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. Operational & Technical Excellence 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. Cross-Functional Collaboration 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. Customer Engagement & Escalations 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. Required Qualifications 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. Desired Characteristics 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. Travel Requirement Ability and willingness to travel up to 25% for customer meetings, training, and internal collaboration between Rochester and Markham locations. For candidates applying to a Canadian-based position, the pay range for this position is between $ 93,300.00 - 116,700.00 - 140,000.00 CAD. The specific pay offered may be influenced by a variety of factors, including the candidate's experience, education, and skill set.

Bonus eligibility:

Yes This posting is for an existing vacancy

Additional Information Relocation Assistance Provided:

No #LI-Remote - This is a remote position