APAC Technical Support Leader

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.

• Handle technical escalations and facilitate prompt resolutions in collaboration with Product Line, Engineering, and Global Technical teams.

• Ensure that root cause analyses and corrective measures are implemented and communicated effectively.

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

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

• Develop and enhance the knowledge base by integrating field learnings and best practices.

• Align regional support efforts with the overarching global service strategy.

• Provide valuable field feedback to Engineering and Product Line for improvements in reliability and design.

• Serve as the technical liaison to customers for escalated or complex issues.

• Assist with parts identification, obsolescence issues, and interchangeability solutions.

• Support customer engagements, site visits, and technical presentations.

• Lead, mentor, and nurture a diverse Technical Support team across the region.

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

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

• Leverage data analytics to optimize FTFR, MTTR, and case closure cycle times.

• Advocate for digital tools and remote diagnostic solutions.

• Drive continuous improvement initiatives to enhance service productivity, reliability, and customer satisfaction.

⛳️ Requirements

• Bachelor's or Master's degree in engineering (Electrical, Controls, or a related discipline).

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

• Preferably experience within the energy or industrial sectors.

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

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

• In-depth knowledge of Medium Voltage Power Systems and Variable Frequency Drives (VFDs).

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

• Strong communication and stakeholder management skills across diverse cultures.

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

🏝️ Benefits

• Relocation Assistance Provided.

• Opportunity for regional travel (30–40%).

• Remote work arrangement.