Job Description Summary
Job Description
Key Responsibilities
Technical 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.
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 Metr