Senior Product Service Specialist – Water Heaters

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

Position

Senior Product Service Specialist – Water Heaters

Location

USA, Louisville, KY

How You'll Create Possibilities

Essential Duties & Responsibilities

Customer Technical Support & Product Expertise:

• 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.

Field Investigation & Problem Resolution:

• 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.

Serviceability & Cross-Functional Product Support:

• 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.

Technical Documentation & Product Communications:

• 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.

Operational Support & Issue Trend Monitoring:

• 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.

Other Responsibilities:

• 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.

What You'll Bring to Our Team

Position Competencies (Required Knowledge, Skills, & Abilities)

• Independent Work: 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.
• Objective Setting: 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.
• Problem Solving: 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.
• Influencing Skills: 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.
• Practical Knowledge: 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.
• Tools, Systems, and Technical Documentation: 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.

Educational and Experiential Background

• 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.

Preferred Education/Experience

• 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.

Working Conditions & Travel Requirements

• 25–50% travel may be required, primarily domestic, based on business need.
• Work may be performed in office, home office, lab, field, distributor, or customer-facing environments.
• Occasional evening or weekend work may be required.

Our Culture

Our work is centered on our People and Culture as reflected in our Zero Distance philosophy and we recognize the importance of reaffirming our commitment to inclusion and diversity (I&D). This underscores our commitment to fostering an environment where every individual feels valued, connected, and empowered to contribute, while positioning our organization to adapt seamlessly to the evolving needs of our workforce and communities.

This reflects our dedication to creating solutions that: Empower colleagues by fostering an environment where all voices are heard, valued, and encouraged to contribute. Strengthen communities where we live and work. Reinforce a culture of belonging, purpose, and engagement. Reflect the diversity of the communities we serve through our workforce, products, and practices.

By further embedding Zero Distance into our People and Culture framework, we will continue to build a deeply connected organization. We are cultivating a culture of engagement, belonging, and connection, because while attracting new talent remains a priority, retention is a cornerstone of our strategy.

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.

GE Appliances is an Equal Opportunity Employer.  Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

GE Appliances participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S

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