Technical Support Leader

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., 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.

At GE Vernova, we believe in rewarding excellence and supporting personal growth. You can expect

+ 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