GE Appliances, a Haier company · 7 hours ago
Technical Support Specialist (Louisville, KY)
USA, Louisville, KY
Full-time
Hybrid
Senior Level
5+ years expGE Appliances, a Haier company, is the fastest-growing appliance company in the U.S., powered by creators and thinkers. The Technical Support Specialist provides advanced appliance repair support to service professionals, assisting with troubleshooting and diagnostics across multiple appliance platforms.
Consumer Goods
Responsibilities
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
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
Qualification
Required
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
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
Company
GE Appliances, a Haier company
At GE Appliances, a Haier company, we come together to make good things, for life. Headquartered in Louisville, Kentucky, we are a leading U.S.
10001+ employees
H1B Sponsorship
GE Appliances, a Haier company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (17)
2023 (16)
2022 (31)
2021 (19)
2020 (20)
Funding
Current Stage
Late StageLeadership Team
Kevin Nolan
President & Chief Executive Officer
Marc Charnas
CFO & VP Corporate Strategy
Recent News
2026-01-09
Lane Report | Kentucky Business & Economic News
2025-11-23
Company data provided by crunchbase