Lead CIC Customer Support Manager - Technical Support

Job Description Summary

We are seeking an experienced and customer-focused Technical Support Manager (CIC) to lead and develop the North America Level 2 Technical Support team within GE Vernova's Grid Automation business.

This leadership role oversees both Wireless and Optical technical support functions, ensuring exceptional post-sales service delivery across a growing portfolio of industrial networking, wireless, and fibre-optic communication systems used in mission-critical utility and infrastructure applications.
The successful candidate will build a cohesive team culture that blends technical depth with customer empathy, drive operational performance, and partner cross-functionally with Product Management, Quality, Engineering, and Regional Sales teams to improve responsiveness, reliability, and customer satisfaction.

Job Description

Key Responsibilities

Leadership & Team Development

• 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.

• 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.

• Ability and willingness to travel up to 25% for customer meetings, training, and internal collaboration between Rochester and Markham locations.