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 inMalaysia, Singapore or Sydney.
Immigration (work pass/ employment pass) and relocation assistance will not be available for this role.

Key Responsibilities

Technical Support & Escalation Management

• Lead theAPAC Technical Support team in delivering real-time support to SAMs, SPMs, FSEs, Parts, and Customers.
• Managetechnical escalations, driving timely resolution in collaboration with Product Line, Engineering, and Global Technical teams.
• Ensureroot cause analysis (RCA) and corrective actions are executed and shared to prevent repeat issues.
• Upholdsafety, compliance, and quality standards in all technical interventions.

Regional Alignment & Knowledge Management

• Drivestandardization of troubleshooting guides, tools, and processes across APAC.
• Build and expand theknowledge base to capture field learnings and best practices.
• Partner withGlobal Technical Support Leaders to ensure regional alignment with global service strategy.
• Provide structuredfield feedback to Engineering and Product Line for reliability and design improvements.

Customer & Field Engagement

• Act as thetechnical interface to customers on escalated or complex cases.
• Partner with Regional Parts and Services teams to resolveparts identification, obsolescence, and interchangeability issues.
• Support customer meetings, site visits, and presentations requiring deep technical expertise.

Talent Development & Leadership

• Lead, coach, and develop adiverse regional Technical Support team.
• Implement structuredtraining, certification, and mentoring programs for FSEs and support engineers.
• Promoteknowledge transfer and collaboration across teams, functions, and countries.

Continuous Improvement & Innovation

• Leverage data analytics to improveFirst-Time Fix Rate (FTFR), Mean Time to Resolution (MTTR), and case closure cycle time.
• Championdigital tools and remote diagnostic solutions to increase service efficiency.
• Identify and drivecontinuous 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 intechnical services, field engineering, or product support, preferably in energy or industrial sectors.
• Proven track record inmanaging regional or cross-country technical teams.
• Expertise infailure analysis, troubleshooting, and technical escalation management.
• Familiarity withGE 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

#LI-Remote - This is a remote position