Customer Support Specialist, Customer Delivery for Automation & Navigation

Customer Support Specialist, Customer Delivery for Automation & Navigation

As ANCS (Automation, Navigation & Control Systems), we transform how vessels perform to create the safest and most efficient journey for our customers – always with the vision in mind to navigate towards a more sustainable maritime industry. With our rich history of pioneering maritime technologies, we have defined industry benchmarks.

Nacos Marine Singapore Pte Ltd is looking for Customer Support Specialist, Customer Delivery for Automation & Navigation to join our team. The location is Pandan Crescent, Singapore.

About the position:

As a Customer Support Specialist, your primary responsibility is to handle and resolve customer inquiries, complaints, and support requests through various communication channels, such as phone calls, emails, and live chat. You will be the main point of contact for customers seeking assistance. It is your responsibility to gather and prepare information for the service teams to enable them to diagnose technical issues and provide solutions or escalate complex problems to higher-level support teams. Your objective is to help ensure timely and effective resolution of technical issues, maintain customer satisfaction, and promote a positive experience with the ANCS brand.

In this position, your work will focus on these responsibilities:

1. Respond to customer inquiries:
   • Receive and respond to customer inquiries, complaints, and support requests via online services, phone, email, or live chat promptly and professionally.
   • Provide responses to all inquiries entering through CSC within a satisfactory time limit, then forward to the service teams or other relevant teams of the organization.
   • Handle customer cases with empathy, professionalism, and a customer-centric approach, aiming to de-escalate situations and reach satisfactory resolutions.
2. Ensure customer satisfaction:
   • Foster a positive and customer-centric approach in all interactions, demonstrating patience, empathy, and professionalism.
   • Strive to meet or exceed customer expectations by delivering exceptional service.
3. Troubleshooting:
   • Understand customer concerns, clarifying the root cause of problems and enable the service or higher-level support teams to provide appropriate solutions in a timely and efficient manner.
4. Data Collection / Data Maintenance:
   • Gather the relevant data from various sources such as the customer, company databases, or internal support teams.
   • Maintain customer-related master data like accounts, contacts, installations, and equipment.
   • Request needed modifications beyond own authority from global master data stakeholders.
5. Documentation:
   • Ensure proper documentation for all transactions, adhering to company policies and procedures.
   • Register all inquiries (as tickets).
   • Verify customers contacting ANCS.
6. Stay updated on product knowledge:
   • Keep abreast of product features, updates, and enhancements to effectively address customer inquiries and provide accurate information.
7. Identify opportunities for improvement:
   • Identify patterns or trends in customer issues and provide feedback to management for process improvements.
   • Liaise with various internal departments, such as product development, sales, and operations, to obtain information, seek assistance, or provide feedback on customer concerns and recurring issues.

To be successful in this role, you should have:

• “O” Levels/ diploma or equivalent; bachelor's degree in engineering is a plus.
• Min 1 year experience in customer support, call center, or help desk roles is preferred.
• Strong verbal and written communication skills.
• Basic technical knowledge to address common customer inquiries.
• Strong problem-solving skills with a pragmatic approach.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Strong teamwork and collaboration skills to work effectively with internal teams.
• Customer service-oriented mindset with a focus on delivering high-quality support.
• Patience and composure in handling challenging customer interactions.
• Flexibility to work including evenings, weekends, and holidays if required.

It's a plus if you:

• Are proficient in using ticketing systems, CRM software, and other customer support tools.
• Are a frequent SAP user.
• Know MS Office inside out.
• Are familiar with the maritime business and regulatory environment.
• Have knowledge of the ANCS product portfolio.

Why you and us?

You are valued – as your true self. At Wärtsilä YOU matter. We value diversity and are committed to supporting an inclusive work community.

Your growth is supported. We believe in continuous learning & teamwork. The Wärtsilian community has your back when it comes to development opportunities – so you can develop beyond your potential.

You get to make a difference. Innovation and sustainability are important for us. Every day, we - Wärtsilians - put our hearts and minds into enabling sustainable societies through innovation in technology and services into reality.

Contact & next steps
Please submit your application before the deadline through our Careers portal. Applications through email will not be considered. After submitting your application you’ll receive a confirmation email. In case of any questions, reach out to (only for questions from direct job applicants, applications through email will not be recorded or responded to):

Hyun Joo Kim
Talent Acquisition Partner
Email: hyunjoo.kim@wartsila.com

At Wärtsilä we value, respect and embrace all our differences, and are committed to diversity, inclusion, and equal employment opportunities; everyone can be their true self and succeed based on their job-relevant merits and abilities.

Wärtsilä is a global leader in innovative technologies and lifecycle solutions for the marine and energy markets. Our team of 17,800 professionals, in more than 280 locations in 79 countries, shape the decarbonisation transformation of our industries across the globe. Read more on www.wartsila.com.