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Senior Product Service Specialist (HVAC)

Louisville, KY, United States  |  Service  |  ID: REQ-15209

Description

The GEA Way

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 GEA Way 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, and we create possibilities

Interested in joining us on our journey? 

The Senior Product Service Specialist owns all strategic and operational aspects of serviceability for HVAC products, including Ductless and Unitary. Cross functional relationships with technology, quality, distribution and overseas engineering will be maintained to ensure that product design, product functionality, product service literature, and training materials are focused on serviceability. Our goal is to produce the best service and ownership experience. The successful candidate will also deliver as the voice of Service based on new product development programs, serviceability, quality and safety. This is a remote field-based position and will report to the Senior Manager, Product Service – HVAC North America.

Position

Senior Product Service Specialist (HVAC)

Location

USA, Louisville, KY

How You'll Create Possibilities

  • This role will be the primary training position at headquarters in Louisville, Kentucky and own the training facilities there. It will also support the NPI (New Product Implementation) process.
  • Develop and enhance product training modules including, but not limited to, product lineup, application, installation, operation, control, service, troubleshooting and product selection software.
  • Develop hands on training materials that simulate faults allowing customers to troubleshoot our equipment during training classes.
  • Conduct training independently for internal and external customers in company training facilities, and using distributor locations, or via Web based training sessions.
  • Support in-field investigations to identity product performance issues by gathering pertinent data and participating in team-based discussions that include product engineering teams.
  • Support distributor or dealer projects including sizing equipment, field troubleshooting, product commissioning, application development, and technical support for distributors and dealers.
  • Edit and suggest revisions to applicable product service literature (i. e. wiring diagrams, installation manuals, service manuals, etc.).
  • Author and develop service guides, service bulletins and training bulletins. Collaborate with the technical editor for final release to the field.
  • Provide post event reports, research and development of training events.
  • Modify marketing materials technical content to meet customer requirements.
  • Develop and deploy product updates, cut sheets for sales personnel and technical training sessions.

What You'll Bring to Our Team

Minimum Qualifications:

  • Technical degree or technical training.
  • 5 years of successful experience as a HVAC field service technician
  • High school degree or GED equivalent.
  • Proven problem-solving skills with a passion for training and customer support.
  • Developed computer skills including Microsoft PowerPoint and Microsoft Office Suite.
  • Excellent written and interpersonal communication skills.
  • Experience in a project oriented environment.
  • Demonstrated self-starter that works independently without constant supervision.
  • Ability to challenge status quo and drive for performance excellence.
  • Prior experience developing and/or delivering technical training material.
  • High-energy person with the ability to work in a fast paced environment.
  • Require 20-40% travel or more (depending on the season), primarily domestic but could require some occasional international travel to China or Canada.
  • Occasionally participate in evening overseas conference calls with engineering team.

Preferred Qualifications:

  • 5 years of experience as an HVAC field service technician with ductless or VRF products
  • Foreign language skills in French or Mandarin Chinese

Our Culture

At GE Appliances, creativity meets passion and conversations lead to exceptional outcomes and experiences.  We respect and value the unique backgrounds and experiences that everyone brings to GE Appliances. We believe a diverse workplace, where everyone is included and people can be their true and authentic selves, fosters creativity and innovation. We know our differences are our greatest strength. The very best innovations across every function of a company come from diverse teams. Our commitment to ensuring a safe and inclusive workplace where everyone is valued allows employees to perform at their best, every day. Diversity at GE Appliances helps us achieve zero distance to our owners, innovate smartly and connect to the communities and customers we serve. We encourage and support the ideas, aspirations, and the wellbeing of everyone - our employees and our communities

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 GEA, 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.

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 to [email protected]

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