Job Description Summary

Job Description

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.

Additional Information