[Remote] Senior Product Service Specialist – Water Heaters (Remote – US Only – Must Reside in the Central or Eastern Time Zone)

Note: The job is a remote job and is open to candidates in USA. GE Appliances is hiring a Senior Product Service Specialist to provide technical support, product guidance, and troubleshooting expertise for heat pump, gas, and electric water heaters. The role investigates field issues, partners with cross-functional teams to improve serviceability, and translates customer and field feedback into product and support improvements.

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

Skills

• 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
• 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
• 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

Benefits

• Remote work — US only; must reside in the Central or Eastern Time Zone.
• The opportunity to work with your leader to create a flexible work arrangement that balances the needs of the individual, team, and organization.

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