Technical Support Specialist

GE Appliances, a Haier company • Elkhart, IN

5d • Onsite

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? The RV Appliances Warranty & Service Advisor is responsible for delivering exceptional service to customers by answering product related inquiries, troubleshooting RV appliance issues, processing warranty claims and ensuring timely resolutions. This role serves as the main point of contact for dealers, technicians and independent servicers regarding appliance service and may also handle advanced support calls from end-users.

Requirements

• High school diploma or equivalent.
• 1-2+ years of experience in customer service, service or warranty.
• Familiarity with RV industry operations and service networks.
• Ability to thrive in a dynamic, fast-paced environment with strong multi-tasking skills.
• Detail-oriented with excellent organizational, verbal, and written communication skills.
• Proficient in Microsoft Office
• Proficient in Salesforce Service Cloud or similar CRM/case management system
• Strong team player with a solid work ethic and a positive attitude.

Nice To Haves

• Associate’s or Bachelor’s degree in a technical or business-related field or equivalent work experience.
• RVTI Level 2 certification or equivalent technical training credentials.
• Prior experience with GE Appliances or similar RV appliance product lines.

Responsibilities

• Guide customers on proper operation, use, care, and installation procedures.
• Be able to troubleshoot at varied levels of complexity from non-technical end users to service center technicians - leveraging a strong understanding of the products and associated components within the recreational vehicle application
• Assist customer in locating service centers and coordinating the repair work.
• Schedule field service for selected products, as needed
• Develop rapport and strong relationships with customer; leading with empathy for the customer
• Proactive follow-up with customers to resolve critical issues that arrive with the product
• Maintain detailed documentation for all calls and interactions across all support channels
• Review submitted warranty claims for completeness, accuracy, and adherence to established policies and procedures.
• Enter claim data accurately into Salesforce and related systems.
• Research claim and product history for associated coach or appliance records.
• Process parts orders, warranty authorizations & returns as needed
• Communicate with customers via email regarding claim status, required documentation, approvals, and shipping information.
• Provide customers with required diagnostic forms and claim-related documentation.
• Work cross-functionally with other departments to resolve complex cases.
• Provide Voice of Customer to the Quality, Engineering, Safety and Manufacturing teams, communicating issues as well as opportunities
• Stay up-to-date on product specifications, common appliance issues, and policy and procedure updates
• Assist with product training, as needed
• Assist with customer visits, as needed
• Assis with field support, as needed
• Participate in meetings, as needed
• Other duties, as needed

Benefits

• GE Appliances is a trust-based organization. It is important we offer our employees the flexibility they need to do their best work while balancing the needs of the business and individuals. When you join GE Appliances, you will have the opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED