Lead CIC Customer Support Manager - Technical Support

GE Vernova is seeking an experienced and customer-focused Technical Support Manager to lead the North America Level 2 Technical Support team within their Grid Automation business. This role involves overseeing technical support functions, ensuring exceptional post-sales service delivery, and fostering a cohesive team culture that enhances customer satisfaction and operational performance.

Responsibilities:

• Lead and develop the CIC L2 Technical Support team (Wireless and Optical), fostering collaboration between the Rochester, Vancouver and Markham sites
• Coach, mentor, and grow technical specialists to enhance product knowledge, troubleshooting discipline, and professional communication
• Establish team goals aligned with regional and global service objectives, promoting ownership and accountability
• Conduct regular 1:1s, performance reviews, and knowledge-sharing sessions to sustain engagement and capability growth
• Oversee day-to-day case operations, ensuring SLA adherence, consistent quality, and proactive issue resolution
• Drive best-in-class case management practices, leveraging Salesforce (SFDC), Phone System/Voice analytics, and dashboard metrics
• Coordinate escalations with L3/L4 Engineering and Product Line teams to ensure thorough root-cause analysis and corrective actions
• Champion continuous improvement in tools, processes, and documentation, including knowledge base content and training assets
• Guide lab replication and validation activities to accelerate resolution of complex field issues
• Serve as the primary interface between Technical Support, Product Line, and Engineering teams to surface field trends and systemic issues
• Collaborate with Product Management to influence new product introduction (NPI) readiness, technical documentation, and support enablement
• Partner with Quality and Commercial Operations to track and communicate customer experience metrics (CEI, CSAT, NPS)
• Contribute to strategic initiatives improving case prioritization, workflow automation (GridBot, Salesforce integration), and regional standardization
• Act as a senior escalation point for key customer cases in both Wireless and Optical domains
• Review and present case summaries, performance metrics, and root-cause findings to internal and external stakeholders
• Ensure timely and transparent communication to customers during critical or high-impact incidents
• Promote a strong Voice-of-Customer (VOC) culture, driving systemic changes based on feedback from utilities, partners, and OEM clients

Requirements:

• Bachelor's Degree in Electrical Engineering, Computer Engineering, or related technical discipline or equivalent work experience
• Minimum 5 years of experience in communications systems, networking, or substation automation, including technical support or field operations
• Proven leadership or supervisory experience within a technical or customer-facing support environment
• Strong understanding of wireless and optical communications technologies, including IP networking, LTE/5G, SONET/SDH, MPLS-TP, or Ethernet
• Experience managing distributed teams across multiple sites and remote resources or product lines
• Demonstrate ability to drive process improvement and deliver measurable performance outcomes
• Excellent interpersonal, communication, and organizational skills, with the ability to influence across functions and geographies
• Familiarity with GE Lentronics and GE MDS (or comparable industrial networking and communications systems)
• Working knowledge of Salesforce CRM and customer analytics/reporting tools
• Certifications such as CCNA, CCNP, or PMP are an asset
• Strong analytical mindset with the ability to balance technical problem-solving and customer satisfaction
• Adaptable to changing priorities and comfortable leading through ambiguity
• Passion for coaching and building high-performing, customer-centric technical teams