Technical Support Solutions Manager

Wärtsilä Energy Storage & Optimization (ES&O) is the leading global energy storage optimizer. Our mission is to deliver integrated energy solutions that build a resilient, intelligent, and flexible energy infrastructure - unlocking the way to an optimized renewable future. By integrating renewables, energy management technology, and storage with traditional energy resources, we reinvent clean energy production from the largest and most complex grids to the most remote and essential microgrids. We play a key role in Wärtsilä’s vision towards a 100% renewable energy future through flexibility, reliability, and integration and a more sustainable world for us all.

 

Reporting to the General Manager of Technical Expertise Center, Technical Support Solutions Manager support Wärtsilä’s energy storage fleet by identifying and troubleshooting software issues globally. We’re seeking an individual that is passionate about energy storage and clean energy solutions to be part of this global customer-driven organization, working with high level technologies. The Technical Solutions Manager will support customers by improving the technical and the operational performance of company products. The successful candidate will be familiar with energy storage systems or have experience in a related electrical field. A deep understanding of electrical hardware and electronics is required for this role. Technical Support Solutions Manager is expected to develop and improve internal technical support and warranty management processes and tools by leading internal software development efforts. Therefore, prior experience with company’s GEMS SW is a must.

 

The preferred location for this position is Herndon, VA. This role will be a hybrid position, requiring the successful candidate to be onsite at least two days per week.

 

Responsibilities

• Support GTEC team members in identifying and troubleshooting software issues across all operational sites.
• Collaborate with site teams to gather detailed issue reports and ensure timely resolution.
• Analyze GEMS processes to identify areas for improvement.
• Assess and develop Technical Support and Warranty Management tools and processes
• Collaborate with the HMI team to identify and implement improvements in the GEMS HMI.
• Conduct periodic audits of GTEC software and cybersecurity practices to ensure adherence to industry standards.
• Participate in software retrospective reviews of production issues with QA to improve test coverage and processes.
• Continuously evaluate GTEC duties to propose and implement process improvements to enhance team capabilities and productivity.
• Audit all projects according to GTEC specifications before handover to ensure all expected versions of software and firmware are delivered.
• Collaborate with Software Project Management to share audit outcomes and improve visibility on project statuses.
• Assist the team in developing and creating innovative, revenue-generating products and services.
• Assist in creating comprehensive internal and external training libraries to support user training and knowledge transfer.

 

Experience:

Minimum of 3-5 years of experience in software support, development, or a related role.

 

Skills:

•     Strong problem-solving and analytical skills.
•     Proficiency in software troubleshooting and debugging.
•     Knowledge of GEMS processes and HMI development.
•     Understanding of network and cybersecurity principles.
•     Experience in quality assurance and process improvement.
•     Excellent communication and collaboration skills.
•     Ability to manage multiple projects and priorities.

 

Last application date: 22/11/2024 

 

Why you and us:

You will be a part of a global organization with local presence and work in an exciting and dynamic working environment with highly motivated and skilled co-workers. We offer interesting and challenging work tasks, as well as personal and pr