HVAC Field Support Lead & Technical Trainer

tcl group; Irvine (CA); On-site; CAD 106,000 - 142,000; Full time

Benefits offered by this job

Vacation days

Health & Wellness Days

Paid Holidays

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Matching

Job summary

TCL North America is seeking a resourceful HVAC Technical & Field Support Specialist to join our support team. You will resolve complex issues, train partners, and drive product feedback loops across HVAC and consumer electronics portfolio.

Role requires field work, on-site support, and strong communication skills to guide contractors and customers. Travel to sites and cross-functional collaboration are essential components of the job, with a salary range listed and formal benefits.

Qualifications

• Bachelor's degree in a technical field or equivalent hands-on experience.
• 4+ years of experience in technical support, field service, or troubleshooting in 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• Maintain flexibility to support business needs outside of standard working hours, including weekends and holidays as required.

Skills

Technical support

Field service

Diagnostic skills

Clear communication

Cross-functional collaboration

Customer service mindset

MS Office

Multitasking

Onsite availability

Education

Bachelor's degree or equivalent hands-on experience

Engineering/IT or related field

Tools

ERP systems

CRM systems

Inventory systems

Ticketing systems

Job description

TCL North America is seeking a resourceful HVAC Technical & Field Support Specialist to join our support team. You will resolve complex issues, train partners, and drive product feedback loops across HVAC and consumer electronics portfolio.

Role requires field work, on-site support, and strong communication skills to guide contractors and customers. Travel to sites and cross-functional collaboration are essential components of the job, with a salary range listed and formal benefits.