Technical Services Engineer II - HVAC

Position Summary:TCL is seeking a resourceful and customer-focused Technical Services Engineer II 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:Provide hands-on technical assistance to customers through multiple support channels, resolving complex product and service issuesManage technical escalations and handle Level 1 and Level 2 troubleshooting for TCL's product categoriesTravel to customer, contractor, and distributor sites to deliver training on HVAC systems, product use, troubleshooting, and repairsReview and process customer labor and part claims, making data-driven decisions regarding approvals and denialsSupport contractors with on-site diagnostics and repair strategies for high-complexity issuesCollaborate with internal teams and external vendors to resolve technical concerns and identify root causesAssist with inventory management for parts and units, helping maintain optimal service levelsServe as a subject matter expert on assigned TCL product lines and related technologiesLead resolution of emerging product issues and recommend process changes where necessaryDevelop and refine troubleshooting flows and service documentation to improve resolution ratesAnalyze data from multiple systems and present findings to influence technical or product decisionsTravel approximately 30% to support domestic and international service operationsFlexible to work outside standard hours as needed to meet customer support demands, including weekends and holidaysQualification/Requirements:College degree in a technical field (e.g., IT, Engineering, Technology) or equivalent work experience4 years of experience in multimedia or consumer electronics troubleshooting, with emphasis on television or HVAC systemsStrong verbal and written communication skills, with the ability to convey technical details clearlyProficiency with Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)Proven ability to work cross-functionally in fast-paced environmentsPassion for customer service and continuous improvementComfortable balancing multiple responsibilities and shifting prioritiesMust be based locally and available for on-site and field support as neededBenefits:Vacation: Starting at 5 days per yearHealth & Wellness Days: 10 days per year (prorated based on start date)Paid Holidays: 12 days per yearMedical InsuranceDental InsuranceVision Insurance401(k) Retirement PlanPension PlanPaid Maternity LeaveJob Type: Full-timeSalary Range: $60,000 - 470,000 per year

Salary : $60,000 - $470,000