APAC Technical Support Leader
- Compensation
- Not disclosed
- Location
- Remote
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 12+ years
- Category
- Support
- Posted
Skills
Must have
- 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%).
Full description
Job Description Summary
The Senior Technical Support Manager is responsible for leading the regional technical support function across Asia Pacific, ensuring timely, high-quality support to Service Account Managers (SAMs), Project Managers (SPMs), Field Service Engineers (FSEs), Parts, and Customers. This role drives technical excellence, promotes standardization, and enables continuous improvement across the region while serving as a critical link between field operations, engineering, and product line teams. The leader will build regional capability, manage escalations, and enhance customer satisfaction in alignment with GE Vernova Ways – Innovation, Lean, Customer, One Team, and Accountability.
Job Description
This role can be based in APAC.
Core Focus
We are seeking a high-caliber technical leader with deep domain expertise in Medium Voltage Power Systems and Variable Frequency Drives (VFDs). You will lead the APAC technical support strategy, ensuring our complex power electronics and automation assets perform at peak reliability. You are the technical authority for regional escalations, bridging the gap between field challenges and engineering design.
Key ResponsibilitiesTechnical Support & Escalation Management
- Lead the APAC Technical Support team in delivering 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.