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Technical Expert at Wilhelmsen in 上海市 | Swiftcruit
Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.
Main 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
Qualifications
Minimum 5 years of experience in the marine industry
High vocational technical or maritime training
Excellent communication and presentation skills and ability to communicate effectively within a multinational environment
Very good command of the English language (spoken and written)
Computer literate
Ability to communicate effectively within a multinational environment
Ability to manage and motivate own and externally employed service personnel
Ability to work under pressure
Ability to work on own initiative
Able to work independently, systematically and meet deadlines through good time management and allocation of priorities
Self-driven, outgoing, ambitious, and full of initiative
