Technical Support Specialist (Louisville, KY)

GE Appliances•Louisville, KY

7d•Remote

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 Technical Support Specialist provides advanced appliance repair support to field appliance service professionals, including Bodewell Field Service Technicians and Bodewell Contract Services Network Servicers. This role serves as a centralized technical resource, assisting with troubleshooting, diagnostics, repair guidance, and product knowledge across multiple appliance platforms. Support is delivered through phone, digital case management tools, and Salesforce systems, helping technicians resolve complex service issues efficiently and accurately. The position collaborates closely with service operations, engineering, quality, and training teams to identify recurring issues, share field insights, and improve service processes and documentation. The Technical Support Specialist also documents cases, provides recommendations, and determines outcomes to support continuous improvement and knowledge sharing. The role is based in Louisville, KY at Appliance Park and/or may be performed remotely, depending on business needs.

Requirements

High school diploma or GED required; technical or vocational training in appliance repair, electronics, or a related field preferred.
Fundamental knowledge of appliance products, basic diagnostics, and common service procedures.
5+ years in appliance repair, field service, technical support, or a related technical role.
Strong proficiency with computers, including the ability to navigate multiple systems and applications simultaneously.
Experience using Salesforce or any case management, ticketing, or CRM systems.
Ability to communicate technical information clearly and professionally via phone and written channels.
Strong listening and interpersonal skills and the ability to ask effective diagnostic questions.
Basic problem-solving skills with the ability to follow established troubleshooting processes.
Ability to remain calm and professional when handling escalated or high-pressure situations.
Willingness to work flexible schedules, including varied hours or weekends, as required by business needs.
Ability to work independently while also collaborating effectively with cross-functional teams.

Nice To Haves

Proven ability to effectively de-escalate challenging situations by remaining calm, professional, and solution-focused when supporting field technicians.
Strong problem-solving and analytical skills with the ability to assess complex technical issues and recommend effective solutions.
Ability to clearly explain technical concepts to a variety of audiences with different levels of technical expertise.
Strong organizational skills with attention to detail and the ability to manage multiple cases simultaneously.
Demonstrated judgment and decision-making skills when handling escalated service issues or exceptions.
Ability to work collaboratively across teams, including Field Service, Engineering, Quality, Training, and Operations.
Commitment to continuous learning and staying current on new products, technologies, and service updates.

Responsibilities

Diagnose complex and escalate appliance repair issues using service data, error codes, schematics, wiring diagrams, and technical documentation.
Document technical cases, resolutions, and recommendations accurately in Salesforce or other case-management systems.
Identify and track trends in field failures, repeat repairs, and parts usage; communicate insights to Engineering, Quality, and Product teams.
Support new product launches by reviewing service documentation, identifying potential serviceability risks, and providing early field feedback.
Recommend corrective actions and best practices to field technicians to improve repair quality and consistency.
Participate in cross-functional meetings related to service quality, product performance, and customer experience.
Provide guidance on parts identification, compatibility, and repair procedures to reduce repeat service visits.
Assist with the development and maintenance of technical knowledge bases, job aids, and troubleshooting guides.
Ensure compliance with safety standards, service policies, and warranty guidelines during troubleshooting and repair guidance.
Support continuous improvement initiatives focused on reducing service costs, improving customer satisfaction, and increasing technician effectiveness.
Mentor and coach technicians by sharing technical expertise, diagnostic strategies, and repair insights.
Escalate unresolved or critical technical issues appropriately and track them through resolution.
Maintain current knowledge of appliance technologies, software updates, and service bulletins.
Participate in pilot programs, beta testing, or limited field trials for new products or service tools.
Support special projects related to service process improvement, cost reduction, or customer experience initiatives.
Assist with the review and refinement of service manuals, technical bulletins, and troubleshooting guides.
Contribute to onboarding or mentoring activities for new technicians or support team members.
Provide feedback on parts availability, tooling needs, or service logistics based on field insights.
Assist in analyzing service data to identify long-term trends or opportunities for improvement.
Support occasional on-site training, ride-alongs, or field observations as needed.
Participate in cross-functional workshops or continuous improvement events.
Assist leadership with ad hoc reporting or presentations related to service performance or technical issues.
Serve as a backup resource for related support teams during peak demand or special circumstances.