Lead Technical Support Specialist

Roles & Responsibilities

• 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.
• Serve as a trusted technical interface for global customers and regional teams, maintaining professional communication and delivering clear operational guidance during high-urgency events.
• Take personal ownership of individual case metrics and KPIs, ensuring your technical output consistently aligns with our global 24/7 responsiveness standards.
• Own and refine technical documentation (Work Instructions) while proactively identifying and implementing Lean improvement to increase remote resolution velocity.
• Act as a technical resource for the team by facilitating knowledge-sharing, providing peer-to-peer coaching to elevate collective expertise.
• 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.