APAC Technical Support Lead

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee the APAC Technical Support team in providing real-time assistance to SAMs, SPMs, FSEs, Parts, and Customers.

• Manage technical escalations and ensure prompt resolution with Product Line, Engineering, and Global Technical teams.

• Guarantee that root cause analysis and corrective actions are implemented and communicated.

• Maintain safety, compliance, and quality standards during technical interventions.

• Promote the standardization of troubleshooting guides, tools, and processes throughout APAC.

• Enhance and develop the knowledge base with insights from the field and best practices.

• Align regional support efforts with the global service strategy.

• Relay field feedback to Engineering and Product Line for enhancements in reliability and design.

• Serve as the technical liaison for customers on escalated or complex cases.

• Collaborate with Regional Parts and Services teams regarding parts identification, obsolescence, and interchangeability challenges.

• Assist in customer meetings, site visits, and presentations that require in-depth technical expertise.

• Lead, mentor, and develop the regional Technical Support team.

• Execute training, certification, and mentoring programs for FSEs and support engineers.

• Encourage knowledge transfer and collaboration across teams, functions, and countries.

• Utilize data analytics to enhance FTFR, MTTR, and case closure cycle time.

• Advocate for digital tools and remote diagnostic solutions.

• Propel continuous improvement initiatives aimed at service productivity, reliability, and customer value.

⛳️ Requirements

• Bachelor’s or Master’s degree in engineering (Electrical, Controls, or related field).

• 12+ years of experience in technical services, field engineering, or product support.

• Experience preferably in the energy or industrial sectors.

• Demonstrated success in managing regional or cross-country technical teams.

• Proficiency in failure analysis, troubleshooting, and managing technical escalations.

• Familiarity with GE Vernova systems and tools such as ServiceMax, Salesforce, and technical knowledge systems is preferred.

• Excellent communication and stakeholder management skills across diverse cultures.

• Willingness to travel regionally (30–40%).

• Technical expertise in Medium Voltage Power Systems and Variable Frequency Drives (VFDs).

🏝️ Benefits

• Relocation Assistance Provided: Yes.

• Regional travel opportunity (30–40%).