Lead Technical Support Specialist

Lead Technical Support SpecialistThe Lead Technical Support Specialist delivers high-level, engineering-grade support to GE Vernova's global customers within the Software & Controls Solutions (SCS) business. As a primary technical expert for our Remote Diagnostic Services (RDS) team, you will be providing contractual technical support for both our RDS & Tech Support (TSA) contracts. You are at the forefront of our mission: providing rapid, high-impact technical intervention to keep our global fleet operational. By leveraging our Remote Services Gateway (RSG), you will provide the immediate, real-time troubleshooting and operational guidance that defines our 24/7 service commitment. This role acts as a critical technical bridge between our end-customers and internal cross-functional teams, combining deep expertise in power generation control systems—specifically MKVIe, EX2100, and LS2100—with an unwavering focus on diagnostic urgency and service delivery.Roles & ResponsibilitiesEngineering-Level Diagnostics & Resolution: Provide advanced diagnostics for GE Vernova Control Systems (MKVIe, EX2100e/EX2100, and LS2100e/LS2100) via secure remote connectivity. Leverage the Remote Service Gateway (RSG) to analyze live HMI data and drive high-complexity issues to rapid resolution for both RDS and TSA contracts.Customer Engagement: Serve as a trusted technical interface for global customers and regional teams, maintaining professional communication and delivering clear operational guidance during high-urgency events.Performance Accountability: Take personal ownership of individual case metrics and KPIs, ensuring your technical output consistently aligns with our global 24/7 responsiveness standards.Process, Documentation & Improvement: Own and refine technical documentation (Work Instructions) while proactively identifying and implementing Lean improvement to increase remote resolution velocity.Technical Knowledge Sharing: Act as a technical resource for the team by facilitating knowledge-sharing, providing peer-to-peer coaching to elevate collective expertise.Cross-Functional Technical Bridge: Serve as a technical conduit between RDS and adjacent functions (M&D, Engineering, Commercial).Required QualificationsEducation: Bachelor's Degree in Electrical Engineering, Controls Engineering, Automation, or a related technical discipline from an accredited institution.Technical Experience: Minimum of 5 years of professional experience in power generation control systems.Product Knowledge: Hands-on experience with GE Vernova MKVIe Controls, Excitation systems (EX2100e/EX2100), and static starter systems (LS2100e/LS2100).Remote Troubleshooting: Proven experience troubleshooting complex control system issues in remote support environments.Availability: Ability to participate in a global coverage rotation to support 24/7 service delivery commitments.Desired CharacteristicsHands-on Depth: Background in heavy-duty gas & steam operations, HMI, networking, and generator protection.Remote Competency: Proficiency in leveraging diagnostic tools and secure remote connectivity (e.g., RSG) to resolve issues without physical presence.Lean Mindset: Demonstrated success in identifying process gaps and implementing technical Work Instructions (WIs) or diagnostic improvements.Collaboration: Experience working within a global matrix organization; ability to partner across M&D, Engineering, and Commercial functions.Adaptability: Self-motivated and capable of managing multiple high-priority cases while remaining flexible to shifting operational demands.Technical Proficiency: Familiarity with industrial communication protocols (Modbus, OPC, TCP/IP) and cybersecurity standards. GE Vernova