Job Description Summary

The Technical Support Lead is responsible for overseeing post-sales support operations, ensuring high-quality service delivery for our customers. This role covers the end-to-end management of customer issues, including technical troubleshooting, repair processes (both returns and field), and field service requests. The position requires a focus on departmental operations, planning, and execution within established functional practices. The role offers autonomy in daily operations while requiring adherence to standard procedures and guidance for complex technical or operational challenges.The job allows modification of procedures and practices covering work as long as the end results meet standards of acceptability (quality, volume, timeliness etc.).

Job Description

Key Responsibilities:

Post-Sales Support Management: Serve as the primary point of contact for customer technical issues, ensuring timely resolution and high levels of customer satisfaction;

RMA & Repair Oversight: Manage the end-to-end RMA process, including returned merchandise authorization, internal repairs, and field-based repair execution;

Technical Expertise: Provide expert-level technical support across Protection & Control, Communication, UCOM, and Monitoring & Diagnostics (M&D) systems;

Operational Execution: Plan and execute departmental activities to meet service level agreements (SLAs) and operational KPIs;

Process Compliance: Ensure all activities are performed in accordance with standard functional practices and safety procedures;

Problem Solving: Utilize technical judgment to resolve issues, escalating to senior management when deviations from standard procedures are required;

Cross-functional Collaboration: Partner with internal teams (Supply Chain, Engineering, Field Service) to resolve complex customer-reported issues efficiently.

Qualifications:

Education: Bachelor’s degree in Electrical Engineering, Electronics or Automation;

Technical Experience: Demonstrated experience in Protection & Control systems and tests, network communication, UCOM architectures, and Monitoring & Diagnostics (M&D) platforms;

Operational Experience: Proven leadership experience with technical teams;

Skills: Strong analytical and troubleshooting skills; ability to manage multiple priorities in a fast-paced environment;

Communication: Excellent verbal and written communication skills; ability to communicate complex technical information to customers clearly;

Fluency in English (required for technical documentation and global collaboration) and Advanced Spanish.

Diversity:

GE Vernova is committed to fostering diversity and encourages women, Black professionals, people with disabilities, members of the LGBTQIAP+ community, and professionals of all ages to apply for this position.

Additional Information