Technical Support Leader

Overview

Lead UK technical support for GE Vernova's power conversion fleet.

Key Responsibilities

• incident response
• root cause
• support delivery
• defect triage
• duty rota
• engineering guidance

Tasks

-Coordinate major incident response, executive updates, and post-incident reviews; ensure duty rota and escalation paths are in place. -Role manages a 24/7 duty rota to ensure customer coverage; personal on-call participation is not required. -Participate in meetings at client sites across the UK or via teleconference. -Collaborate with Product Management on roadmap feedback, serviceability features, and Voice of Customer insights. -Define strategic direction, goals, and priorities for the technical support team; translate strategy into clear objectives and plans. -Act as technical contact in service-related customer meetings; serve as a trusted advisor to maximise customer value. -Analyse repetitive issues; lead and participate in root cause analysis (RCA) and support the CTC process to increase product reliability. -Align with Field Services, Projects, and Commercial teams on installations, commissioning, and service contracts. -Provide first-level engineering guidance to support the Fleet Manager in resolving customer issues across the installed base. -Manage the 24/7 marine/industry duty rota and schedule to ensure robust coverage and rapid response. -Coordinate with external suppliers and partners for complex troubleshooting, defect resolution, and component reliability. -Recruit, develop, and mentor engineers; identify skill gaps and implement development plans and certification paths. -Organise team activity and balance workload distribution. -Organise and lead debriefs upon intervention closure; capture and act on lessons learned to drive repeatable excellence. -Build a customer-centric, safety-first culture with strong ownership, transparency, and continuous learning. -Support and collaborate with Engineering on small-project development and design-for-supportability improvements. -Lead L1/L2/L3 support delivery, including case triage, prioritisation, and escalations; ensure ticket hygiene and clear communications. -Partner with Engineering for defect triage, patch planning, product reliability, and post-RCA actions.

Requirements

• itil
• servicenow
• beng/meng
• scada
• troubleshooting
• data analysis

What You Bring

-Proven track record managing support operations with SLAs, escalations, and major incident response in 24/7 environments. -Experience in marine/industrial applications, propulsion systems, grid and protection, SCADA/EMS/DMS, or industrial cybersecurity. -Excellent stakeholder communication, including concise incident updates, RCA reports, and executive briefings. -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). -Embed lessons learned into knowledge bases, troubleshooting guides, and standard work/runbooks. -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. -Full UK driving licence and willingness to travel across the UK. -Operational excellence: ticket hygiene, on-time completion of debriefs, utilisation and coverage for 24/7 rota. -Right to work in the UK. -Supplier/partner management experience, including spares strategy and service contracts. -Strong troubleshooting skills across electric propulsion, power electronics, drives/inverters, rotating machines or marine automation systems. -Data analysis and reporting skills; comfort with KPI dashboards and continuous improvement methods. -Hybrid working (home and UK office); travel across the UK to customer sites, test facilities, or GE Vernova locations. -Familiarity with UK and international quality/security frameworks (ISO 9001, ISO 27001) and safe systems of work/permit to work on UK industrial sites. -Security clearance eligibility (BPSS/SC) for work on defence-related or high-security customer sites, if required by contracts. -Formal ITIL certification (Foundation or higher). -Practical knowledge of ITIL processes; experience with ticketing/CRM tools (e.g., ServiceNow, Salesforce) and remote monitoring/diagnostics. -Responsiveness: time to accept and close a case; cases per team member.

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Benefits

-Private medical insurance, life -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.

About Ge Vernova

-Traces roots back to Edison and Alstom, merging power, renewable, digital & financial wings. -Headquartered in Cambridge, MA, crafts large-scale gas turbines, SMRs, wind turbines, hydro and grid tech to fuel economies. -On the nuclear front, advancing small modular reactors (like BWRX‑300) in partnership with utilities and supporting semiconductor projects. -Wind prowess spans onshore, offshore and blade making—with key sites like Dogger Bank offshore and blade plants in Spain. -Electrification arm tackles grid stability: HVDC, transformers, storage, conversion, plus GridOS software powering smarter infrastructure. -Weaves finance and consulting through energy-infrastructure investments, funding solar farms to pipelines via GE Energy Financial Services.

Sector Specialisms