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Customer Support Engineer

Location: Cedar Rapids, Iowa
Work model: On-site, Monday through Friday

About the Position

Wartsila is looking for a Customer Support Engineer (CSE) to serve as our on-site technical and operational representative at customer power plants supported under Long-Term Service Agreements (LTSA) or other service agreements.

As part of the Agreement Management team, you will be the primary technical point of contact for the customer, helping ensure safe, reliable, and efficient plant operations. You will develop a holistic understanding of the power plant, including operations, maintenance, reliability, performance, safety, spare parts, warranties, and asset lifecycle requirements.

The role may begin during commissioning and start-up to support knowledge transfer, operational readiness, and a smooth transition into commercial operation.

What You Will Be Doing

As a Customer Support Engineer, your responsibilities will include:

• Serve as Wartsila's primary on-site technical representative and trusted advisor to the customer.

• Participate in the customer's daily operations and maintain a strong understanding of the plant as an integrated system.

• Support commissioning, start-up, plant handover, and operational readiness activities when required.

• Provide technical guidance and troubleshooting support to plant operations and maintenance teams.

• Support minor and unplanned maintenance activities, equipment failure investigations, warranty-related matters, and repair efforts.

• Coordinate with Wartsila's internal technical experts to facilitate timely issue resolution.

• Monitor plant performance, reliability, and equipment condition, identifying potential risks and opportunities for improvement.

• Support maintenance planning and optimization based on the customer's service agreement and long-term operational objectives.

• Assist with outage preparation, spare parts planning, and asset lifecycle initiatives.

• Use Wartsila's engine monitoring, diagnostic, and digital tools to support technical decision-making.

• Work closely with the Agreement Manager by providing technical insights, operational feedback, and recommendations.

• Prepare clear technical reports and communicate plant conditions, findings, and recommended actions to relevant stakeholders.

• Maintain strong customer relationships and support a collaborative approach between the customer and Wartsila.

Requirements

To be successful in this role, we expect you to have:

• A bachelor's degree in Mechanical, Electrical, Mechatronics or a related engineering discipline, or equivalent relevant technical experience.

• 8+ years of relevant experience in power generation, operations, maintenance, commissioning, or technical support.

• Strong operational knowledge of power plants and the ability to understand the interaction between mechanical, electrical, automation, and operational systems.

• Experience with gas engine technologies; knowledge of Wartsila SG and/or DF engines is considered a strong advantage.

• Experience with engine monitoring, diagnostic, or plant performance tools.

• Knowledge of maintenance planning, troubleshooting, spare parts management, and equipment failure investigation.

• Strong analytical and problem-solving skills, with a proactive and customer-focused approach.

• Ability to communicate technical information clearly to customers, plant personnel, and internal stakeholders.

• Professional English communication skills, both written and verbal.

• Proficiency in Microsoft Office, particularly for technical reporting and documentation.

• Ability to work on-site in Cedar Rapids, Iowa.

Why You and Us

You will succeed in this role if you are a proactive technical and operational advisor who can see the power plant as an integrated system. You build trusted customer relationships, take ownership of technical matters, and identify opportunities to improve safety, reliability, efficiency, and long-term asset performance.

At Wartsila, you will collaborate with customers and technical experts while contributing to the continued growth of our Agreement Management operations in the region.