【招聘】Wilhelmsen 招聘启事

We are Wilhelmsen 

A global maritime group

Pioneering products, services and innovation since 1861— built on generations of shipowning heritage.

Wilhelmsen has evolved with the industry. From sailing ships to steam, diesel and beyond, we’ve grown through wars, pioneered car and rolling cargo transport. Today we provide products, services and innovation to the merchant fleet, while building infrastructure for the maritime industry energy transition.   

Join Us as a Technical Expert!

Bring your expertise, passion, and innovative mindset to a team where your skills can make a real difference. We look forward to welcoming talented professionals to grow and succeed with us.

Join our global team for a career filled with opportunities to solve challenges both small and large, local and global, simple and complex.

About the role: 

To support internal customers with questions and enquiries regarding products, technical support and/or service-related tasks which at any time is defined to be supported by the Technical Support Center. 

Additionally, the role operates under a centralized Shanghai-based organization ensuring structured global coverage across Asia.

Interrelations：

This position reports to Head of Technical Support Center

What you will be doing: 

• 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.

• Take full ownership of assigned technical cases from intake to final resolution.

• Prioritize workload based on urgency, SLA commitments and business impact.

• Ensure proper documentation and handover of ongoing cases between shifts.

• Actively contribute to the creation, maintenance, and continuous improvement of Knowledge Articles and structured databases to support both human and AI-driven support solutions.

• To be capable of solving customer problems by providing *** 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. 

• Collaborate closely within the TSC team to ensure balanced workload distribution and service consistency.

• 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.

Required experience and skills:

• 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 manage workload effectively in a shift-based working environment.

• 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

• Proven team player and receptive to new ideas

What we offer:

• Competitive package/benefit   

• Great culture and working environment

• A challenging job in an international company

Sounds interesting? If you can see yourself in this role, please let us know why you are our Technical Expert. As an internal candidate you can apply by entering the internal job portal (Workday front page>Menu >Career>Find jobs). Here you can upload your resume and a motivational letter.  

Work location: Shanghai, China

Contact details: 

HR Generalist & Area HR Support

helen.he@wilhelmsen.com