Job Description Summary

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.

Job Description

Responsibilities:

Technical Support & Escalation Management

• Lead the CEE Technical Support Team (L2, SVC Engineering, Cyber Security, Training) in delivering real-time support to SAMs, SPMs, FSEs and Customers.
• Manage technical escalations, driving timely resolution in collaboration with Product Management, 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.
• Ensure the execution of cyber security related LTSAs.

Regional Alignment & Knowledge Management

• Drive standardization, tools, processes and AI across CEE.
• 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, 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 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 Service Engineers.
• Promote knowledge transfer and collaboration across 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 improve First-Time Fix Rate (FTFR), Mean Time to Resolution (MTTR), and case closure cycle time.
• Champion AI, digital tools and remote diagnostic solutions to increase service efficiency and responsiveness.
• Identify and drive continuous improvement initiatives to enhance service productivity, reliability, and customer value.

Key Metrics / Success Measures

• Customer Satisfaction / VOC improvement 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:

• Bachelor’s or Master’s 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.

Additional Information