Lead Technical Support Specialist

Job Description Summary

The 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 & Responsibilities

• Engineering-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 Qualifications

• Education: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 Characteristics

• Hands-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 offers a great work…