Team Lead Global Technical Support

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?

 

At ANCS, we're dedicated to advancing the world of maritime automation and navigation systems, ensuring the highest standards of service, innovation, and quality. As a part of the global Wärtsilä network, we leverage cutting-edge technology and deep industry expertise to offer unparalleled solutions in the maritime sector. 

 

We are now looking for a

 

Team Lead Global Technical Support (m/f/d)

 

to join our team working for a better future.

 

All ANCS locations in Germany, Denmark, Norway, Italy, The Netherlands or UK are possible locations.

 

What you will be doing

 

We are seeking a Team Lead Global Technical Support to join our Global Service Support and Spares team. This critical leadership role involves overseeing the establishment and optimization of global technical support practices, including the creation of a new remote support centre and a cyber security response team. The ideal candidate will bring a strategic and operational perspective to technical support, ensuring the highest standards of service and security for our global operations.

 

As Team Lead Global Technical Support your work will focus on these key responsibilities:

 

• Best Practices Development: Develop, implement, and standardize best practices for technical support across global operations.
• Process Establishment: Lead the setup of a new centre for remote technical support, ensuring scalable and efficient service delivery.
• Cyber Security Team Establishment: Build and manage a cyber security response team to address and mitigate security issues at within our products swiftly and effectively.
• Global Strategy Implementation: Work closely with regional leaders to implement support strategies that enhance global service continuity and quality.
• Team Management: Lead and develop a small team of technical support professionals, promoting a culture of high performance and continuous improvement.
• Stakeholder Engagement: Collaborate with IT, service management, and other key departments to ensure alignment of technical support with broader business goals.
• Performance Monitoring: Monitor and report on key performance indicators (KPIs) to assess effectiveness of technical support initiatives and make data-driven improvements.

 

To be successful in this role, we expect you to have:

 

• Bachelor’s degree in Information Technology, Cyber Security, Engineering, or related field; Master’s degree preferred.
• Proven experience in leading technical support or IT service teams, preferably within a global setting.
• Strong background in setting up and managing remote support centres and cyber security teams.
• Excellent leadership and communication skills, capable of managing diverse teams and collaborating with stakeholders across different cultures and functions.
• Proficient in process development, project management, and implementation of best practices in a technical environment.
• Solid understanding of global IT and cyber security standards and regulations.

 

What We Offer: 

 

• A pivotal role in a global leader of maritime technology with a strong emphasis on security and service excellence.
• The opportunity to build and influence advanced support structures that impact global operations.
• A dynamic, innovative work environment where technology and service converge to drive maritime industry advancements.

 

This position provides an exceptional opportunity to lead in a cutting-edge technological environment, improving global maritime operations and security. If you are passionate about leading high-performing teams and pioneering support strategies, we encourage you to apply.

 

Why you and us?

 

We at Wärtsilä believe in empowerment, ownership and taking responsibility of our work. We support each other’s growth and co-creation is the true basis of our innovation. W