Lead CIC Customer Support Manager Technical Support
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Job Location:
Rochester, NH - USA
Monthly Salary:
$ 78800 - 131200
Posted on:
4 days ago
Vacancies:
1 Vacancy
Job Summary
Job Description Summary
We are seeking an experienced and customer-focused Technical Support Manager (CIC) to lead and develop the North America Level 2 Technical Support team within GE Vernovas Grid Automation business.This leadership role oversees both Wireless and Optical technical support functions ensuring exceptional post-sales service delivery across a growing portfolio of industrial networking wireless and fibre-optic communication systems used in mission-critical utility and infrastructure applications.
The successful candidate will build a cohesive team culture that blends technical depth with customer empathy drive operational performance and partner cross-functionally with Product Management Quality Engineering and Regional Sales teams to improve responsiveness reliability and customer satisfaction.
Job Description
Key Responsibilities
Leadership & Team Development
- Lead and develop the CIC L2 Technical Support team (Wireless and Optical) fostering collaboration between the Rochester Burnaby and Markham sites.
- Coach mentor and grow technical specialists to enhance product knowledge troubleshooting discipline and professional communication.
- Establish team goals aligned with regional and global service objectives promoting ownership and accountability.
- Conduct regular 1:1s performance reviews and knowledge-sharing sessions to sustain engagement and capability growth.
Operational & Technical Excellence
- Oversee day-to-day case operations ensuring SLA adherence consistent quality and proactive issue resolution.
- Drive best-in-class case management practices leveraging Salesforce (SFDC) Phone System/Voice analytics and dashboard metrics.
- Coordinate escalations with L3/L4 Engineering and Product Line teams to ensure thorough root-cause analysis and corrective actions.
- Champion continuous improvement in tools processes and documentation including knowledge base content and training assets.
- Guide lab replication and validation activities to accelerate resolution of complex field issues.
Cross-Functional Collaboration
- Serve as the primary interface between Technical Support Product Line and Engineering teams to surface field trends and systemic issues.
- Collaborate with Product Management to influence new product introduction (NPI) readiness technical documentation and support enablement.
- Partner with Quality and Commercial Operations to track and communicate customer experience metrics (CEI CSAT NPS).
- Contribute to strategic initiatives improving case prioritization workflow automation (GridBot Salesforce integration) and regional standardization.
Customer Engagement & Escalations
- Act as a senior escalation point for key customer cases in both Wireless and Optical domains.
- Review and present case summaries performance metrics and root-cause findings to internal and external stakeholders.
- Ensure timely and transparent communication to customers during critical or high-impact incidents.
- Promote a strong Voice-of-Customer (VOC) culture driving systemic changes based on feedback from utilities partners and OEM clients.
Required Qualifications
- Bachelors Degree in Electrical Engineering Computer Engineering or related technical discipline.
- Minimum 5 years of experience in communications systems networking or substation automation including technical support or field operations.
- Proven leadership or supervisory experience within a technical or customer-facing support environment.
- Strong understanding of wireless and optical communications technologies including IP networking LTE/5G SONET/SDH MPLS-TP or Ethernet.
- Experience managing distributed teams across multiple sites and remote resources or product lines.
- Demonstrate ability to drive process improvement and deliver measurable performance outcomes.
- Excellent interpersonal communication and organizational skills with the ability to influence across functions and geographies.
Desired Characteristics
- Familiarity with GE Lentronics and GE MDS (or comparable industrial networking and communications systems).
- Working knowledge of Salesforce CRM and customer analytics/reporting tools.
- Certifications such as CCNA CCNP or PMP are an asset.
- Strong analytical mindset with the ability to balance technical problem-solving and customer satisfaction.
- Adaptable to changing priorities and comfortable leading through ambiguity.
- Passion for coaching and building high-performing customer-centric technical teams.
Travel Requirement
- Ability and willingness to travel up to 25% for customer meetings training and internal collaboration between Rochester and Markham locations.
Additional Information
GE Vernova offers a great work environment professional development challenging careers and competitive compensation. GE Vernova is anEqual Opportunity Employer. Employment decisions are made without regard to race color religion national or ethnic origin sex sexual orientation gender identity or expression age disability protected veteran status or other characteristics protected by law.
GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).
Relocation Assistance Provided: No
Required Experience:
Manager
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
About Company
GE Vernova's Asset Performance Management software can help you increase asset reliability, minimize costs and reduce operational risks. View a demo today.
