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? The Technical Support Engineer is an engineering role within Ports Optimization Customer Support organization reporting to the manager of the area, with a focus on providing customers with support globally through the lifecycle starting from site acceptance test, serves our global external and internal customer base by delivering technical services and product expertise with a customer-centric mindset.  The job requires regular shift work and/or on-call duty outside of regular office hours, including weekends. Working days will be usually Tuesday to Saturday, from 10:00 to 18:00. This role offers a hybrid work schedule, requiring four days per week at our Vancouver office. He/she handles customer requests in a timely manner and independently sets priorities to meet agreed SLAs (if applicable) and internal KPIs to resolve requests and deliver technical services to the customer's satisfaction. The Technical Support Engineer usually works from the oﬃce to troubleshoot and resolve technical and operational problems of the customer by guiding the customer or establishing a remote connection to the faulty system to resolve the issue. When ﬁeld service is required, the Technical Support Engineer recommends scope of work, replacement parts, and estimated labor required for the project engineer or technical support engineer to go onsite. When expert level knowledge is required to carry out a field service Job, the Technical Support Engineer may take the job himself/herself. When new products or solutions are developed and launched, he/she works closely with the internal and external stakeholders to ensure successful warranty period for installations with these products. Main Responsibilities:• Remote maintenance.• Preventive maintenance.• Remote software deployment.• Customer data analysis.• Project management during 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/organize/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 down-time for customers, warranty project.• Projects proﬁtability will be a performance indicator.• Escalate technical/ﬁnancial issues in timely manner.• Proactive claim follow-up with customer.• Ensure that warranty policies are applied.• Focus on achieving results as a team.• Follow Wärtsilä business ethics and rules. Requirements• Degree in Electrical-, Electronics-, Maritime-, Software Engineering, IT Support or similar ﬁeld.• 5 plus 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 &amp; cascading of information.• Project Management Skills.• Ports optimization solutions and products knowledge is 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.   Last application date: 03/08/2025  Successful applicants must be authorized to work in Canada without sponsorship.  For applicants that reside in BC, the annual salary wage range is $75,000 CAD - $90,000 CAD. The starting salary for this position would be determined with consideration of the successful candidate’s relevant education, individual skill set, level of experience applicable to the role they are being offered and consideration of internal equity. Wartsila Canada offer a generous benefit package, including but not limited to; extended medical &amp; dental coverage, RRSP matching (employer contribution up to 7% of salary), 4 weeks of vacation (increases based on years of service with Wartsila) and 5 paid personal days per year. Wartsila is committ ed to Employment Equity, supports diversity in the workplace, and encourages applications from all qualified individuals, including women, members of visible minorities, Indigenous persons, and persons with disabilities. If you require accommodation during the recruitment process, please let us know, and we will work with you to support your request. 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. This is Wärtsilä Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 18,300 professionals, in more than 230 locations in 77 countries, shape the decarbonisation transformation of our industries across the globe. Read more on <a href="http://www.wartsila.com">www.wartsila.com</a>.

We enable sustainable societies through innovation in technology and services together with all our stakeholders &ndash; today and tomorrow. We emphasise innovation in sustainable technology and services to help our customers continuously improve environmental and economic performance. We work together with our strong ecosystem of partners every day, providing a wide portfolio of leading technologies and innovative solutions that offer our customers superior uptime, reliability and foreseeable lifecycle costs across their operations. Our global passionate team of 17,500 energy and maritime experts in 200 locations in more than 70 countries is committed to shaping decarbonisation transformation of our industries across the globe.

Technical Support Engineer

Wärtsilä is an innovative&nbsp;technology company known for&nbsp;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.&nbsp;Our ultimate aim is&nbsp;to provide increased value to both&nbsp;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.&nbsp; We want to transition the world towards a decarbonised&nbsp;and sustainable future.&nbsp;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?&nbsp;The&nbsp;Technical Support Engineer&nbsp;is an engineering role within Ports Optimization Customer Support organization reporting to the manager of the area, with a focus on providing customers with support globally through the lifecycle starting from site acceptance test, serves our global external and internal customer base by delivering technical services and product expertise with a customer-centric mindset.&nbsp;&nbsp;The job requires regular shift work and/or on-call duty outside of regular office hours, including weekends. Working days will be usually Tuesday to Saturday, from 10:00 to 18:00.&nbsp;This role offers a hybrid work schedule, requiring four days per week at our Vancouver office.&nbsp;He/she handles customer requests in a timely manner and independently sets priorities to meet agreed SLAs (if applicable) and internal KPIs to resolve requests and deliver technical services to the customer's satisfaction. The Technical Support Engineer usually works from the oﬃce to troubleshoot and resolve technical and operational problems of the customer by guiding the customer or establishing a remote connection to the faulty system to resolve the issue.&nbsp;When ﬁeld service is required, the Technical Support Engineer recommends scope of work, replacement parts, and estimated labor required for the project engineer or technical support engineer to go onsite. When expert level knowledge is required to carry out a field service Job, the Technical Support Engineer may take the job himself/herself.&nbsp;When new products or solutions are developed and launched, he/she works closely with the internal and external stakeholders to ensure successful warranty period for installations with these products.&nbsp;Main Responsibilities:• Remote maintenance.• Preventive maintenance.• Remote software deployment.• Customer data analysis.• Project management during 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/organize/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 down-time for customers, warranty project.• Projects proﬁtability will be a performance indicator.• Escalate technical/ﬁnancial issues in timely manner.• Proactive claim follow-up with customer.• Ensure that warranty policies are applied.• Focus on achieving results as a team.• Follow Wärtsilä business ethics and rules.&nbsp;Requirements• Degree in Electrical-, Electronics-, Maritime-, Software Engineering, IT Support or similar ﬁeld.• 5 plus 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 &amp; cascading of information.• Project Management Skills.• Ports optimization solutions and products knowledge is 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.&nbsp;&nbsp;&nbsp;Last application date: 03/08/2025&nbsp;&nbsp;Successful applicants must be authorized to work in Canada without sponsorship. &nbsp;For applicants that reside in BC, the annual salary wage range is $75,000 CAD - $90,000 CAD.&nbsp;The starting salary for this position would be determined with consideration of the successful candidate’s relevant education, individual skill set, level of experience applicable to the role they are being offered and consideration of internal equity.&nbsp;Wartsila Canada offer a generous benefit package, including but not limited to; extended medical &amp; dental coverage, RRSP matching (employer contribution up to 7% of salary), 4 weeks of vacation (increases based on years of service with Wartsila) and 5 paid personal days per year.&nbsp;Wartsila is committ ed to Employment Equity, supports diversity in the workplace, and encourages applications from all qualified individuals, including women, members of visible minorities, Indigenous persons, and persons with disabilities.&nbsp;If you require accommodation during the recruitment process, please let us know, and we will work with you to support your request.&nbsp;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.&nbsp;This is Wärtsilä&nbsp;Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 18,300 professionals, in more than 230 locations in 77 countries, shape the decarbonisation transformation of our industries across the globe. Read more on <a href="http://www.wartsila.com">www.wartsila.com</a>.&nbsp;

Technical Support Engineer

About the Job

About the Company

Wartsila

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