Technical Support Leader
GE Vernova’s Power Conversion and Storage business provides electrification systems that are critical to customers’ power and energy needs for their high-performance applications. We work with some of the world’s major energy, maritime and industrial organizations, helping to enable a transition to energy efficiency and decarbonization, including through our specialist motors, drives and control technologies.
Job Description
Role Summary: GE Vernova is seeking a Technical Support Leader to steer and supervise a UK-based Technical support organisation that provides first-level engineering support and technical leadership for our installed fleet. You will partner closely with the Fleet Manager to solve customer problems, lead day-to-day support operations (L1/L2/L3), manage 24/7 duty coverage through the team rota, and drive reliability and continuous improvement across electric propulsion systems, power electronics, and rotating machines. The role combines strategic direction-setting, 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 in service‑related customer meetings; 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) – UK Focus
* BEng/MEng (or equivalent) in Electrical/Power/Electronic Engineering, Controls/Automation, or a related discipline; OR HNC/HND (or equivalent) with substantial relevant experience. Advanced Apprenticeship (Level 3/4/5) with strong track record 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, 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 + UK bank holidays.
* Generous employer pension contribution.
* Private medical insurance, life.
Relocation Assistance Provided: No
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Information Technology
Industries
* Electric Power Generation
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