Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
About the role
- APAC Technical Support Leader responsible for leading technical support across Asia Pacific region. Driving improvements and managing escalations to enhance customer satisfaction.
Responsibilities
- 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.
- Act as the technical interface to customers on escalated or complex cases.
- Lead, coach, and develop a diverse regional Technical Support team.
- Leverage data analytics to improve First-Time Fix Rate (FTFR), Mean Time to Resolution (MTTR), and case closure cycle time.
Requirements
- 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%).
Benefits
- Relocation Assistance Provided: Yes
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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