{"id":166514,"url":"https://alion.io/job/ge-vernova-apac-technical-support-leader","title":"APAC Technical Support Leader","company":{"id":6165,"name":"GE Vernova","domain":"gevernova.com","url":"https://alion.io/company/ge-vernova","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":388,"ghost_share":0.003,"stale_share":0.668,"repost_share":0.031,"time_to_fill_p50_days":27,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Kuala Lumpur, Malaysia","Sydney, Australia","Singapore"],"countries":["MY","AU","SG"],"hiring_countries":["CN","IN","JP","AU","ID","MY","NZ","PK","PH","KR","TW","TH","VN","AS","BD","BT","BN","KH","CK","TL","FJ","PF","GU","KI","LA","MV","MH","FM","MN","NR","NP","NC","NU","NF","MP","PW","PG","PN","WS","SB"],"hiring_countries_total":49,"salary":null,"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-17T00:00:00Z","employer_posted_date":"2026-08-17","last_verified_at":"2026-10-27T06:41:12Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":71},"description":"Job Description Summary\nThe 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\nThis role can be based in APAC.\nCore Focus\nWe are seeking a high-caliber technical leader with deep domain expertise in Medium Voltage Power Systems and Variable Frequency Drives (VFDs). You will lead the APAC technical support strategy, ensuring our complex power electronics and automation assets perform at peak reliability. You are the technical authority for regional escalations, bridging the gap between field challenges and engineering design.\nKey Responsibilities\nTechnical Support & Escalation Management\nLead the APAC Technical Support team in delivering real-time support to SAMs, SPMs, FSEs, Parts, and Customers.\nManage technical escalations, driving timely resolution in collaboration with Product Line, Engineering, and Global Technical teams.\nEnsure root cause analysis (RCA) and corrective actions are executed and shared to prevent repeat issues.\nUphold safety, compliance, and quality standards in all technical interventions.\nRegional Alignment & Knowledge Management\nDrive standardization of troubleshooting guides, tools, and processes across APAC.\nBuild and expand the knowledge base to capture field learnings and best practices.\nPartner with Global Technical Support Leaders to ensure regional alignment with global service strategy.\nProvide structured field feedback to Engineering and Product Line for reliability and design improvements.\nCustomer & Field Engagement\nAct as the technical interface to customers on escalated or complex cases.\nPartner with Regional Parts and Services teams to resolve parts identification, obsolescence, and interchangeability issues.\nSupport customer meetings, site visits, and presentations requiring deep technical expertise.\nTalent Development & Leadership\nLead, coach, and develop a diverse regional Technical Support team.\nImplement structured training, certification, and mentoring programs for FSEs and support engineers.\nPromote knowledge transfer and collaboration across teams, functions, and countries.\nContinuous Improvement & Innovation\nLeverage data analytics to improve First-Time Fix Rate (FTFR), Mean Time to Resolution (MTTR), and case closure cycle time.\nChampion digital tools and remote diagnostic solutions to increase service efficiency.\nIdentify and drive continuous improvement initiatives to enhance service productivity, reliability, and customer value.\nGE Vernova Ways in Action\nInnovation: Drive adoption of digital solutions, remote diagnostics, and new service models to better support customers.\nLean: Simplify technical support workflows, eliminate waste, and standardize tools across the region.\nCustomer: Act as the trusted technical partner, ensuring timely, transparent, and high-quality support.\nOne Team: Creates collaboration across FSEs, Parts, Engineering, Product Line, and global peers to deliver as a united GE Vernova team.\nAccountability: Take ownership for escalations and outcomes, ensuring commitments to customers and stakeholders are met.\nKey Metrics / Success Measures\nCustomer Satisfaction / NPS improvement in technical responsiveness and resolution quality.\nEscalation Response Time & MTTR - reduction in average resolution time.\n First-Time Fix Rate (FTFR) improvements across APAC.\nKnowledge Base Utilization & Contributions - adoption of published solutions.\nTraining & Certification Coverage - % of FSEs and Technical Support Engineers certified.\nField Feedback Impact - measurable influence on product and design improvements.\nQualifications & Experience\nBachelor’s or Master’s degree in engineering (Electrical, Controls, or related field).\n12+ years’ experience in technical services, field engineering, or product support, preferably in energy or industrial sectors.\nProven track record in managing regional or cross-country technical teams.\nExpertise in failure analysis, troubleshooting, and technical escalation management.\nFamiliarity with GE Vernova systems and tools (e.g., ServiceMax, Salesforce, technical knowledge systems) preferred.\nStrong communication and stakeholder management skills across cultures.\nWillingness to travel regionally (30-40%).\nKey Competencies\nTechnical depth & problem-solving\nInfluencing & stakeholder engagement\nCoaching & developing technical talent\nEscalation management under pressure\nCollaboration across functions and regions\nData-driven improvement mindset\nAdditional Information\nRelocation Assistance Provided: Yes\n#LI-Remote - This is a remote position","description_format":"text","description_chars":5142,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Mentoring programs","Relocation assistance"],"hiring_locations":[{"name":"China","iso":"CN","kind":"region"},{"name":"India","iso":"IN","kind":"region"},{"name":"Japan","iso":"JP","kind":"region"},{"name":"Australia","iso":"AU","kind":"region"},{"name":"Indonesia","iso":"ID","kind":"region"},{"name":"Malaysia","iso":"MY","kind":"region"},{"name":"New Zealand","iso":"NZ","kind":"region"},{"name":"Pakistan","iso":"PK","kind":"region"},{"name":"Philippines","iso":"PH","kind":"region"},{"name":"South 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