Technical Expert
Wilhelmsen
Technical Expert
Job Description
Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.Main responsibilitiesResponsible to reply on questions and enquiries from internal customers regarding products, technical support and/or service related tasks, on a day to day basis and in a timely manner.Responsible to provide technical expertise, commercial advice and troubleshooting to customers, end-users and internal WSS stakeholders.To be capable of solving customer problems by providing first class technical support and solutionsResponsible for continuously update and maintain the required knowledge databases developed to find information to provide necessary answers and required product informationUtilize appropriate IT tools available for transparent and consistent way of workingEnsure appropriate problem solving and close cooperation with other functions internally in order to fulfil customer needs in most efficient wayProactively capture product, technical and/or service specific questions, and requirements to standardize professional replies and information to our Internal/external customers.To report on customer feedback, performance, corrective actions and product development on a regular basis to Product Management of the relevant Verticals and other relevant stakeholders.Be supportive and the “go to” person for colleagues in Technical Support Center and support and handle any escalated issues/questions to “expert” levelEscalate any related questions and enquiries where Technical Support Center resources are not capable in providing support according to relevant proceduresProactively work to solve problems, involve and cooperate effectively with other teamsBe a role model by having a ‘can do’ forward leaning approach to strategy development, growth activities, and cross-functional collaborationTo stay updated on and attend all relevant scheduled product updates and product trainingQualificationsMinimum 5 years of experience in the marine industryHigh vocational technical or maritime trainingExcellent communication and presentation skills and ability to communicate effectively within a multinational environmentVery good command of the English language (spoken and written)Computer literateAbility to communicate effectively within a multinational environmentAbility to manage and motivate own and externally employed service personnelAbility to work under pressureAbility to work on own initiativeAble to work independently, systematically and meet deadlines through good time management and allocation of prioritiesSelf-driven, outgoing, ambitious, and full of initiativeProven team player and receptive to new ideas#WSS
Locations
- Shanghai
Skills Required
- marine industryintermediate
Required Qualifications
- Minimum 5 years of experience in the marine industry (experience, 5 years)
- High vocational technical or maritime training (experience)
- Excellent communication and presentation skills and ability to communicate effectively within a multinational environment (experience)
- Very good command of the English language (spoken and written) (experience)
- Computer literate (experience)
- Ability to communicate effectively within a multinational environment (experience)
- Ability to manage and motivate own and externally employed service personnel (experience)
- Ability to work under pressure (experience)
- Ability to work on own initiative (experience)
- Able to work independently, systematically and meet deadlines through good time management and allocation of priorities (experience)
- Self-driven, outgoing, ambitious, and full of initiative (experience)
- Proven team player and receptive to new ideas (experience)
Responsibilities
- Responsible to reply on questions and enquiries from internal customers regarding products, technical support and/or service related tasks, on a day to day basis and in a timely manner.
- Responsible to provide technical expertise, commercial advice and troubleshooting to customers, end-users and internal WSS stakeholders.
- To be capable of solving customer problems by providing first class technical support and solutions
- Responsible for continuously update and maintain the required knowledge databases developed to find information to provide necessary answers and required product information
- Utilize appropriate IT tools available for transparent and consistent way of working
- Ensure appropriate problem solving and close cooperation with other functions internally in order to fulfil customer needs in most efficient way
- Proactively capture product, technical and/or service specific questions, and requirements to standardize professional replies and information to our Internal/external customers.
- To report on customer feedback, performance, corrective actions and product development on a regular basis to Product Management of the relevant Verticals and other relevant stakeholders.
- Be supportive and the “go to” person for colleagues in Technical Support Center and support and handle any escalated issues/questions to “expert” level
- Escalate any related questions and enquiries where Technical Support Center resources are not capable in providing support according to relevant procedures
- Proactively work to solve problems, involve and cooperate effectively with other teams
- Be a role model by having a ‘can do’ forward leaning approach to strategy development, growth activities, and cross-functional collaboration
- To stay updated on and attend all relevant scheduled product updates and product training
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