Technical Support Specialist - HVAC - REMOTE

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 Technical Support Specialist with GE Appliances' Air & Water Ecosystem, you'll be responsible for delivering first-contact technical support to contractors, end users, and distributor partners across Air & Water product lines (e.g., residential HVAC, light commercial systems, VRF). This role provides timely troubleshooting assistance, interprets system data, and guides customers through structured resolution steps using established tools and technical resources.

The position requires independent problem-solving, effective communication, and accurate case documentation to support efficient issue resolution and high-quality customer experience, while escalating more complex issues to advanced technical teams as needed.

** Position*
* Technical Support Specialist - HVAC - REMOTE

** Location*
* USA, Louisville, KY

** How You'll Create Possibilities*
* ** Essential

Duties & Responsibilities *
* + Provide timely, accurate, and professional technical support via phone and email to contractors, end users, and distributor partners for a range of products (e.g. residential HVAC, light commercial systems, VRF),ensuring high-quality customer experience.

+ Diagnose and troubleshoot product issues across product systemsthrough structured resolution steps.

+ Interpret system feedback and operating data(e.g.,error codes, fault histories, control board indicators, and reported performance conditions) to support accurate issue identification.

+ Utilize GE Appliances/Haier tools and platforms (e.g., TD-03, SmartHQ, or equivalent) to review system data and identify potential performance issues to support troubleshooting.

+ Provide technical documentation and guidance, including wiring diagrams, submittals, capacity tables, installation instructions, and control configuration support.

+ Assist customers with installation, startup, and operational questions within a remote support environment, ensuring adherence to product specifications and best practices.

+ Escalate complex or unresolved issues to Product Specialists or Engineering teams, providing clear and thorough documentation of troubleshooting steps and findings.

+ Collaborate cross-functionally with Service, Engineering, Manufacturing, and Parts teams to support issue resolution and information sharing.

+ Maintain accurate and detailed case records, including reported symptoms, diagnostic steps performed, data reviewed, and final resolution or escalation path.

+ Demonstrate self-directed problem-solving by leveraging technical documentation, knowledge bases, and internal tools prior to escalation.

+ Ensure case documentation supports cross-functional visibility and efficient escalation.

** What You'll Bring to Our Team*
* ** Position*
* ** Competencies**   **(*
* ** Required*
* ** Knowledge, Skills, & Abilities)*
* +  
** Independent Task Execution:
** Demonstrates the ability to work independently under general supervision to manage inbound technical support cases, prioritize workload, and support timely and accurate resolution of customer issues.

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** Technical Problem Solving:
** Applies practical knowledge of HVAC systems to diagnose and resolve customer issues, utilizing structured troubleshooting methods, system data, and available tools to address moderately difficult, non-complex problems.

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** Customer-Focused Communication:
** Effectively communicates technical information to contractors, distributors, and end users, translating complex concepts into clear, actionable guidance to support issue resolution and customer understanding.

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** Applied Technical Knowledge:
** Utilizes working knowledge of residential and light commercial HVAC systems, including system components, controls, and diagnostics, to support installation, startup, and operational inquiries.

+  
** Systems and Data Utilization:
** Leverages case management systems and diagnostic tools to document cases, review system data, and support data-informed troubleshooting and resolution processes.

+  
** Time and Priority Management:
** Effectively manages multiple tasks and competing priorities in a fast-paced environment, ensuring responsiveness and adherence to service level expectations.

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** Collaboration and Escalation:
** Recognizes when issues exceed scope and appropriately escalates to advanced technical teams, providing clear and structured documentation to support…