APAC Technical Support Leader
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 46d ago
The date the source published, not the day we noticed it (2026-08-17). Last seen at its source just now.
We have tracked this listing since 21 Sep 2026 (10 days). The employer's own board has carried it every time we have read it, most recently just now.
Is it remote?
The listing says yes
The location field doesn't say remote, so our assessment is based on the title or the description. Read the listing before applying.
Who may apply?
Sydney, Singapore
The description agrees: it names APAC.
What the ad says
…based in APAC…
Pay not stated
Similar roles pay A$1,575–2,175/mo
Middle 50% of 8 listings that do state pay — Customer · all levels · APAC · AUD/month. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
workday employer's own board first seen 10d ago · last seen just now
- location not stated
The listing
This role can be based in APAC.
Core Focus
We are seeking a high-caliber technical leader with deep domain expertise in Medium Voltage Power Systems and Variable Frequency Drives (VFDs). You will lead the APAC technical support strategy, ensuring our complex power electronics and automation assets perform at peak reliability. You are the technical authority for regional escalations, bridging the gap between field challenges and engineering design.
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 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 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%).
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
Relocation Assistance Provided: Yes