Technical Support Engineer - Marine Simulators

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?

 

We are now looking for a Technical Support Engineer (Marine Simulators) to join to the Technical Support Service Team.   

 

As part of our Simulation and Training business, the Technical Support Engineer will play a key role in delivering expert technical assistance and ensuring the smooth operation of our advanced simulation systems. Our business provides cutting-edge, immersive learning solutions for the maritime industry, helping seafarers adapt to greener, smarter technologies. By leveraging tools like AR and VR, we create realistic, flexible training environments that enhance safety, efficiency, and innovation. 

 

This is a fully onsite role based at either our Fort Lauderdale or Melbourne, Florida office. 

  

Key Responsibilities: 

• 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 R&D 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. 

• Follow up with R&D 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 new systems. 

• Conducting technical training in person or online to internal engineers or service partners. 

• Customer support of partners, their engineers and  

• Ensure compliance to Code of Business Conduct and Quality Management system requirements 

• Support projects or other technical jobs if required. 

• Track and update records in the Customer Support system.