Support Engineer providing high - quality technical support via email, phone, and live communication for Secomea customers. Collaborating with colleagues to improve service and customer experience.
About the role
- Technical Support Leader for GE Vernova’s Power Conversion business, guiding a technical support team and enhancing customer value. Overseeing support operations and collaborating with engineering for optimal solutions.
Responsibilities
- Define strategic direction, goals, and priorities for the technical support team; translate strategy into clear objectives and plans
- Build a customer-centric, safety-first culture with strong ownership, transparency, and continuous learning
- Provide first-level engineering guidance to support the Fleet Manager in resolving customer issues across the installed base
- Lead L1/L2/L3 support delivery, including case triage, prioritisation, and escalations; ensure ticket hygiene and clear communications
- Manage the 24/7 marine/industry duty rota and schedule to ensure robust coverage and rapid response
- Act as technical contact in service-related customer meetings; serve as a trusted advisor to maximise customer value
- Participate in meetings at client sites across the UK or via teleconference
- Organise and lead debriefs upon intervention closure; capture and act on lessons learned to drive repeatable excellence
- Partner with Engineering for defect triage, patch planning, product reliability, and post-RCA actions.
Requirements
- BEng/MEng (or equivalent) in Electrical/Power/Electronic Engineering, Controls/Automation, or a related discipline; OR HNC/HND (or equivalent) with substantial relevant experience
- Significant experience (typically 5+ years) in technical/customer support for industrial or energy technologies, including 2+ years leading teams, or 10+ years in account management, service engineering
- Previous hands-on experience in a technical support or service role (e.g., frontline L1/L2 support or Field Service)
- Proven track record managing support operations with SLAs, escalations, and major incident response in 24/7 environments
- Strong troubleshooting skills across electric propulsion, power electronics, drives/inverters, rotating machines or marine automation systems
- Practical knowledge of ITIL processes; experience with ticketing/CRM tools (e.g., ServiceNow, Salesforce) and remote monitoring/diagnostics
- Excellent stakeholder communication, including concise incident updates, RCA reports, and executive briefings
- Right to work in the UK.
- Full UK driving licence and willingness to travel across the UK.
Benefits
- Competitive salary and performance-based compensation
- 26 days of annual leave + UK bank holidays
- Generous employer pension contribution
- Private medical insurance
- Life insurance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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