[HVAC / CUSTOMER ADVOCACY] HVAC Technical and Field Support Specialist

TCL North America•Irvine, CA

13d•$75,000 - $100,000•Onsite

About The Position

TCL North America is seeking a resourceful, customer-focused HVAC Technical and Field Support Specialist to support customers, field partners, and internal engineering teams across its HVAC and consumer electronics portfolio. The role focuses on resolving complex technical issues, strengthening field capabilities, and driving continuous product and service improvements. The specialist leads advanced troubleshooting and technical escalations, supports partner training, and contributes to root cause analysis and product feedback. The position requires hands-on technical expertise, structured problem-solving, independence in field environments, and the ability to communicate technical information clearly to varied audiences. This is a primarily on-site position based in Irvine, California, with regular travel to customer, contractor, distributor, and partner sites. Work may take place in office, warehouse, commercial, residential, and HVAC service or installation environments. The role may require support outside standard business hours, including weekends and holidays. The anticipated annual base salary range is $75,000–$100,000. Candidates must be legally authorized to work in the United States at the time of hire; employment visa sponsorship is not currently available. TCL North America states that it provides equal employment opportunities and reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs and practices.

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.
Legally authorized to work in the United States at the time of hire; the employer does not currently sponsor employment visas.

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 leverage data to drive operational improvements.

Responsibilities

Provide advanced technical support across multiple channels, resolving complex product and service issues with a focus on customer satisfaction.
Own and manage 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 complex field issues.
Travel to customer, contractor, and distributor sites to deliver technical training on product usage, system operation, troubleshooting, and repair best practices.
Strengthen partner capabilities and help ensure consistent service quality across the network.
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 for approvals and denials.
Assist with parts and unit inventory management to maintain service levels and minimize downtime.
Ensure support activities adhere to service policies, procedures, and operational standards.
Collaborate with internal teams and external vendors to resolve technical issues and identify root causes.
Lead investigations and resolution of recurring or emerging product issues and provide actionable feedback to product and engineering teams.
Identify trends and recommend process or product enhancements to support 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.
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.