Technical Support Engineer II
4 days ago
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 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/Requirements:
- 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
Job Type: Full-timeSalary Range: $60,000 - $70,000 per year
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