NomadDesk

APAC Technical Support Leader

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

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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%).

• Technical depth & problem-solving
• Influencing & stakeholder engagement
• Coaching & developing technical talent
• Escalation management under pressure
• Collaboration across functions and regions
• Data-driven improvement mindset