[HVAC / CUSTOMER ADVOCACY] HVAC Technical and Field Support Specialist
About The Position
TCL North America is seeking a resourceful, customer-focused HVAC Technical and Field Support Specialist to elevate the customer and partner experience across its HVAC and consumer electronics portfolio. The role bridges customers, field partners, and internal engineering teams, handling advanced troubleshooting, technical training, root cause analysis, and product feedback. It requires strong hands-on technical expertise, structured problem-solving, independent ownership, and the ability to communicate technical information clearly to diverse audiences. The position is primarily on-site in Irvine, California, with regular travel to customer, contractor, distributor, and partner locations. Work may take place in offices, warehouses, commercial and residential settings, and HVAC service and installation areas. Environments may involve varying temperatures, noise, confined or equipment-access areas, and active service or repair work. Occasional work outside standard business hours, including weekends and holidays, may be required.
Requirements
- Bachelor's degree in a technical field such as Engineering or IT, or equivalent hands-on experience.
- At least 4 years of experience in technical support, field service, or troubleshooting within HVAC, consumer electronics, or related industries.
- Strong diagnostic and problem-solving skills, including the ability to resolve complex technical issues independently.
- Ability to communicate technical concepts clearly to technical and non-technical audiences.
- Experience working cross-functionally in fast-paced, matrixed environments.
- Strong customer service mindset and focus on continuous improvement.
- Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and PowerPoint.
- Ability to manage multiple priorities and adapt to changing business needs.
- Must be locally based and available for on-site and field support.
Nice To Haves
- Hands-on HVAC experience or exposure to HVAC systems, installation, or service operations.
- HVAC certification or progress toward certifications such as EPA Section 608 or a C-20 Warm-Air Heating Ventilating and Air-Conditioning Contractor License.
- Experience supporting field service networks, contractors, or technical training programs.
- Familiarity with service operations tools such as ERP, CRM, inventory, or ticketing systems.
- Strong analytical skills and ability to use data to drive operational improvements.
Responsibilities
- Provide advanced technical support across multiple channels and resolve complex product- and service-related issues.
- Own technical escalations, including Level 1 and Level 2 troubleshooting across HVAC and consumer electronics product lines.
- Support contractors, distributors, and partners with diagnostics, repair strategies, and high-complexity field issues.
- Travel to customer, contractor, and distributor sites to deliver training on product usage, system operation, troubleshooting, and repair best practices.
- Strengthen partner capabilities and provide real-time guidance to field teams to improve resolution rates and reduce repeat service calls.
- Review and process customer labor and parts claims using data-driven decision-making.
- Assist with parts and unit inventory management and maintain adherence to service policies, procedures, and operational standards.
- Collaborate with internal teams and external vendors to resolve technical issues and identify root causes.
- Investigate recurring or emerging product issues and provide actionable feedback to product and engineering teams.
- Identify trends and recommend process or product enhancements as part of continuous improvement initiatives.
- Serve as a subject matter expert for assigned TCL product lines and related technologies.
- Develop and refine troubleshooting guides, service documentation, and technical workflows.
- Analyze service data and performance metrics to inform technical decisions and operational improvements.
- Maintain flexibility to support business needs outside standard working hours, including weekends and holidays as required.
Benefits
- Vacation starting at 5 days per year.
- 10 health and wellness days per year, prorated based on start date.
- 12 paid holidays per year.
- Medical insurance.
- Dental insurance.
- Vision insurance.
- 401(k) and retirement plan.
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What This Job Offers
Job Type
Full-time
