APAC Technical Support Leader

Role overview

This position leads the technical support function for the Asia Pacific region, making sure service teams, project teams, field engineers, parts specialists, and customers receive fast and dependable technical help. The role is focused on raising technical quality, creating consistency in how support is delivered, and building a stronger regional capability. It also acts as an important bridge between field operations, engineering, and product line teams, while supporting continuous improvement and customer satisfaction in line with GE Vernova Ways: Innovation, Lean, Customer, One Team, and Accountability.

Location and working arrangement

The role may be based in Malaysia, Singapore, or Sydney. It is a remote position.

Important notice

Immigration or work-pass support will not be provided for this position. Relocation assistance is also not available.

Technical support and escalation handling

• Direct the APAC technical support team in providing immediate assistance to SAMs, SPMs, FSEs, parts teams, and customers.
• Own technical escalations and work with product line, engineering, and global technical teams to close issues quickly.
• Make sure root-cause analysis and corrective actions are completed and communicated so the same problem does not recur.
• Maintain strong safety, compliance, and quality standards during all technical work.

Regional alignment and knowledge management

• Standardize troubleshooting methods, tools, and processes across the APAC region.
• Grow the knowledge base by capturing lessons learned from the field and documenting best practices.
• Work closely with global technical support leaders to keep the region aligned with overall service strategy.
• Share structured field feedback with engineering and product line teams to support reliability and design enhancements.

Customer and field engagement

• Serve as the technical point of contact for customers on complex or escalated cases.
• Coordinate with regional parts and services teams to resolve issues related to part identification, obsolescence, and interchangeability.
• Take part in customer meetings, site visits, and presentations that require strong technical expertise.

Talent development and leadership

• Lead, coach, and develop a varied regional technical support team.
• Set up structured training, certification, and mentoring programs for FSEs and support engineers.
• Encourage knowledge sharing and collaboration across teams, functions, and countries.

Continuous improvement and innovation

• Use data and analytics to improve First-Time Fix Rate, Mean Time to Resolution, and case closure cycle time.
• Promote digital tools and remote diagnostic solutions to improve service efficiency.
• Spot and drive improvement initiatives that increase productivity, reliability, and customer value.

GE Vernova ways in action

• Innovation: Support the adoption of digital tools, remote diagnostics, and newer service models.
• Lean: Simplify support workflows, remove waste, and standardize tools across the region.
• Customer: Act as a trusted technical partner delivering timely, open, and high-quality support.
• One Team: Foster collaboration across FSEs, parts, engineering, product line, and global teams.
• Accountability: Take ownership of escalations and outcomes, and ensure commitments are met.

Success measures

• Improvement in customer satisfaction / NPS through better responsiveness and resolution quality.
• Reduction in escalation response time and mean time to resolution.
• Better first-time fix rates across APAC.
• Higher use of the knowledge base and more published solution contributions.
• Greater training and certification coverage for FSEs and technical support engineers.
• Measurable field feedback impact on product and design improvements.

Qualifications and experience

• Bachelor’s or Master’s degree in engineering, preferably in Electrical, Controls, or a related discipline.
• At least 12 years of experience in technical services, field engineering, or product support, ideally in energy or industrial environments.
• Demonstrated success in managing regional or cross-country technical teams.
• Strong capability in failure analysis, troubleshooting, and technical escalation management.
• Exposure to GE Vernova systems and tools such as ServiceMax, Salesforce, or technical knowledge systems is preferred.
• Excellent communication and stakeholder management skills across different cultures.
• Willingness to travel regionally between 30% and 40%.

Core competencies

• Deep technical problem-solving ability.
• Strong influence and stakeholder engagement skills.
• Ability to coach and develop technical talent.
• Comfort handling escalations under pressure.
• Collaboration across functions and regions.
• Data-led mindset for continuous improvement.

Additional information

Relocation assistance is provided for this role, but immigration or employment pass support is not available.

This role is remote.