Technical Support Leader (fmd)

The Technical Support Leader is responsible for leading the regional technical support team across the CEE region ensuring timely high-quality support to Service Account Managers (SAMs) Service Project Managers (SPMs) Field Service Engineers (FSEs) 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.

Responsibilities:

Technical Support & Escalation Management

• Lead theCEE Technical Support Team (L2 SVC Engineering Cyber Security Training)in delivering real-time support to SAMs SPMs FSEs and Customers.
• Managetechnical escalations driving timely resolution in collaboration with Product Management Engineering and Global Technical teams.
• Ensureroot cause analysis (RCA)and corrective actions are executed and shared to prevent repeat issues.
• Upholdsafety compliance and quality standardsin all technical interventions.
• Ensure the execution of cyber security related LTSAs.

Regional Alignment & Knowledge Management

• Drivestandardization tools processes and AIacross CEE.
• Build and expand theknowledge baseto capture field learnings and best practices.
• Partner withGlobal Technical Support Leadersto ensure regional alignment with global service strategy.
• Provide structuredfield feedbackto Engineering Sales PM and Product Management for reliability and design improvements.
• Create and organize strategic and innovative trainings for internal and external customers.

Customer & Field Engagement

• Act as thetechnical interface to customerson 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 programsfor FSEs and Service Engineers.
• Promoteknowledge transfer and collaborationacross teams functions and countries.

ITO Commitments Continuous Improvement & Innovation

• Be point of contact regarding I&C estimation and commitments for ITO
• Leverage data analytics to improveFirst-Time Fix Rate (FTFR) Mean Time to Resolution (MTTR) and case closure cycle time.
• ChampionAI digital tools and remote diagnostic solutionsto increase service efficiency and responsiveness.
• Identify and drivecontinuous improvement initiativesto enhance service productivity reliability and customer value.

Key Metrics / Success Measures

• Customer Satisfaction / VOCimprovement in technical responsiveness and resolution quality.
• Margin - Increase I&C efficiency.
• Escalation Response Time & MTTR reduction in average resolution time.
• First-Time Fix Rate (FTFR)improvements across CEE.
• Knowledge Base Utilization & Contributions adoption of published solutions.
• Field Feedback Impact measurable influence on product and design improvements.

Profile:

• Bachelors or Masters degree in Engineering (e.g. Electrical Controls or a related field) or equivalent practical experience.
• Relevant experience in technical support or engineering roles ideally within the energy or industrial sectors.
• Proven ability in failure analysis troubleshooting and managing technical escalations.
• Familiarity with GE Vernova systems and tools (such as ServiceMax Salesforce or technical knowledge platforms) is an advantage but not required.
• Strong communication and stakeholder management skills with the ability to collaborate effectively across diverse teams and cultures.
• Fluent in English both written and spoken.

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.