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.

• 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.

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.

• Bachelor's degree in a technical field (Engineering, IT, or related) or equivalent hands-on experience
• 4+ years of experience in…