Senior Product Service Specialist – Water Heaters

GE Appliances•Louisville, KY

6d•Hybrid

About The Position

At GE Appliances, a Haier company, we come together to make “good things, for life.” As the fastest-growing appliance company in the U.S., we’re powered by creators, thinkers and makers who believe that anything is possible and that there’s always a better way. We believe in the power of our people and in giving them the freedom to explore, discover and build good things, together. The GE Appliances philosophy, backed by three simple commitments defines the way we work, invent, create, do business, and serve our communities: we come together , we always look for a better way , and we create possibilities . Interested in joining us on our journey? As a GE Appliances’ Senior Product Service Specialist – Water Heaters, you’ll serve as a technical resource for water heater products, providing service support, product guidance, and troubleshooting expertise for heat pump, gas, and electric water heaters. This role partners with engineering, quality, product management, and service teams to improve serviceability, resolve field issues, and strengthen the customer ownership experience. The role acts as the voice of service by translating field and customer feedback into practical recommendations for product and support improvements. This is a seasoned individual contributor role that works independently with limited supervision on difficult and sometimes complex technical issues

Requirements

Demonstrates the ability to operate as a seasoned technical contributor, working independently with limited supervision to provide service support, technical guidance, and issue resolution for heat pump, gas, and electric water heaters.
Manages assigned responsibilities with accountability, sound judgment, and consistent follow-through.
Effectively prioritizes and manages technical support activities, escalations, documentation updates, and field issue follow-up to align with business priorities, customer needs, and service objectives.
Establishes clear next steps and drives work to completion across multiple issues or projects at the same time.
Applies strong technical and analytical judgment to diagnose difficult water heater product, installation, and service issues.
Gathers relevant field information, identifies patterns and likely root causes, and recommends practical corrective actions or support improvements in partnership with engineering, quality, and service teams.
Uses technical expertise and clear communication to guide customers, distributors, dealers, authorized service providers, and internal stakeholders toward effective resolution of product and service issues.
Influences decisions related to service practices, technical guidance, and support readiness through credible, fact-based recommendations.
Applies working knowledge of water heater products and service requirements to support troubleshooting, serviceability, customer guidance, and issue escalation management.
Demonstrates practical understanding of at least one major water heater category—heat pump, gas, or electric—with the ability to expand across all product types as needed.
Demonstrates proficiency using technical documents and business tools needed to support the role, including installation instructions, service manuals, wiring diagrams, troubleshooting guides, service bulletins, and Microsoft Office tools.
Uses these resources accurately to communicate technical guidance, document issues, and support consistent service decisions.
High school diploma, GED, or equivalent.
Completion of a technical degree, trade program, certification, or equivalent combination of education and relevant experience.
Licensed Master Plumber
Minimum 5 years of relevant experience in field service, technical product support, troubleshooting, service operations, or a related technical discipline.
Experience supporting, servicing, installing, or troubleshooting at least one of the following: heat pump water heaters, gas water heaters, or electric water heaters.
Demonstrated ability to diagnose technical product issues and provide practical service guidance to customers, distributors, dealers, or field partners.
Experience reading and applying technical documents such as installation instructions, service manuals, schematics, wiring diagrams, or troubleshooting materials.

Nice To Haves

Experience across all three major water heater product categories: heat pump, gas, and electric.
Experience supporting distributors, dealers, servicers, or channel partners.
Trade certification, plumbing or HVAC-related license, gas certification, electrical troubleshooting certification, or other job-relevant technical credential.
Experience authoring service bulletins, technical documentation, or troubleshooting guidance.
Experience supporting product launches, warranty issue resolution, or cross-functional field issue escalation.

Responsibilities

Serve as a primary technical resource for customers, distributors, dealers, and authorized service partners on installation, operation, troubleshooting, and service-related questions for heat pump, gas, and electric water heaters.
Provide technical product support for application questions, startup and commissioning concerns, troubleshooting, and service issue escalation.
Support resolution of escalated field and customer issues through technical guidance and coordination with internal teams.
Support in-field and escalated product investigations by gathering relevant data, identifying issue patterns, and partnering with engineering and quality teams on root cause analysis and resolution.
Evaluate recurring service and product issues and recommend corrective actions, service guidance updates, or process improvements based on field trends.
Represent the service perspective in new product introductions, product changes, and issue resolution discussions to improve serviceability and customer experience.
Partner cross-functionally with engineering, quality, product management, sourcing, and service teams to identify and resolve technical gaps affecting product support readiness and product performance.
Partner with sales to support on site or virtual technical training and troubleshooting for new and existing customers.
Review, edit, and recommend updates to installation instructions, service literature, troubleshooting guides, wiring diagrams, technical bulletins, and related support materials.
Author and maintain service bulletins, FAQs, product updates, and technical guidance for field and customer support use.
Track common field and customer issues, communicate trends to business partners, and support readiness for product updates and launches.
Support other serviceability, product support, and technical communication projects as assigned.
Participate in special projects related to service process improvement, field support effectiveness, and product issue reduction.
Contribute to ongoing reviews of support content and technical issue trends.
Perform other related duties as assigned.