[Hvac / Customer Advocacy] Hvac Technical And Field Support Specialist

Position Summary:

TCL is seeking a resourceful and customer-focused HVAC Technical and Field Support Specialist 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.

Duties may include but are not limited to:

Technical Support & Issue Resolution

• Provide hands-on technical assistance across multiple support channels, resolving complex product and service-related issues with a strong focus on customer satisfaction.
• Manage technical escalations, including Level 1 and Level 2 troubleshooting across TCL's product categories.
• Support contractors and partners with advanced diagnostics and repair strategies for 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

• Travel approximately 30% to support domestic and international service operations, including on-site diagnostics and partner support.
• Maintain flexibility to support business needs outside of standard working hours, including weekends and holidays as required.

Qualification/Requirements:

Must Haves

• College degree in a technical field (e.g., IT, Engineering, Technology) or equivalent practical experience.
• 4+ years of hands-on experience troubleshooting multimedia or consumer electronics products, with a focus on televisions or HVAC systems.
• Proven ability to communicate technical concepts clearly, both verbally and in writing, to diverse audiences.
• Demonstrated success working cross-functionally in fast-paced, dynamic environments.
• Strong customer service orientation with a continuous improvement mindset.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
• Ability to manage multiple priorities, balance competing responsibilities, and adapt to shifting demands.
• Must be based locally and available for on-site and field support as needed.

Nice to Haves

• Experience supporting large-scale field service operations or technical training programs.
• Exposure to consumer electronics, smart home, or HVAC product lines in a service or technical capacity.
• Familiarity with enterprise tools for service operations, inventory, or workflow management.
• Strong analytical and problem-solving skills, with the ability to use 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-timeSalary Range: $75,000 - $100,000