Position Summary:
TCL North America is seeking a resourceful and customer-focused HVAC Technical & Field Support Specialist to join our growing support team. This role plays a critical part in elevating the customer and partner experience by resolving complex technical issues, strengthening field capabilities, and driving continuous product and service improvements across TCL's HVAC and consumer electronics portfolio.
As a key bridge between customers, field partners, and internal engineering teams, this individual will lead advanced troubleshooting efforts, support technical training initiatives, and contribute to root cause analysis and product feedback loops. The ideal candidate brings strong hands-on technical expertise, structured problem-solving skills, and a proactive, service-oriented mindset.
This role requires a high level of ownership, comfort operating independently in field environments, and the ability to translate technical complexity into clear, actionable guidance for diverse audiences.
Duties may include but are not limited to:
Technical Support & Issue Resolution
Provide advanced technical support across multiple channels, resolving complex product and service-related issues with a strong focus on customer satisfactionOwn and manage technical escalations, including Level 1 and Level 2 troubleshooting across HVAC and consumer electronics product linesSupport contractors, distributors, and partners with diagnostics, repair strategies, and resolution of high-complexity field issuesField Training & Partner Enablement
Travel to customer, contractor, and distributor sites to deliver technical training on product usage, system operation, troubleshooting, and repair best practices.Act as a key technical resource to strengthen partner capabilities and ensure consistent service quality across the network.Support field teams with real-time guidance to improve resolution rates and reduce repeat service calls.Claims Management & Service Operations
Review and process customer labor and parts claims, applying data-driven decision-making to approvals and denials.Assist with parts and unit inventory management to maintain optimal service levels and minimize downtime.Ensure adherence to service policies, procedures, and operational standards across all support activities.Cross-Functional Collaboration & Root Cause Analysis
Collaborate with internal teams and external vendors to resolve technical issues and identify root causes.Lead the investigation and resolution of recurring or emerging product issues, providing actionable feedback to product and engineering teams.Support continuous improvement initiatives by identifying trends and recommending process or product enhancements.Knowledge Management & Continuous Improvement
Serve as a subject matter expert for assigned TCL product lines and related technologies.Develop and refine troubleshooting guides, service documentation, and technical workflows to improve efficiency and resolution consistency.Analyze service data and performance metrics to generate insights that inform technical decisions and operational improvements.Travel & Operational Flexibility
Maintain flexibility to support business needs outside of standard working hours, including weekends and holidays as required.
Qualification/Requirements:
Must Haves
Bachelor's degree in a technical field (Engineering, IT, or related) or equivalent hands-on experience4+ years of experience in technical support, field service, or troubleshooting within HVAC, consumer electronics, or related industriesStrong diagnostic and problem-solving skills with the ability to resolve complex technical issues independentlyProven ability to communicate technical concepts clearly to both technical and non-technical audiencesExperience working cross-functionally in fast-paced, matrixed environmentsStrong customer service mindset with a focus on continuous improvementProficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)Ability to manage multiple priorities and adapt to changing business needsMust be locally based and available for onsite and field supportNice to Haves
Hands-on HVAC experience or exposure to HVAC systems, installation, or service operationsHVAC certification or progress toward certifications such as EPA Section 608 or C-20 Warm-Air Heating Ventilating and Air-Conditioning Contractor LicenseExperience supporting field service networks, contractors, or technical training programsFamiliarity with service operations tools (ERP, CRM, inventory, or ticketing systems)Strong analytical skills with the ability to leverage data to drive operational improvementsBenefits:
Vacation: Starting at 5 days per yearHealth & Wellness Days: 10 days per year (prorated based on start date)Paid Holidays: 12 days per yearMedical InsuranceDental InsuranceVision Insurance401(k) & Retirement PlanJob Type: Full-time
Salary Range: $75,000 - $100,000
Position Summary:
TCL North America is seeking a resourceful and customer-focused HVAC Technical & Field Support Specialist to join our growing support team. This role plays a critical part in elevating the customer and partner experience by resolving complex technical issues, strengthening field capabilities, and driving continuous product and service improvements across TCL's HVAC and consumer electronics portfolio.
As a key bridge between customers, field partners, and internal engineering teams, this individual will lead advanced troubleshooting efforts, support technical training initiatives, and contribute to root cause analysis and product feedback loops. The ideal candidate brings strong hands-on technical expertise, structured problem-solving skills, and a proactive, service-oriented mindset.
This role requires a high level of ownership, comfort operating independently in field environments, and the ability to translate technical complexity into clear, actionable guidance for diverse audiences.
Duties may include but are not limited to:
Technical Support & Issue Resolution
Provide advanced technical support across multiple channels, resolving complex product and service-related issues with a strong focus on customer satisfactionOwn and manage technical escalations, including Level 1 and Level 2 troubleshooting across HVAC and consumer electronics product linesSupport contractors, distributors, and partners with diagnostics, repair strategies, and resolution of high-complexity field issuesField Training & Partner Enablement
Travel to customer, contractor, and distributor sites to deliver technical training on product usage, system operation, troubleshooting, and repair best practices.Act as a key technical resource to strengthen partner capabilities and ensure consistent service quality across the network.Support field teams with real-time guidance to improve resolution rates and reduce repeat service calls.Claims Management & Service Operations
Review and process customer labor and parts claims, applying data-driven decision-making to approvals and denials.Assist with parts and unit inventory management to maintain optimal service levels and minimize downtime.Ensure adherence to service policies, procedures, and operational standards across all support activities.Cross-Functional Collaboration & Root Cause Analysis
Collaborate with internal teams and external vendors to resolve technical issues and identify root causes.Lead the investigation and resolution of recurring or emerging product issues, providing actionable feedback to product and engineering teams.Support continuous improvement initiatives by identifying trends and recommending process or product enhancements.Knowledge Management & Continuous Improvement
Serve as a subject matter expert for assigned TCL product lines and related technologies.Develop and refine troubleshooting guides, service documentation, and technical workflows to improve efficiency and resolution consistency.Analyze service data and performance metrics to generate insights that inform technical decisions and operational improvements.Travel & Operational Flexibility
Maintain flexibility to support business needs outside of standard working hours, including weekends and holidays as required.
Qualification/Requirements:
Must Haves
Bachelor's degree in a technical field (Engineering, IT, or related) or equivalent hands-on experience4+ years of experience in technical support, field service, or troubleshooting within HVAC, consumer electronics, or related industriesStrong diagnostic and problem-solving skills with the ability to resolve complex technical issues independentlyProven ability to communicate technical concepts clearly to both technical and non-technical audiencesExperience working cross-functionally in fast-paced, matrixed environmentsStrong customer service mindset with a focus on continuous improvementProficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)Ability to manage multiple priorities and adapt to changing business needsMust be locally based and available for onsite and field supportNice to Haves
Hands-on HVAC experience or exposure to HVAC systems, installation, or service operationsHVAC certification or progress toward certifications such as EPA Section 608 or C-20 Warm-Air Heating Ventilating and Air-Conditioning Contractor LicenseExperience supporting field service networks, contractors, or technical training programsFamiliarity with service operations tools (ERP, CRM, inventory, or ticketing systems)Strong analytical skills with the ability to leverage data to drive operational improvementsBenefits:
Vacation: Starting at 5 days per yearHealth & Wellness Days: 10 days per year (prorated based on start date)Paid Holidays: 12 days per yearMedical InsuranceDental InsuranceVision Insurance401(k) & Retirement PlanJob Type: Full-time
Salary Range: $75,000 - $100,000
