Senior Product Service Specialist – Water Heaters
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Job Description
Senior water heater service specialist supporting GE Appliances’ heat pump, gas, and electric products. Troubleshooting issues, improving serviceability, and guiding customers and field partners remotely across the U.S.
Responsibilities:
- Serve as a primary technical resource for customers, distributors, dealers, and authorized service partners on water heater installation, operation, troubleshooting, and service questions
- Provide technical support for application questions, startup and commissioning concerns, troubleshooting, and escalated service issues
- Support field and customer issue resolution through technical guidance and internal coordination
- Gather data, identify issue patterns, and partner with engineering and quality teams on root-cause analysis
- Evaluate recurring service and product issues and recommend corrective actions, guidance updates, or process improvements
- Represent service perspectives in new product introductions, product changes, and issue-resolution discussions
- Partner with engineering, quality, product management, sourcing, service, and sales teams
- Support on-site or virtual technical training and troubleshooting
- Review, edit, author, and maintain installation instructions, service literature, troubleshooting guides, wiring diagrams, bulletins, FAQs, product updates, and technical guidance
- Track field and customer issue trends and support readiness for product updates and launches
- Participate in service-process improvement, field-support effectiveness, and product-issue reduction projects
- Perform other related duties as assigned
Requirements:
- 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 heat pump, gas, or electric water heaters
- Ability to diagnose technical product issues and provide practical service guidance
- Experience reading and applying installation instructions, service manuals, schematics, wiring diagrams, or troubleshooting materials
- Ability to work independently with limited supervision
- Strong technical and analytical judgment
- Working knowledge of water heater products and service requirements
- Proficiency with technical documentation and Microsoft Office tools
- Must reside in the Central or Eastern Time Zone
- Must be authorized to work in the U.S.
- Preferred: experience across heat pump, gas, and electric water heater categories; distributor, dealer, servicer, or channel-partner support; relevant trade, plumbing, HVAC, gas, or electrical certification; technical documentation authorship; product launch, warranty issue resolution, or cross-functional escalation experience
Benefits:
- Flexible work arrangement balancing individual, team, and organizational needs
- 25–50% domestic travel based on business need
- Equal Opportunity Employer
- Disability accommodations available
- E-Verify participation and employment authorization support
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