Technical Support Specialist - HVAC (Bi-lingual French/English)- Remote

Technical Support Specialist - HVAC (Bi-lingual French/English)- 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.

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 systems through 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.

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.
• 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.
• 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.
• 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.
• Collaboration and Escalation: Recognizes when issues exceed scope and appropriately escalates to advanced technical teams, providing clear and structured documentation to support efficient resolution.
• Adaptability and Continuous Learning: Demonstrates flexibility in adapting to new products, tools, and processes, while actively building technical knowledge and improving troubleshooting effectiveness over time.
• Systems Skills: Case management systems (e.g., Salesforce or equivalent); Microsoft Office (Excel, Word, Outlook); Standard business systems and data entry tools
• Language Skills: Bi-lingual fluency in English/Spanish or English/French (only required if hired as bi-lingual support)

Preferred Competencies

• Advanced Technical Exposure: Demonstrates familiarity with light commercial HVAC systems, VRF technologies, and inverter-driven equipment, enabling more efficient troubleshooting and customer support.
• Diagnostic Tools Proficiency: Applies experience using manufacturer-specific diagnostic tools and connected platforms (e.g., TD-03, SmartHQ) to interpret system data and identify performance issues.
• Technical Support Environment Experience: Brings experience from a technical call center or customer support setting, with the ability to manage high call volumes while maintaining service quality.
• Multilingual Communication: Utilizes bilingual language skills (e.g., English/Spanish or English/French) to effectively support a broader customer base.
• Technical Documentation: Demonstrates the ability to clearly document troubleshooting steps, system data, and resolutions in a structured manner to support case tracking and knowledge sharing.
• Systems Skills: GE Appliances/Haier diagnostic platforms (e.g., TD-03, SmartHQ); HVAC diagnostic or connected equipment platforms ; Case documentation and reporting tools

Educational and Experiential Background

• High School Diploma or equivalent required
• Minimum of 3 years of experience in HVAC installation, service, or technical support (residential and/or light commercial preferred)
• Experience using computer systems and standard business applications

Preferred Education/Experience

• Technical degree, certification, or related HVAC training
• Experience supporting light commercial HVAC equipment (e.g., rooftop units, packaged systems)
• Familiarity with VRF systems, inverter-driven technologies, and advanced controls
• Experience using manufacturer diagnostic tools or connected platforms for troubleshooting and system analysis
• Prior experience in a technical call center or customer support environment

Working Conditions & Travel Requirements

• Working conditions are typical for an office environment.
• Occasional weekend/evening work may be required.
• 0% ongoing travel; occasional conferencing and/or external training attendance may be required.

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.

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