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

TCL North America

Irvine (CA)

On-site

USD 75,000 - 100,000

Full time

8 days ago

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Benefits offered by this job

Vacation days

Health & Wellness Days

Paid Holidays

Medical Insurance

Dental Insurance

Vision Insurance

401(k) & Retirement Plan

Job summary

TCL North America is seeking an HVAC Technical & Field Support Specialist to join our support team in Irvine, CA. The role focuses on resolving complex issues, elevating field capabilities, and driving product/service improvements across HVAC and consumer electronics portfolios.

This position requires hands-on technical expertise, independent field work, and strong communication skills to translate technical concepts for diverse audiences.

Qualifications

Bachelor's degree in a technical field or equivalent hands-on experience.
4+ years in technical support, field service, or troubleshooting within HVAC, consumer electronics, or related industries.
Strong diagnostic and problem-solving skills with ability to resolve complex technical issues independently.
Proven ability to communicate technical concepts clearly to technical and non-technical audiences.
Experience working cross-functionally in fast-paced environments.

Responsibilities

Provide advanced technical support across multiple channels, resolving complex product and service-related 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.
Travel to customer, contractor, and distributor sites to deliver technical training and strengthen partner capabilities.
Review and process customer labor and parts claims with data-driven decision making.
Collaborate with internal teams and vendors to identify root causes and implement improvements.

Skills

Technical support

Field service

Communication

Cross-functional collaboration

Problem solving

Education

Bachelor's degree in engineering/related field

Job description

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.

These duties are directly related to essential operations, safety, trust, and compliance obligations within our organization. Please note that job duties may evolve based on business needs and additional responsibilities may be assigned as necessary to maintain operational efficiency and security.

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

Key Attributes for Success

Technically resourceful: Applies strong diagnostic skills to resolve complex technical issues.
Problem‑solving oriented: Identifies root causes and develops practical solutions.
Customer‑focused: Provides responsive, professional, and solutions‑oriented support.
Accountable: Takes ownership of issues and follows through to resolution.
Clear communicator: Explains technical information clearly to diverse audiences.
Adaptable: Comfortable working in changing field environments and shifting priorities.
Collaborative: Partners effectively with cross‑functional teams and field partners.
Continuous‑improvement minded: Identifies trends and opportunities to improve products, processes, and service quality.

Working Conditions

This is a primarily on‑site position based in Irvine, CA and does require regular travel to customer, contractor, distributor, and partner locations.
Work may occur in office, warehouse, commercial, and residential environments, including HVAC service and installation areas.
Occasional travel and work outside of standard business hours, including weekends and holidays, may be required to support business and customer needs.
Work environments may vary and can include exposure to varying temperatures, noise, confined or equipment‑access areas, and active service or repair environments.

Cognitive And Physical Demands

Daily: Extended periods of computer work, technical analysis, troubleshooting, documentation, communication with customers and partners, and management of multiple priorities.
Frequent: Application of independent judgment to diagnose complex technical issues; interpretation of technical information, service data, and equipment conditions; clear communication of technical concepts to technical and non‑technical audiences.
Frequent: Standing, walking, and moving throughout field and service environments; occasional bending, reaching, climbing, and positioning to inspect or troubleshoot HVAC equipment and related systems.
Occasional: Handling or moving tools, equipment, parts, or product components; working in varying environmental conditions while supporting field training, diagnostics, or service activities.

Benefits