

Abschluss in Software Engineering

Abschluss in IT-Support

Job description

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

We aim 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?

Technical Support Engineer Role

The Technical Support Engineer is an engineering role within the Ports Optimization Customer Support organization, reporting to the manager of the area. The role focuses on providing global customer support throughout the product lifecycle, starting from site acceptance tests. The engineer will serve our external and internal customer base by delivering technical services and product expertise with a customer-centric mindset.

This position requires regular shift work and/or on-call duties outside regular office hours, including weekends. Working days are usually 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, setting priorities to meet SLAs and internal KPIs. They troubleshoot and resolve technical and operational problems, often remotely, guiding customers or establishing remote connections to faulty systems. When field service is needed, the engineer recommends scope, parts, and labor, and may undertake onsite jobs when expert knowledge is required.

Additionally, they work closely with stakeholders during new product launches to ensure successful warranty periods for installations.

Main Responsibilities

1. Remote and preventive maintenance
2. Remote software deployment
3. Customer data analysis
4. Project management during warranty
5. Processing warranty claims efficiently
6. Managing customer portal and warranty communication
7. Organizing actions and parts for warranty claims, including vendor re-claims
8. Maintaining warranty data quality
9. Reducing warranty and failure costs, minimizing downtime
10. Ensuring project profitability
11. Escalating issues timely
12. Proactive warranty follow-up
13. Applying warranty policies
14. Team-oriented results focus
15. Adhering to Wärtsilä's ethics and rules

Requirements

1. Degree in Electrical, Electronics, Maritime, Software Engineering, IT Support, or similar
2. 5+ years in Maritime or IT Services/Support
3. Excellent communication skills in English; other languages are a plus
4. Customer focus and relationship-building skills
5. Self-management and project management skills
6. Knowledge of ports optimization solutions is advantageous
7. Willingness to travel occasionally
8. Proactive, positive attitude

Application deadline: 12/05/2025. Successful applicants must be authorized to work in Canada without sponsorship.

Salary range in BC: $75,000 - $90,000 CAD, based on experience and skills. Wärtsilä Canada offers comprehensive benefits including medical, dental, RRSP matching, vacation, and personal days.

Wärtsilä is committed to diversity, equity, and inclusion, encouraging applications from all qualified candidates. We support accommodations during the recruitment process.

Join Wärtsilä and be part of a global leader in innovative marine and energy solutions, shaping a sustainable future worldwide. Learn more at www.wartsila.com.