Lead Technical Support Specialist

Remote, CanadaRemoteFull TimeLead$89,300–$148,700 /yrPosted 12 days agoHidden Gem · Himalayas

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Role summary

Lead Technical Support Specialist will be highly technical, customer focused and self-motivated in providing technical support for GE Vernova customers. You will own the technical relationship with customers and be responsible for all activities of the case request from request creation to successful conclusion. Responsibilities include providing ongoing technical support and case management, investigating technical problems, reproducing issues, and interfacing with Product Line groups to drive customer issues to closure. The role also involves maintaining accurate records in CRM and ERP tools, preparing documentation, and maintaining a knowledge base. The specialist will assume ownership for tier 3 and 4 cases and participate in product line meetings. A minimum of 5 years of industry experience and 5 years in Monitoring & Diagnostics is required, along with an Engineering degree or Technologist Diploma. The position is remote and offers competitive compensation and benefits.

Job Description Summary

Job Description

Responsibilities:

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

Required Qualifications:

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.
Innovative thinker with the ability to set up equipment and reproduce customer reported issue
Flexible to work on-call, after hours support or modified hours of work to support customer specific situations

Desired Characteristics

Exceptional written/verbal communication skills
Must be a quick learner, with the ability to develop strong product knowledge rapidly
Ability to speak a second language is a plus
Experience working on complex technical issues with cross-functional teams
Self-starter with exceptional analytical/problem solving and time management skills
Ability to build consensus of cross-functional teams to achieve a positive outcome
Ability to prioritize and effectively handle multiple assignments while consistently meeting deadlines
Results-oriented problem solver with the ability to work well under pressure with customers and all levels of staff
Ability to clearly articulate and prioritize customer issues and solutions

Additional Information

GE Vernova offers a great work environment, professional development, challenging careers, and competitive compensation. GE Vernova is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Vernova will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable).

Relocation Assistance Provided: No

- This is a remote positionApplication Deadline: juillet 07, 2026For candidates applying to a U.S. based position, the pay range for this position is between $89 300,00 and $148 700,00. The Company pays a geographic differential of 110%, 120% or 130% of salary in certain areas. The specific pay offered may be influenced by a variety of factors, including the candidate’s experience, education, and skill set.Bonus eligibility: discretionary annual bonus.This posting is expected to remain open for at least seven days after it was posted on mai 29, 2026.Available benefits include medical, dental, vision, and prescription drug coverage; access to Health Coach from GE Vernova, a 24/7 nurse-based resource; and access to the Employee Assistance Program, providing 24/7 confidential assessment, counseling and referral services. Retirement benefits include the GE Vernova Retirement Savings Plan, a tax-advantaged 401(k) savings opportunity with company matching contributions and company retirement contributions, as well as access to Fidelity resources and financial planning consultants. Other benefits include tuition assistance, adoption assistance, paid parental leave, disability benefits, life insurance, 12 paid holidays, and permissive time off.GE Vernova Inc. or its affiliates (collectively or individually, “GE Vernova”) sponsor certain employee benefit plans or programs GE Vernova reserves the right to terminate, amend, suspend, replace, or modify its benefit plans and programs at any time and for any reason, in its sole discretion. No individual has a vested right to any benefit under a GE Vernova welfare benefit plan or program. This document does not create a contract of employment with any individual.

Originally posted on Himalayas

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