Hardware Customer Support Manager

GE Vernova; Markham; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading company in electric power generation seeks a Hardware Customer Support Manager to oversee advanced technical support and team performance. This mid-senior level role involves managing customer requests, driving investigations, and collaborating with various teams to optimize product portfolios. The ideal candidate will possess a Bachelor's degree in Electrical Engineering and have significant experience in the grid solutions industry, along with strong communication and analytical skills.

Qualifications

• At least 7 years in grid solutions industry.
• Willingness to travel globally up to 25%.

Responsibilities

• Provide advanced technical support on all GA PAC products.
• Manage team performance based on KPIs.
• Drive hardware defect investigations to conclusion.

Skills

Communication

Analytical Skills

Mentoring

Customer Focus

Strategic Thinking

Tactical Thinking

Education

Bachelor’s degree in Electrical Engineering

Job description

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Job Description Summary

The Grid Automation Center of Excellence (CoE) is responsible for the overall after sales support process and function at GA level and the global center of excellence team at PL level, to develop best practices on Customer Support, and lead the Product Lines to achieve strategic objectives defined for GA business.

Responsibilities

1. Provide advanced technical support on all GA PAC products, covering both pre-sales and post-sales tasks.
2. Manage team performance based on KPIs.
3. Resolve customer requests and complaints related to Hardware investigations and prepare customer communication such as Technical reports.
4. Participate in customer meetings or site visits, lead strategic project task-forces.
5. Create test setups, conduct tests, and perform Root Cause Analysis activities.
6. Drive hardware defect investigations to conclusion and develop solutions in collaboration with R&D.
7. Support the Global Repairs team in complex investigations.
8. Interface with various Quality teams and support PQIM activities.
9. Develop and optimize product portfolios, and prepare guidance documents.
10. Lead and support product homologation and perform related tests.
11. Contribute to customer events and collaborate with R&D on product evolution.
12. Maintain awareness of GA efforts to ensure quality and resource responsiveness.
13. Develop team expertise in protection applications.
14. Participate in industry committees and influence technology evolution.
15. Work with PL teams on standards and technology integration.
16. Conduct team performance reviews, promote professional growth, and ensure compliance.
17. Present and demonstrate technology solutions to customers.
18. Ensure activities comply with health and safety guidelines.

Minimum Qualifications

• Bachelor’s degree in Electrical Engineering
• At least 7 years in grid solutions industry
• Willingness to travel globally up to 25%

Additional Requirements

• Legal authorization to work in Canada
• Successful background check

Desired Characteristics

• Deep understanding of protection applications across grid segments
• Fluent in English; additional languages a plus
• Experience leading technical projects in grid automation
• Mentoring and coaching skills
• Excellent communication and customer focus
• Strategic and tactical thinking
• Strong analytical skills, Six Sigma/Lean knowledge
• Ability to manage multiple projects and maintain good relationships

Additional Information

Relocation Assistance Provided: No

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Electric Power Generation