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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading technical support teams across multiple product lines, with a strong focus on standardizing processes, implementing automation, and driving performance improvements. Proven ability to manage complex issues and influence cross-functional teams while ensuring alignment with quality management systems.
Highest-signal resume keywords
Technical Support LeadershipProcess StandardizationSalesforce Case ManagementRoot Cause Problem SolvingGlobal KPI Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingProblem SolvingCase ManagementData AnalysisProcess ImprovementAutomation ImplementationKnowledge ManagementEscalation ManagementCross-Functional Collaboration
Soft Skills
Strong CommunicationInfluencing SkillsDecision-MakingPrioritizationLeadership
Tools & Technologies
SalesforceJIRAAnalytics PlatformsKnowledge Base SystemsTicketing Systems
Industry Keywords
Electrical EngineeringElectronicsField ServiceIndustrial EnvironmentsQuality Management Systems
About the role
Key responsibilities & impact- Lead a distributed network of factory-based and regional technical support personnel
- Own advanced escalation for complex product issues
- Standardize support processes, tools, and documentation across all product lines
- Align technical support across Generation, CBM, and Grid & GIS sites
- Establish common diagnostics, troubleshooting methodologies, and knowledge management
- Provide technical support during commissioning, deployment troubleshooting, and after-warranty support
- Own and standardize global case intake and management processes using Salesforce
- Implement automation and AI-enabled capabilities for case intake, routing, triage, assignment, prioritization, knowledge base, and self-service tools
- Establish a single global customer entry point for technical support
- Act as the primary integration and escalation authority between Field Service, Engineering, and Quality
- Define escalation pathways and ownership boundaries
- Escalate systemic product and design issues and drive reliability, robustness, and serviceability improvements
- Link support cases with engineering systems such as JIRA
- Provide technical ownership for NCR, RMA, and field failure inputs
- Support root cause investigations and corrective actions
- Define and manage global KPIs including resolution cycle time, first-time fix rate, repeat failure rates, and customer satisfaction
- Lead structured root cause problem solving and standardize PIR processes globally
- Establish and enforce global TST governance, review forums, escalation frameworks, ownership, and decision rights
- Own global support systems, ticketing, knowledge base, and analytics platforms
- Ensure alignment with QMS processes and governance requirements
- Drive visibility and reporting of technical issues, systemic risks, and performance trends
Requirements
What you’ll need- Bachelor’s Degree in Electrical Engineering, Electronics, or related field (required)
- 7+ years in technical support, engineering, or field service
- Experience across multiple product lines or complex systems
- Demonstrated leadership in global or multi-site environments
- Strong troubleshooting and structured problem-solving capability
- Strong communication across technical and non-technical audiences
- Proven ability to influence across engineering, service, and quality functions
- Effective leadership across global teams and time zones
- Travel to manufacturing and customer sites as required
- Exposure to industrial environments
- High level of analytical and problem-solving capability
- Ability to manage complex, cross-functional issues
- Strong prioritization and decision-making under pressure
Benefits
Comp & perks- Hybrid working model with global coordination responsibilities
- Travel to manufacturing and customer sites as required
- Exposure to industrial environments
- Equal opportunity employer
- Reasonable accommodations for applicants with disabilities