Technical Services Engineer II - HVAC

Tcl•Irvine, CA

44d

About The Position

TCL is seeking a resourceful and customer-focused Technical Services Engineer II to join our growing support team. This role is responsible for enhancing the customer experience by resolving complex technical issues, driving product improvements, and supporting the implementation of new technologies across TCL's consumer electronics and HVAC product lines. The ideal candidate brings strong troubleshooting skills, a deep understanding of product support strategy, and a passion for delivering exceptional service. This role involves direct customer interaction, collaboration with cross-functional and external partners, and travel to support onsite troubleshooting and training. Candidates must be comfortable working independently, managing Level 1 and 2 support issues, and contributing to process and product innovation.

Requirements

College degree in a technical field (e.g., IT, Engineering, Technology) or equivalent work experience
4+ years of experience in multimedia or consumer electronics troubleshooting, with emphasis on television or HVAC systems
Strong verbal and written communication skills, with the ability to convey technical details clearly
Proficiency with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
Proven ability to work cross-functionally in fast-paced environments
Passion for customer service and continuous improvement
Comfortable balancing multiple responsibilities and shifting priorities
Must be based locally and available for on-site and field support as needed

Responsibilities

Provide hands-on technical assistance to customers through multiple support channels, resolving complex product and service issues
Manage technical escalations and handle Level 1 and Level 2 troubleshooting for TCL's product categories
Travel to customer, contractor, and distributor sites to deliver training on HVAC systems, product use, troubleshooting, and repairs
Review and process customer labor and part claims, making data-driven decisions regarding approvals and denials
Support contractors with on-site diagnostics and repair strategies for high-complexity issues
Collaborate with internal teams and external vendors to resolve technical concerns and identify root causes
Assist with inventory management for parts and units, helping maintain optimal service levels
Serve as a subject matter expert on assigned TCL product lines and related technologies
Lead resolution of emerging product issues and recommend process changes where necessary
Develop and refine troubleshooting flows and service documentation to improve resolution rates
Analyze data from multiple systems and present findings to influence technical or product decisions
Travel approximately 30% to support domestic and international service operations
Flexible to work outside standard hours as needed to meet customer support demands, including weekends and holidays