Job Description Summary
We are seeking an experienced Regional Customer Support Director for the GE Vernova Electrification Software business in EMEA, responsible for leading customer support operations across Europe and MENAT.
This role leads regional teams and strategic service partners to deliver reliable, high quality support for mission critical grid software solutions, ensuring operational excellence and strong customer satisfaction.
Job Description
GE Vernova’s Electrification Software business delivers digital solutions that help utilities and grid operators plan, operate, and maintain reliable electric transmission and distribution networks.
This role oversees customer support for all Electrification Software transmission and distribution solutions, including grid operations, asset performance, data and analytics, and planning applications. These products support customers’ live, production‑critical environments, making support quality and responsiveness essential.
Key Responsibilities:
- Lead and manage regional customer support delivery across the EMEA grid software business, ensuring service levels, quality standards, and customer satisfaction targets are met.
- Act as the escalation point for complex or critical customer issues, particularly those impacting customer production systems.
- Partner with regional and global leadership to align support strategies with broader grid software and services objectives.
- Monitor and manage support backlogs, aging cases, and response performance to ensure operational stability.
- Analyze support performance metrics, identify trends, and implement data‑driven improvements.
- Ensure a consistent customer experience across all support touchpoints.
- Collaborate closely with Product, Engineering, Professional Services, and Customer Success teams to share customer feedback and influence product and service improvements.
- Drive knowledge sharing, process standardization, and best‑practice adoption across internal teams and partner resources.
- Own supplier and vendor relationship management, including performance monitoring, SLA adherence, contractual governance, and continuous improvement initiatives.
- Contribute to resource planning, budgeting, and supplier governance processes.
Essential Qualifications:
- Proven experience leading customer support or service delivery functions within a technology or enterprise software environment.
- Experience leading geographically distributed teams across multiple countries, cultures, and time zones.
- Strong track record of managing third‑party service providers or strategic delivery partners, including SLAs, KPIs, and contract performance.
- Deep understanding of customer support operations, service delivery models, and customer satisfaction metrics.
- Experience working with enterprise support tools and reporting platforms (e.g. ServiceNow or similar systems).
Desired Traits:
- Strong leadership presence with the ability to guide teams through high‑pressure, customer‑critical situations.
- Excellent communication, negotiation, and stakeholder‑management skills.
- Strategic mindset with the ability to balance operational execution and long‑term improvement initiatives.
- Proactive, accountable, and results‑driven.
- Comfortable operating in complex, fast‑paced, and evolving environments.
- Strong analytical and problem‑solving skills with a continuous‑improvement mindset.
- Collaborative leadership style with the ability to foster team cohesion across geographies.
What We Offer:
- A senior leadership role at GE Vernova, a company with over 130 years of legacy, responsible for generating 25% of the world’s electricity and driving the future of electrification, grid modernization, AI, and renewable energy.
- Ownership of a region‑wide customer support organization for enterprise, mission‑critical software used by utilities and grid operators.
- Competitive senior-level compensation with a flexible benefits program, allowing employees to tailor benefits to their own needs.
- Comprehensive private medical coverage (including family cover), defined‑contribution pension with flexible contribution options, life assurance, and income protection.
- 26 days of annual leave, with the option to buy or sell additional days.
- Company car or cash allowance, plus access to wellbeing, lifestyle, and employee support programs.
- Flexible working arrangements, with the role open to candidates based in the UK and working remotely or from a GE Vernova office.
Additional Information
Relocation Assistance Provided: Yes
#LI-Remote - This is a remote position