Technical Support Manager

Job Description Summary Highly experienced role responsible for managing and executing range of technical support activities on Protection & Control products amalgamated with case & process management for CEAP customers. Work with international R&D, Tech support & Quality teams across the region and factories in UK, Canada, Spain, India, maintaining business CEI KPIs, reporting to the GA Services Leader. Job Description

Essential Responsibilities

• An ALL-ROUND experienced engineer with key responsibilities including managing P&C tech support, associated process, quality issues, repairs, salesforce case management, achieving business KPIs delivering post sales support services & solutions to CEAP customers.  

• Expertise & Lead in utilizing customer case management tool – Salesforce, own & deliver the resolution of post-sales technical customer issue cases and maintain CEI KPIs for the region.

• Deliver local ANZ onsite, remote, technical support services to channel partners and end customers as required.

• Work with Services leader in managing, planning & delivery of post sales services, repair center activites at SG/INDO repair centers & associated process serving P&C customer base across the region.   

• Work with lead engineers to support Singapore and Indonesia repair centers, maintain spare inventory, plan & conduct local relay repairs as required.

• Local and regional product expert to support customers and channel partners in their planning, execution, product training and services support.

• Work with local project teams to support and provide P&C expertise as required.

• Work with & support an international team of GE VERNOVA P&C factory tech/quality/pm teams based in UK, Canada & India related to product services, troubleshooting, quotes, product quality improvement, customer feedback and sales.

• Provide necessary technical details and improvement recommendations to R&D, Quality teams for product and process improvements.

• Maintain accurate and traceable records on works completed and prepare regular reports as and when required.

• Prepare quarterly back-charge reports for factories for warranty work completed including Advance Replacements.

• Maintain high standard in quality of work, environment, health and safety at work, including working nearby HV/LV equipment.

• Engage with the customer promoting different service offerings, product range and provide full pre/post-sales support to the sales team whenever required.

• Communicate technical support details, project milestones, time & service history sheets, quality & tools/equipment requirements to the service leader.

Qualifications/Requirements

• Degree in Engineering from an accredited university. Major in Electrical [Power] is preferred.

• Minimum 10 years of experience in power system protection, automation and control relay applications, technical support and services.

• Expertise in GE Vernova-Grid Automation P&C product line and servicing protection relays is a must.

• Australian citizen or resident, proficient in both spoken and written English.

• Expertise in operating computers, Windows, MS Office tools and other related computer hardware/software configuration with understanding of communication protocols and techniques.

• Strong interpersonal skills supported by strong analytical, troubleshooting and problem-solving skills.

• Able to travel extensively for factory/site testing activities

• Able to work under pressure and meet deadlines

As GE Vernova is a global organization, working across different time zones, and monitoring, reading and responding to contact outside normal working hours can be expected.

Additional Information

Relocation Assistance Provided: No