Senior Water Heater Service Expert - Remote

GE Appliances, a Haier company; Oklahoma City (OK); Remote; USD 85,000 - 120,000; Full time

Job summary

GE Appliances, a Haier company, is seeking a Senior Product Service Specialist – Water Heaters for a remote role in the US (Central/Eastern Time Zone residency required). You will provide expert technical support for heat pump, gas, and electric water heaters, guiding customers, distributors, and service partners.

Collaborating with engineering, quality, product management, and service teams, you will translate field feedback into actionable improvements, issue resolutions, and service guidance.

Qualifications

• High school diploma, GED, or equivalent.
• 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 water heaters (heat pump, gas, or electric).
• Ability to diagnose technical product issues and provide practical service guidance to customers, distributors, dealers, or field partners.
• Experience reading installation instructions, 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.

Responsibilities

• Serve as primary technical resource for customers and 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.
• 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.

Skills

Technical product support

Troubleshooting

Field service experience

Cross-functional collaboration

Communications skills

Education

High school diploma or equivalent

Job description

GE Appliances, a Haier company, is seeking a Senior Product Service Specialist – Water Heaters for a remote role in the US (Central/Eastern Time Zone residency required). You will provide expert technical support for heat pump, gas, and electric water heaters, guiding customers, distributors, and service partners.

Collaborating with engineering, quality, product management, and service teams, you will translate field feedback into actionable improvements, issue resolutions, and service guidance.