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 rapid 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 actions—including 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 Wärtsilä 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 Wärtsilä's 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 skills—both verbal and written—across customer, internal, and external stakeholders.
Strong customer focus with the ability to prioritize customer satisfaction.
Demonstrated relationship-building and team-oriented 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 robust problem-solving mindset.

📌 Technical Support Engineer Mumbai
🏢 Wärtsilä
📍 Mumbai