Service and maintenance

Minimise downtime and costs with Wärtsilä Voyage’s worldwide support and maintenance service

Global 24×7

  • Reach us via phone, email or using ECDIS failure reports. Contact us at:
    • 24/7 phone: +46 771 460 100
    • Email: voyage.support@wartsila.com; data.support@wartsila.com
  • We first try to resolve cases remotely: via email, remote connections, or phone.
  • If unresolved, the scope of work is provided, and the case is handed to our Field Service Engineering to arrange a physical visit.
  • During servicing, the engineer is supported by our Remote Support Team via phone, email or other remote connections.
  • Our virtual engineers test the configuration while the field engineer is on board to ensure everything is configured per Wärtsilä Voyage’s standards.

Remote Support

  • You can reach our Remote Support team via our Global 24/7 contact lines.
  • Our Remote Support team connects with you at a mutually agreed time.
  • To establish the connection, the customer must actively accept the request by pressing a button on the ECDIS screen – it is a secured VPN connection using TeamViewer and our remote dashboard.
  • Our virtual engineers then commence work to resolve the problem. Simultaneously, we explain what went wrong and how we are fixing it.
  • Once the problem is fixed, we send a completion notification via email, and the crew should check the system.
  • If the problem is not fixed during the session, we inform you about the next steps.

Field services

  • You can reach the Field Services team via our Global 24/7 contact lines.
  • Our Remote Support team handles your request first. If it cannot be managed remotely, one of our Field Service Coordinators takes over.
  • The Field Service Coordinator investigates the case thoroughly, assigns an agent and arranges relevant spare parts for a planned servicing visit.
  • The customer is kept in the loop at every stage, and a detailed service report is provided.

Training

  • Equipped with professional ship handing simulators, Wärtsilä Voyage’s state-of-art training centre offers the best conditions for a successful learning environment.
  • We provide a variety of training solutions for seagoing navigational staff as well as onboard and land-based personnel and technical staff.
  • With several integrated navigation bridges and numerous standalone units, we replicate the exact conditions crew members and service engineers face onboard.
  • Our instructors, including former navigational officers and engineers, have extensive knowledge from a variety of different fields.
  • Combination of fieldwork and training ensures the expertise needed for effective performance to support the everyday business operations of customers.

Digital Data Support

  • This is your first point of contact for all digital data related queries and issues.
  • Contact for chart and data order and delivery, chart updates, and other necessary digital data information onboard; any data related installation & licensing problems onboard.
  • We prove support at two levels: a 24/7 coordination team, and a high qualified experts' team based in Europe and Asia available during local working hours.
Wärtsilä Voyage. Let's talk.