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?
The Technical Support Specialist is responsible for delivering exceptional service to customers by answering product related inquiries, troubleshooting RV appliance issues, processing warranty claims and ensuring timely resolutions. This role serves as the main point of contact for dealers, technicians and independent servicers regarding appliance service and may also handle advanced support calls from end-users.
Technical Support Specialist
USA, Elkhart IN
JOB DESCRIPTION / RESPONSIBILITIES:
Technical Service:
- Guide customers on proper operation, use, care, and installation procedures.
- Be able to troubleshoot at varied levels of complexity from non-technical end users to service center technicians - leveraging a strong understanding of the products and associated components within the recreational vehicle application
- Assist customer in locating service centers and coordinating the repair work.
- Schedule field service for selected products, as needed
- Develop rapport and strong relationships with customer; leading with empathy for the customer
- Proactive follow-up with customers to resolve critical issues that arrive with the product
- Maintain detailed documentation for all calls and interactions across all support channels
Warranty Claims Processing & Handling:
- Review submitted warranty claims for completeness, accuracy, and adherence to established policies and procedures.
- Enter claim data accurately into Salesforce and related systems.
- Research claim and product history for associated coach or appliance records.
- Process parts orders, warranty authorizations & returns as needed Communicate with customers via email regarding claim status, required documentation, approvals, and shipping information.
- Provide customers with required diagnostic forms and claim-related documentation.
Cross-Functional Collaboration
- Work cross-functionally with other departments to resolve complex cases.
- Provide Voice of Customer to the Quality, Engineering, Safety and Manufacturing teams, communicating issues as well as opportunities
- Stay up-to-date on product specifications, common appliance issues, and policy and procedure updates
Other related duties as assigned:
- Assist with product training, as needed
- Assist with customer visits, as needed
- Assis with field support, as needed
- Participate in meetings, as needed
- Other duties, as needed
Basic Qualifications:
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High school diploma or equivalent.
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1-2+ years of experience in customer service, service or warranty.
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Familiarity with RV industry operations and service networks.
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Ability to thrive in a dynamic, fast-paced environment with strong multi-tasking skills.
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Detail-oriented with excellent organizational, verbal, and written communication skills.
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Proficient in Microsoft Office
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Proficient in Salesforce Service Cloud or similar CRM/case management system
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Strong team player with a solid work ethic and a positive attitude.
Preferred Qualifications:
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Associate’s or Bachelor’s degree in a technical or business-related field or equivalent work experience.
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RVTI Level 2 certification or equivalent technical training credentials.
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Prior experience with GE Appliances or similar RV appliance product lines.
Working Conditions:
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Call center work environment with occasional travel to OEM sites, dealerships, conventions, and training facilities.
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Occasional weekend or evening work required for travel to/from training events or urgent service support.
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Routine office-based tasks include call handling (may also include SMS/MMS & Chat), e-mail, and documentation.
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Field-based tasks include hands-on training and service support.
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Must be able to lift and carry up to 100 lbs. and push or pull crated product up to 200 lbs. for appliances and related materials related to training
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Less than 10% travel required for domestic travel to customer sites, training facilities, etc., primarily during off-season (October-April)
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 to [email protected]
