- 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 recent 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

📌 Technical Support Engineer (Mumbai)
🏢 Wärtsilä
📍 Mumbai