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About the Role
The Senior Technical Support Manager leads the regional technical support function across Asia Pacific, ensuring high-quality support for various stakeholders and driving technical excellence, standardization, and continuous improvement. This role acts as a critical link between field operations, engineering, and product line teams, building regional capability, managing escalations, and enhancing customer satisfaction in alignment with GE Vernova Ways.
Responsibilities
- 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.
- 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 FSEs and support engineers.
- Promote knowledge transfer and collaboration across teams, functions, and countries.
- 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.
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.
- 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%).
Skills
- Medium Voltage Power Systems
- Variable Frequency Drives (VFDs)
- Failure analysis
- Troubleshooting
- Technical escalation management
- Data analytics
- Digital tools
- Remote diagnostic solutions
- Communication
- Stakeholder management
- Coaching
- Talent development
Location
- APAC
Work Type
- Remote
- Regional travel
Experience Level
- Senior
- 12+ years
Education Level
- Bachelor's degree
- Master's degree
Benefits
- Relocation Assistance Provided
About the Company
- GE Vernova Ways – Innovation, Lean, Customer, One Team, and Accountability.