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 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 recent 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,

📌 Apac Technical Support Leader (Melbourne)
🏢 Ge Vernova
📍 Melbourne