Senior Water Heater Service Expert – Remote (US)

GE Appliances, a Haier company; Tallahassee (FL); Remote; USD 90,000 - 120,000; Full time

Job summary

GE Appliances, a Haier company, is seeking a Senior Product Service Specialist for Water Heaters to act as the technical voice for service teams and customers. This remote role is US-only, requiring residence in the Central or Eastern Time Zone.

You will troubleshoot, guide, and coordinate with engineering, quality, and product management to improve serviceability and customer ownership experiences. You will support field issues, produce actionable guidance, and help update installation

Qualifications

• High school diploma, GED, or equivalent.
• Minimum 5 years of relevant field service or technical product support experience.
• 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 and applying technical documents such as installation instructions, service manuals, schematics, wiring diagrams, or troubleshooting materials.
• Experience across heat pump, gas, and electric water heater categories.
• Experience supporting distributors, dealers, servicers, or channel partners.
• Trade certification, plumbing or HVAC-related license, gas certification, electrical troubleshooting certification, or other job-relevant credential.
• Experience authoring service bulletins, technical documentation, or troubleshooting guidance.
• Experience supporting product launches, warranty issue resolution, or cross-functional field issue escalation.

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.
• 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

Field service

Technical product support

Troubleshooting

Service operations

Technical documentation

Water heater knowledge

Channel partner support

Licensing/certifications

Service bulletins

Product launches

Education

High school diploma, GED, or equivalent

Job description

GE Appliances, a Haier company, is seeking a Senior Product Service Specialist for Water Heaters to act as the technical voice for service teams and customers. This remote role is US-only, requiring residence in the Central or Eastern Time Zone.

You will troubleshoot, guide, and coordinate with engineering, quality, and product management to improve serviceability and customer ownership experiences. You will support field issues, produce actionable guidance, and help update installation