Job Summary
GE Vernova Technical Support Leader (UK) – Lead a UK‑based Technical Support team that delivers first‑level engineering support and technical leadership for our installed fleet. Partner closely with the Fleet Manager to solve customer problems, manage day‑to‑day support operations (L1/L2/L3), coordinate 24/7 duty coverage, and drive reliability and continuous improvement across electric propulsion systems, power electronics, and rotating machines. The role combines strategic direction, hands‑on technical guidance, and cross‑functional coordination with Engineering, Field Services, Product, and suppliers.
Key Responsibilities
Leadership, Strategy and Team Development
* Define strategic direction, goals and priorities for the technical support team; translate strategy into clear objectives and plans.
* Organise team activity and balance workload distribution.
* Recruit, develop and mentor engineers; identify skill gaps and implement development plans and certification paths.
* Build a customer‑centric, safety‑first culture with strong ownership, transparency and continuous learning.
Customer and Technical Support Operations
* Provide first‑level engineering guidance to support the Fleet Manager in resolving customer issues across the installed base.
* Lead L1/L2/L3 support delivery, including case triage, prioritisation and escalations; ensure ticket hygiene and clear communications.
* Coordinate major incident response, executive updates and post‑incident reviews; ensure duty rota and escalation paths are in place.
* Manage the 24/7 marine/industry duty rota and schedule to ensure robust coverage and rapid response.
* Act as technical contact at service‑related customer meetings and serve as a trusted advisor to maximise customer value.
* Participate in meetings at client sites across the UK or via teleconference.
* Coordinate with external suppliers and partners for complex troubleshooting, defect resolution and component reliability.
* Support and collaborate with Engineering on small‑project development and design‑for‑supportability improvements.
* Organise and lead debriefs upon intervention closure; capture and act on lessons learned to drive repeatable excellence.
Quality, Reliability and Continuous Improvement
* Analyse repetitive issues; lead and participate in root cause analysis (RCA) and support the CTC process to increase product reliability.
* Embed lessons learned into knowledge bases, troubleshooting guides and standard work/runbooks.
Cross‑Functional Collaboration
* Partner with Engineering for defect triage, patch planning, product reliability and post‑RCA actions.
* Collaborate with Product Management on roadmap feedback, serviceability features and Voice of Customer insights.
* Align with Field Services, Projects and Commercial teams on installations, commissioning and service contracts.
Qualifications (Required)
* BEng/MEng (or equivalent) in Electrical/Power/Electronic Engineering, Controls/Automation or related discipline; OR HNC/HND with substantial relevant experience. Advanced Apprenticeship (Level 3/4/5) with a strong track record is also considered.
* Significant experience (typically 5+ years) in technical/customer support for industrial or energy technologies, including 2+ years leading teams, or 10+ years in account management or service engineering. Previous hands‑on experience in a technical support or service role (e.g. frontline L1/L2 support or Field Service).
* Proven track record managing support operations with SLAs, escalations and major incident response in 24/7 environments.
* Strong troubleshooting skills across electric propulsion, power electronics, drives/inverters, rotating machines or marine automation systems.
* Practical knowledge of ITIL processes; experience with ticketing/CRM tools (e.g. ServiceNow, Salesforce) and remote monitoring/diagnostics.
* Excellent stakeholder communication, including concise incident updates, RCA reports and executive briefings.
* Right to work in the UK.
* Full UK driving licence and willingness to travel across the UK.
Qualifications (Preferred)
* Experience in marine/industrial applications, propulsion systems, grid and protection, SCADA/EMS/DMS or industrial cybersecurity.
* Formal ITIL certification (Foundation or higher).
* Familiarity with UK and international quality/security frameworks (ISO 9001, ISO 27001) and safe systems of work/permit to work on UK industrial sites.
* Supplier/partner management experience, including spares strategy and service contracts.
* Security clearance eligibility (BPSS/SC) for work on defence‑related or high‑security customer sites, if required by contracts.
* Data analysis and reporting skills; comfort with KPI dashboards and continuous improvement methods.
KPIs and Success Measures
* Responsiveness: time to accept and close a case; cases per team member.
* Reliability and quality: recurrence rate of resolved issues; on‑time closure of RCA/CTC actions; reduction in repeat incidents.
* Operational excellence: ticket hygiene, on‑time completion of debriefs, utilisation and coverage for 24/7 rota.
Work Environment and Conditions
* Hybrid working (home and UK office); travel across the UK to customer sites, test facilities or GE Vernova locations.
* Role manages a 24/7 duty rota to ensure customer coverage; personal on‑call participation is not required.
* Scope and product coverage aligned with GE Vernova Power Conversion’s marine and industry portfolio.
Benefits
* The opportunity to work on high‑impact, nationally significant programmes.
* Hybrid working and a flexible approach to work‑life balance.
* Competitive salary and performance‑based compensation.
* 26 days of annual leave plus UK bank holidays.
* Generous employer pension contribution.
* Private medical insurance and life insurance.
* Relocation assistance: No.
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