TCL North America · 1 month ago
Technical Support Engineer II - HVAC
Irvine, CA
Full-time
Onsite
Mid Level
$60K/yr - $70K/yr
4+ years expTCL North America is seeking a resourceful and customer-focused Technical Services Engineer II to join their growing support team. This role is responsible for enhancing the customer experience by resolving complex technical issues and driving product improvements across TCL's consumer electronics and HVAC product lines.
Consumer Electronics
Responsibilities
Provide hands-on technical assistance to customers through multiple support channels, resolving complex product and service issues
Manage technical escalations and handle Level 1 and Level 2 troubleshooting for TCL's product categories
Travel to customer, contractor, and distributor sites to deliver training on HVAC systems, product use, troubleshooting, and repairs
Review and process customer labor and part claims, making data-driven decisions regarding approvals and denials
Support contractors with on-site diagnostics and repair strategies for high-complexity issues
Collaborate with internal teams and external vendors to resolve technical concerns and identify root causes
Assist with inventory management for parts and units, helping maintain optimal service levels
Serve as a subject matter expert on assigned TCL product lines and related technologies
Lead resolution of emerging product issues and recommend process changes where necessary
Develop and refine troubleshooting flows and service documentation to improve resolution rates
Analyze data from multiple systems and present findings to influence technical or product decisions
Travel approximately 30% to support domestic and international service operations
Flexible to work outside standard hours as needed to meet customer support demands, including weekends and holidays
Qualification
Required
College degree in a technical field (e.g., IT, Engineering, Technology) or equivalent work experience
4+ years of experience in multimedia or consumer electronics troubleshooting, with emphasis on television or HVAC systems
Strong verbal and written communication skills, with the ability to convey technical details clearly
Proficiency with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
Proven ability to work cross-functionally in fast-paced environments
Passion for customer service and continuous improvement
Comfortable balancing multiple responsibilities and shifting priorities
Must be based locally and available for on-site and field support as needed
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
Pension Plan
Company
TCL North America
After spending over 40 years at the forefront of consumer technology, TCL has pushed the boundaries of what’s possible, raising the bar across our industry, and proudly pioneering new innovations.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Chris Regina
Chief Content Officer
Daniel Smith
Chief Creative Officer
Company data provided by crunchbase