APAC Technical Support Leader

ng real-time support to SAMs, SPMs, FSEs, Parts, and Customers.

• Manage technical escalations, driving timely resolution in collaboration with Product Line, Engineering, and Global Technical teams.

• Ensure root cause analysis (RCA) and corrective actions are executed and shared to prevent repeat issues.

• Uphold safety, compliance, and quality standards in all technical interventions.

Regional Alignment & Knowledge Management

• Drive standardization of troubleshooting guides, tools, and processes across APAC.

• Build and expand the knowledge base to capture field learnings and best practices.

• Partner with Global Technical Support Leaders to ensure regional alignment with global service strategy.

• Provide structured field feedback to Engineering and Product Line for reliability and design improvements.

Customer & Field Engagement

• Act as the technical interface to customers on escalated or complex cases.

• Partner with Regional Parts and Services teams to resolve parts identification, obsolescence, and interchangeability issues.

• Support customer meetings, site visits, and presentations requiring deep technical expertise.

Talent Development & Leadership

• Lead, coach, and develop a diverse regional Technical Support team.

• Implement structured training, certification, and mentoring programs for FSEs and support engineers.

• Promote knowledge transfer and collaboration across teams, functions, and countries.

Continuous Improvement & Innovation

• Leverage data analytics to improve First-Time Fix Rate (FTFR), Mean Time to Resolution (MTTR), and case closure cycle time.

• Champion digital tools and remote diagnostic solutions to increase service efficiency.

• Identify and drive continuous improvement initiatives to enhance service productivity, reliability, and customer value.

GE Vernova Ways in Action

• Innovation: Drive adoption of digital solutions, remote diagnostics, and new service models to better support customers.

• Lean: Simplify technical support workflows, eliminate waste, and standardize tools across the region.

• Customer: Act as the trusted technical partner, ensuring timely, transparent, and high-quality support.

• One Team: Creates collaboration across FSEs, Parts, Engineering, Product Line, and global peers to deliver as a united GE Vernova team.

• Accountability: Take ownership for escalations and outcomes, ensuring commitments to customers and stakeholders are met.

Key Metrics / Success Measures

• Customer Satisfaction / NPS improvement in technical responsiveness and resolution quality.

• Escalation Response Time & MTTR - reduction in average resolution time.

• First-Time Fix Rate (FTFR) improvements across APAC.

• Knowledge Base Utilization & Contributions - adoption of published solutions.

• Training & Certification Coverage - % of FSEs and Technical Support Engineers certified.

• Field Feedback Impact - measurable influence on product and design improvements.

Qualifications & Experience

• Bachelor's or Master's degree in engineering (Electrical, Controls, or related field).

• 12+ years' experience in technical services, field engineering, or product support, preferably in energy or industrial sectors.

• Proven track record in managing regional or cross-country technical teams.

• Expertise in failure analysis, troubleshooting, and technical escalation management.

• Familiarity with GE Vernova systems and tools (e.g., ServiceMax, Salesforce, technical knowledge systems) preferred.

• Strong communication and stakeholder management skills across cultures.

• Willingness to travel regionally (30-40%).

Key Competencies

• Technical depth & problem-solving

• Influencing & stakeholder engagement

• Coaching & developing technical talent

• Escalation management under pressure

• Collaboration across functions and regions

• Data-driven improvement mindset

Additional Information

Relocation Assistance Provided: Yes

#LI-Remote - This is a remote position