GE Appliances, Recreational Living

• Respond to digital consumer inquiries and provide best-in-class service in support of company-owned websites. • Address and resolve incoming customer inquiries related to pre-purchase questions, installation requirements, troubleshooting, product care, and complaint resolution. • Resolve inquiries via the “Ask a Question” and “Ratings & Reviews” sections on GE Appliances-owned websites and other platforms. • Navigate systems and resources effectively, including the Knowledge Base, eDoc, Salesforce Service Cloud, GEAppliances.com, SMC, and others as needed. • Maintain high standards of protocol and adhere to established guidelines. • Support business growth goals by identifying sales opportunities. • Recognize sales opportunities and complete private store referral process or refer sales prospects to relevant teams to convert interactions into revenue opportunities based on established protocols.

• Build & Scale the Applied Sales Organization • Design and stand up the applied sales engineering team, including roles, coverage model, and capability requirements • Recruit, develop, and retain top technical sales talent to support projected growth • Establish clear operating rhythms, performance expectations, and development pathways • Scale the organization in phases aligned to market expansion and portfolio growth • Partner directly with the Commercial Microenterprise Leader to define and execute the growth strategy for VRF and chillers • Shape market entry and expansion plans, including priority geographies, verticals, and channel approaches • Translate business goals into actionable sales plays, coverage models, and resource plans • Act as a core member of the microenterprise leadership team, contributing beyond sales into broader business decisions • Build a high-impact sales engineering capability focused on specification influence and complex project conversion • Establish a solutions-based selling model that integrates engineering expertise with customer and channel needs • Develop tools, training, and processes that enable consistent execution across the team • Embed disciplined pipeline management and forecasting tied to project lifecycles • Partner with Product Management, Distribution, and Operations to ensure alignment across offering, availability, and channel strategy • Provide direct market feedback to inform product roadmap and innovation priorities • Help shape the evolving distributor strategy as the business explores expanded channel ownership and complexity • Stand up scalable capabilities, not just near-term coverage (e.g., CRM discipline, sales processes, AI-enabled tools) • Anticipate future needs tied to advanced logistics, channel complexity, and portfolio expansion

• Manage annual product plans and short- to mid-term roadmap execution for the assigned Light Commercial portfolio, including RTUs, Commercial Splits, and Accessories, ensuring alignment with business priorities and functional objectives. • Partner with Marketing, Sales, Brand, and Consumer Insights teams to translate market and customer needs into product requirements, support differentiated positioning, and help execute channel plans. • Collaborate with the HVAC Technology team to define business requirements, support prioritization and resourcing discussions for product development programs, and provide product management leadership for active NPI initiatives. • Partner with Sales and Marketing teams to support commercial execution and monitor market performance for light commercial RTU and Commercial Split products, identifying actions to improve results. • Work closely with manufacturing partners to support NPI readiness, launch coordination, operational alignment, and issue resolution for assigned products. • Collaborate with Sourcing to support sourcing plans and risk mitigation activities for components and sourced products related to day-to-day operations and NPI execution. • Develop business cases and recommend investment priorities for assigned RTU and Commercial Split initiatives as input to LTP, SII, and Operating Plan processes. • Partner with Quality, Technology, Sourcing, and manufacturing teams to support cost-out initiatives, quality improvements, and resolution of product and installation issues, incorporating learnings into future product updates and launch plans. • Partner with Design and Technology teams to support regulatory and agency compliance planning, identify incremental innovation opportunities, and execute continuous improvement projects in collaboration with the Platform team. • Lead recurring cross-functional product review meetings for assigned RTU and Commercial Split programs to align priorities, track actions, and escalate risks or issues as needed. • Participate in weekly Production, Scheduling, and Inventory (PSI) meetings to monitor inventory performance, support clearance actions, and help maintain target inventory levels in partnership with manufacturing, Marketing, and Sales. • Coordinate with the Parts team to support parts availability, customer satisfaction, and financial performance objectives for assigned products. • Gather and analyze voice-of-customer inputs to support launch planning, product updates, and SKU assortment decisions. • Develop training content requirements for internal and external stakeholders. • Deliver product training as needed for internal and external stakeholders, including outside applications engineering contract firms.

• 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