Lead Technical Support Specialist

Switzerland Global Enterprise

Lead Technical Support Specialist providing technical support for GE Vernova Monitoring & Diagnostics. Owning customer relationships and managing technical case activities from initiation to resolution.

Posted 6/3/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $89,300 - $148,700 per yearWebsite

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Hard Skills

technical supportcase managementproblem investigationissue reproductionrepair recommendationsdocumentation preparationknowledge database maintenancecustomer case summary preparationmetric reporting

Soft Skills

communicationownershipself-developmenttraining othersflexibility

Tools & Technologies

Salesforce.comServiceMaxSAPquality management toolscustomer relationship management toolsERP tools

Certifications & Qualifications

Engineering degreeTechnologist Diploma

Industry Keywords

Monitoring & DiagnosticsGE Vernova devicescase escalationnon-conformance processtier 1 supporttier 2 supporttier 3 supporttier 4 support

Tech Stack

Tools & technologies

ERPSFDC

About the role

Key responsibilities & impact

Provide ongoing technical support and case management daily through phone, email and other forms of communication
Investigate technical problems, reproduce issues as required, and interface with Product Line groups to drive customer issues to closure, in a timely manner and with a positive outcome
Provide recommendations for repairs, upgrades and part replacements
Maintain accurate records in the quality management, customer relationship management and ERP tools (Salesforce.com, ServiceMax, SAP etc.)
Identify training opportunities and assume ownership for self-development and training of others
Responsible for monitoring and reporting on cases escalated through the GA Non-conformance (ACT) process
Prepare documentation and maintain knowledge data base of technical tips and technical resolution outcomes
Maintain a status record and update critical case report of open issues for support level tier 1 and 2 cases
Assume ownership, follow-through and resolution responsibilities for tier 3 and 4 type cases residing with local team or with product line
Participate in product line meetings to present, update and drive resolution for open
Schedule, lead and prepare customer case summary and metric reports for review with customers on a regular basis

Requirements

What you’ll need

Engineering degree or Technologist Diploma and/or related work experience
Minimum 5 years of industry experience and 5 years in related field - Monitoring & Diagnostics
Very good knowledge of the GE Vernova Monitoring and Diagnostics devices
Ability to set up equipment and reproduce customer reported issues
Flexible to work on-call, after hours support or modified hours of work to support customer specific situations

Benefits

Comp & perks

Medical, dental, vision, and prescription drug coverage
Access to Health Coach from GE Vernova, a 24/7 nurse-based resource
Access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services
GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions
Access to Fidelity resources and financial planning consultants
Tuition assistance
Adoption assistance
Paid parental leave
Disability benefits
Life insurance
12 paid holidays
Permissive time off