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

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 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 resolution of high-complexity field issues

Field 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 experience
• 4+ years of experience in technical support, field service, or troubleshooting within HVAC, consumer electronics, or related industries
• Strong diagnostic and problem-solving skills with the ability to resolve complex technical issues independently
• Proven ability to communicate technical concepts clearly to both technical and non-technical audiences
• Experience working cross-functionally in fast-paced, matrixed environments
• Strong customer service mindset with a focus on continuous improvement
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
• Ability to manage multiple priorities and adapt to changing business needs
• Must be locally based and available for onsite 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 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 (ERP, CRM, inventory, or ticketing systems)
• Strong analytical skills with the ability to leverage data to drive operational improvements

Benefits:

• Vacation: Starting at 5 days per year
• Health & Wellness Days: 10 days per year (prorated based on start date)
• Paid Holidays: 12 days per year
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) & Retirement Plan

Job Type: Full-time
Salary Range: $75,000 - $100,000