Lead Customer Technical Support

Location: Mexico City

Job Description Summary

As a member of the Rotating Parts Sales Team, you will be a key contributor to our fast-paced transactional sales environment. Your primary focus will be processing quotes and orders while gaining expertise in GE Vernova processes and our extensive product portfolio. You will support planned outage requirements, emergent needs, and routine stock fulfillment.

Job Description

Success in this role looks like:

Establish yourself as a subject matter expert by demonstrating your ability to review internal & external customer requests and understand their needs, while working with internal team members to define scope.

• Subject Matter Expertise: Define accurate scope by collaborating with engineering, fulfillment, and sales teams.
• Operational Excellence: Apply a lean mindset to suggest process improvements; utilize data analytics to align with business plans.
• Methodology: Ensure all deliveries adhere to SQDC (Safety, Quality, Delivery, Cost) standards.
• Collaboration: Serve as an indispensable partner to customers through excellent communication and organization.

Who You Are:

• You are someone who brings strong interpersonal skills to achieve cooperation and reach agreement with customers and internal departments. Able to multi-task in a fast-paced environment
• You have experience with MS Office programs with the aptitude to learn additional software packages. Knowledge of SAP & Salesforce preferred.
• You have advanced experience with Incoterms, market pricing and foreign language skills.

Key Responsibilities:

• Proactively develop parts lists during outage pre-planning and pre-bid phases.
• Generate accurate quotations and proposals per established procedures.
• Partner with STMs and suppliers to ensure timely order fulfillment.
• Facilitate communication to resolve technical issues and handle invoice/warranty disputes (NCRs).
• Maintain accurate sales forecasts and opportunity pipelines in CRM (NEX).
• Coordinate with Part Sales Manager, Repair Sales Managers and Field Engineers to support integrated service solutions.

Basic Qualifications:

• Bachelor’s degree in engineering
• Demonstrated background in application engineering or customer service, OR expertise in Steam Turbine Technology.

Desired Characteristics:

• Proficiency in SAP/Salesforce, familiarity with RPDM/ERP/PLM systems, and strong commercial acumen (Incoterms/Market Pricing)
• Ability and willingness to collaborate across multiple time zones, including flexibility to adjust working hours as project needs require.
• Commercial and/or field engineering background.
• Familiarity with computer systems (RPDM, ERP, PLM. Pmax, sBOM).
• Demonstrated computer skills (Excel, PowerPoint, Word. Outlook).
• Willingness to work independently (after proper training) and be a self-starter.
• Strong verbal and written communication skills.
• Customer service experience
• Integrative team working style

Additional Information