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 Consumer Service Tech Operations Representative is responsible for providing technical support and troubleshooting to HVAC Independent Installers, GE Factory Technicians and Independent Techs, ensuring seamless experience. This role collaborates with internal teams to enhance service efficiency and consumer experience. **Position** Consumer Service Tech Operations Representative - Puerto Rico **Location** USA, Carolina, PR **How You'll Create Possibilities** + Support the activities of the HVAC independent installers, GE factory technicians and independent techs. + Participate in the HVAC training for installers and technicians. + Provide coaching on GE products to GE Appliances team and customers. + Monitor warranty claims. + Help technician diagnosed faulty HVAC units by phone or by coordinating site visits. + Coordinate with Parts Team on critical service / parts needs. + Conduct warranty investigations and develop corrective & preventive actions if needed. + Facilitate HVAC Trainings for employees and independent technicians. + Vet independent technicians for Appliances works. Ensure that gov and regulatory requirements are met + Train Call Center, GEA Factory Teach and Independent Technicians in quick diagnostics and processes – save the call initiatives. + Assist yearly plan outlining strategy to attain goals including staffing, incentive program and action to increase productivity. + Motivate and empower team members to meet or exceed yearly performance appraisal metrics. + Act as liaison for customers/consumer to ensure they are retained satisfied. + Provide new member training as well as ongoing product training. + Provide leadership to a variety of projects and deliver results. + Promote finished goods, parts and accessory sales. + Identify significant opportunities to improve HVAC and Air and Water Business. + Build and maintain excellent relationships with all employees and all independent technicians / customers. + Create training materials for technicians, HVAC installers and appliance delivery agents. + Work with social media teams in on-line posts to drive engagement with installer communities. + Support training and tech support for customers outside PR (Caribbean and Latin America) + Coach individual team members in the areas of troubleshooting performance and problem resolution. + Work in conjunction with the Senior Manager, Field Service to develop metrics to measure/action plan to improve consumer experience. **What You'll Bring to Our Team** + Licensed PR HVAC Technician + 3+ years of work experience + 5 years of experience as technical trainer + Previous working experience in call center and consumer relations. + Strong Computer skills in MS Office and similar platforms. + Strong Customer and Consumer Focus. + Demonstrated proactive leadership skills. + Good planning and organizational skills. + Bilingual – Fluency in both English and Spanish. + Strong analytical and highly developed communication (verbal and written) skills. + Ability to deliver feedback, motivate others and handle conflict situations in a productive and proactive manner. + **Preferred Qualifications:** + 10 years of experience + Ability to integrate across teams, strong process skills. + Demonstrated ability to execute projects and deliver results. + Experience in warranty management + **Working Conditions:** + Working conditions are fast paced and continually changing the office environment. + Work may require occasional weekend and/or evening work. + 10-30% travel is required for domestic and/or international travel to customer sites/ plants. **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 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 ask.recruiting@geappliances.com_