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Technical Support Specialist – HVAC, Bi-lingual French/English
Posted 2 months ago
About the role
- Technical Support Specialist providing technical assistance for HVAC products at GE Appliances. Delivering high-quality customer service and troubleshooting across various product lines in a remote setting.
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.
Requirements
- 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
- Bi-lingual fluency in English/Spanish or English/French (only required if hired as bi-lingual support)
Benefits
- Competitive salary
- Flexible working hours
- Professional development opportunities
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