Technical Support Leader
No salary listed
Expert
Bachelor's, Master's
Remote in Malaysia+2 moreMore locations: Sydney NSW, Australia | Singapore
RemoteRole may be based in APAC; regional travel of 30–40% required.
Electrical EngineeringPower Systems Engineering
About the job
Requirements
- 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.
- Strong communication and stakeholder management skills across cultures.
- Willingness to travel regionally (30–40%).
Responsibilities
- Lead the APAC Technical Support team in delivering real-time support to Service Account Managers, Project Managers, Field Service Engineers, Parts, and Customers.
- Manage technical escalations, driving timely resolution in collaboration with Product Line, Engineering, and Global Technical teams.
- Ensure root cause analysis and corrective actions are executed and shared to prevent repeat issues.
- Uphold safety, compliance, and quality standards in all technical interventions.
- 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.
- 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.
- Lead, coach, and develop a diverse regional Technical Support team.
- Implement structured training, certification, and mentoring programs for Field Service Engineers and support engineers.
- Promote knowledge transfer and collaboration across teams, functions, and countries.
- Leverage data analytics to improve First-Time Fix Rate, Mean Time to Resolution, 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.
- Drive adoption of digital solutions, remote diagnostics, and new service models to better support customers.
- Simplify technical support workflows, eliminate waste, and standardize tools across the region.
- Act as the trusted technical partner, ensuring timely, transparent, and high-quality support.
- Create collaboration across Field Service Engineers, Parts, Engineering, Product Line, and global peers.
- Take ownership for escalations and outcomes, ensuring commitments to customers and stakeholders are met.
Desired Qualifications
- Familiarity with GE Vernova systems and tools, such as ServiceMax, Salesforce, and technical knowledge systems.
About the company
GE Vernova makes equipment and software that generate and manage electricity for utilities, power producers, and industrial customers. Its Power, Wind, and Electrification businesses span gas turbines, wind generation, and the systems that move electricity across grids. The company supplies generators, grid equipment, and controls, while its software coordinates network operations and integrates changing sources of power. Customers buy equipment and enter service agreements for maintenance, upgrades, and technical support over its operating life, alongside purchases of software and related services. GE Vernova became an independent company in 2024 after separating from GE and is headquartered in Cambridge, Massachusetts.
Company Size
10,001+
Company Stage
N/A
Total Funding
$17.6M
Headquarters
Cambridge, Massachusetts
Founded
2024
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Simplify's Take
What believers are saying
- Demand supports expansion: July 2026 results show GE Vernova booked $24.2 billion of quarterly orders, up 88% organically.
- Service commitments support recurring work: GE Vernova says services account for more than 55% of its backlog.
- Graduates build depth through rotations: GE Vernova runs two-year Next Gen development programs in engineering, technology, and operations.
What critics are saying
- Wind remains a drag: July 2026 results show GE Vernova lost $275 million in quarterly Wind segment EBITDA.
- Project margins absorb overruns: GE Vernova locks prices before completion and discloses meaningful expenses from excess costs and penalties.
- Field assignments demand long weeks: GE Vernova's listed transformer specialist works typical 12-hour site days, up to six weekly.
What makes GE Vernova unique
- Its technology underpins global power: GE Vernova says customers generate approximately one-quarter of world electricity using its equipment.
- Gas turbine scale anchors expertise: GE Vernova reports the largest installed fleet by generating capacity, across approximately 7,000 turbines.
- Nuclear work reaches beyond equipment: GE Vernova Hitachi supplies advanced reactors, fuel, and services for operating plants.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Insurance
- 401(k) Retirement Plan
- 401(k) Company Match
- Paid Vacation
- Paid Parental Leave
- Mental Health Support
- Relocation Assistance
- Performance Bonus