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
Descripción del Puesto
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.
Responsabilidades
: 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 r.