Technical Support Specialist (Louisville, KY)

At GE Appliances a Haier company we come together to make good things for the fastest-growing appliance company in the U.S. were powered by creators thinkers and makers who believe that anything is possible and that theres always a better 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 togetherwe always look for a better way andwe create possibilities.

Interested in joining us on our journey

Position

Location

How Youll Create Possibilities

Essential Results-Based Duty:

• Diagnose complex and escalate appliance repair issues using service data error codes schematics wiring diagrams and technical documentation.
• Document technical cases resolutions and recommendations accurately in Salesforce or other case-management systems.
• Identify and track trends in field failures repeat repairs and parts usage; communicate insights to Engineering Quality and Product teams.
• Support new product launches by reviewing service documentation identifying potential serviceability risks and providing early field feedback.
• Recommend corrective actions and best practices to field technicians to improve repair quality and consistency.
• Participate in cross-functional meetings related to service quality product performance and customer experience.
• Provide guidance on parts identification compatibility and repair procedures to reduce repeat service visits.
• Assist with the development and maintenance of technical knowledge bases job aids and troubleshooting guides.
• Ensure compliance with safety standards service policies and warranty guidelines during troubleshooting and repair guidance.
• Support continuous improvement initiatives focused on reducing service costs improving customer satisfaction and increasing technician effectiveness.
• Mentor and coach technicians by sharing technical expertise diagnostic strategies and repair insights.
• Escalate unresolved or critical technical issues appropriately and track them through resolution.
• Maintain current knowledge of appliance technologies software updates and service bulletins.

What Youll Bring to Our Team

Other related duties as assigned:

• Participate in pilot programs beta testing or limited field trials for new products or service tools.
• Support special projects related to service process improvement cost reduction or customer experience initiatives.
• Assist with the review and refinement of service manuals technical bulletins and troubleshooting guides.
• Contribute to onboarding or mentoring activities for new technicians or support team members.
• Provide feedback on parts availability tooling needs or service logistics based on field insights.
• Assist in analyzing service data to identify long-term trends or opportunities for improvement.
• Support occasional on-site training ride-alongs or field observations as needed.
• Participate in cross-functional workshops or continuous improvement events.
• Assist leadership with ad hoc reporting or presentations related to service performance or technical issues.
• Serve as a backup resource for related support teams during peak demand or special circumstances.

Minimum Qualifications:

• High school diploma or GED required; technical or vocational training in appliance repair electronics or a related field preferred.
• Fundamental knowledge of appliance products basic diagnostics and common service procedures.
• 5 years in appliance repair field service technical support or a related technical role.
• Strong proficiency with computers including the ability to navigate multiple systems and applications simultaneously.
• Experience using Salesforce or any case management ticketing or CRM systems.
• Ability to communicate technical information clearly and professionally via phone and written channels.
• Strong listening and interpersonal skills and the ability to ask effective diagnostic questions.
• Basic problem-solving skills with the ability to follow established troubleshooting processes.
• Ability to remain calm and professional when handling escalated or high-pressure situations.
• Willingness to work flexible schedules including varied hours or weekends as required by business needs.
• Ability to work independently while also collaborating effectively with cross-functional teams.

Preferred Qualifications:

• Proven ability to effectively de-escalate challenging situations by remaining calm professional and solution-focused when supporting field technicians.
• Strong problem-solving and analytical skills with the ability to assess complex technical issues and recommend effective solutions.
• Ability to clearly explain technical concepts to a variety of audiences with different levels of technical expertise.
• Strong organizational skills with attention to detail and the ability to manage multiple cases simultaneously.
• Demonstrated judgment and decision-making skills when handling escalated service issues or exceptions.
• Ability to work collaboratively across teams including Field Service Engineering Quality Training and Operations.
• Commitment to continuous learning and staying current on new products technologies and service updates.

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

If you are an individual with a disability and need assistance or an accommodation to use our website or to apply please send an e-mail