GE Appliances, Recreational Living

• Manage execution of the Chiller product portfolio strategy in alignment with direction set by the Senior Director and broader business growth objectives. • Support development of strategic priorities and product recommendations by applying HVAC and Chiller market knowledge, competitive insights, and customer feedback. • Manage inputs, updates, and execution plans for the Chiller product roadmap and technical specification priorities in close collaboration with Engineering. • Lead assigned product lifecycle management activities for Chiller products, including roadmap execution, launch readiness, post-commercialization tracking, product transitions, and continuous improvement actions, in alignment with approved product strategy. • Manage cross-functional New Product Introduction activities for assigned Chiller programs, coordinating Engineering, Commercial, Sales, Supply Chain, Quality, and Operations stakeholders from concept through production readiness. • Partner with Commercial teams to translate market insights into actionable product plans and coordinate development of product collateral, including spec sheets, installation and service manuals, launch materials, and selling tools. • Support pricing analysis, sales application tools, and product competitiveness reviews by providing market, customer, and product performance inputs. • Coordinate lifecycle management activities related to product availability, inventory optimization, phase-in/phase-out planning, and smooth product transitions. • Support product positioning and commercialization plans by analyzing competitive market data, customer needs, channel dynamics, and feedback from Sales and Technical teams. • Collaborate with Sales and Technical teams to develop and deliver training for distributors and contractors on installation, application, troubleshooting, and service. • Support distribution strategy execution in partnership with Sales and represent the Chiller product line in customer, channel, and internal meetings. • Represent the Chiller portfolio at national and regional trade shows, including AHR, IBS, HARDI, and ACCA, to support customer engagement, market feedback gathering, and brand awareness. • Provide field support to address customer needs, gather product insights, identify recurring issues, and recommend improvement actions. • Coordinate daily business operations across functions, including logistics follow-up, customer onboarding requirements, issue resolution, and monitoring of profitability and serviceability inputs. • Support quality improvement initiatives and coordinate product change activity to improve product performance, reliability, and customer satisfaction.

• 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.

• Sell the full portfolio of GEA Air & Water products to new and existing customers, including national and regional distributors. • Identify and pursue new business opportunities, as well as plan with and develop existing distributors to grow the territory. • Execute and achieve all sales and margin operating plans. • Develop customer-specific programs and marketing support strategies to drive profitable sales. • Prepare and deliver training and product presentations, showcasing the value of GEA Air & Water. • Track and be accountable for sales metrics using available reporting and analysis tools. • Resolve customer issues promptly and accurately, establishing credibility. • Oversee the region’s third-party manufacturing representatives to ensure they effectively represent authorized products and earn their commissions.

• Provide direct support to GE Appliances Owners with a strong focus on sales and service by balancing customer service and inbound sales by identifying opportunities to upsell products and services while consistently meeting defined sales performance metrics and KPIs as a core requirement of the role • Responsibilities include providing product information, registration support, as well as service, parts, delivery, and dealer location inquiries • Concierge agents will provide resolution to owner issues through troubleshooting, sales, service, referrals and providing minor concessions • This position will provide limited support to Non-GE Appliance branded appliance owners

• Effectively manages, coaches, and develops a dispersed workforce of 47 appliance repair technicians to ensure team objectives and goals are being carried out. • Ability to motivate employees to meet daily targets by holding them accountable for performance and providing feedback as needed. • Review metrics and customer feedback data to identify and create action plans to address performance opportunities. • Coach employees on how to handle difficult conversations and complicated situations. • Conduct regularly recurring team meetings with employees. • Utilize effective problem-solving and conflict-resolution skills. • Responsible for managing profits and losses for assigned areas. • Displays extensive knowledge of industry standards and practices, achieve Safety compliance program/training & focus on Recordable Rates for workers comp.

• Establish foundational practices for AI agent development • Design actionable use cases/AI agents for customer engagement • Collaborate with teams to translate business requirements • Work directly with AI models to build and optimize responses • Monitor AI performance metrics and create reports

• Resolve escalated customer service issues (in English and Spanish) • Create an outstanding quality service experience for the GE Appliance consumer • Advocate with multiple internal departments on behalf of consumers for reasonable and satisfactory resolutions • Take ownership in resolving escalated customer concerns • Follow up with customers using phone, email, or text to resolve appliance-related concerns • Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager • Complete consumer reviews for satisfaction before case closure • Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies

• Resolve escalated customer service issues (in English and Spanish) • Create an outstanding quality service experience for the GE Appliance consumer • Advocate with multiple internal departments on customer behalf for reasonable and satisfactory resolutions • Take ownership in resolving escalated customer concerns • Follow up with customers using phone, email, or text to resolve appliance-related concerns • Interact and coordinate with necessary stakeholders to successfully resolve consumer issues • Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager • Complete consumer reviews for satisfaction before case closure • Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies

• Resolve escalated customer service issues • Create an outstanding quality service experience for the GE Appliance consumer • Advocate with multiple internal departments on their behalf for reasonable and satisfactory resolutions • Take ownership in resolving escalated customer concerns • Follow up with customers using phone, email, or text to resolve appliance-related concerns • Find creative solutions that are in the best interest of the customers and GE Appliances • Gather information from various resources and surface concerns with suggested resolutions to the Team Leader or Team Manager • Complete consumer reviews for satisfaction before case closure • Meet work schedule demands and obligations with compliance, integrity, and according to values, processes and policies

• Identify, develop, and maintain strong, multi-level relationships with organizational pillars and decision-makers. • Proactively sell the company’s aftermarket and out-of-warranty replacement solutions to dealership leadership, service managers, parts managers, and frontline teams. • Partner closely with large distributor organizations to drive dealership pull-through and repeat purchasing. • Monitor dealership participation, distributor performance, and aftermarket revenue growth against targets.