Technical Support Administrator – HVAC

TCL Electronics Australia Pty Ltd

About TCL

TCL is a leading global consumer electronics and home appliance brand with a growing presence across Australia and New Zealand. With our HVAC and hot water business continuing to expand, we are looking for a Technical Service Officer – HVAC to support our growing service network and deliver technical and warranty support to our customers, dealers and installers.

About the Role

The Technical Service Officer – HVAC will provide technical, warranty and service support across TCL’s HVAC and hot water product portfolio.

This is a hands-on role that combines HVAC technical support, warranty administration, spare parts coordination and service network support. You will work closely with Authorised Service Providers (ASPs), dealers, installers, customers, logistics partners and TCL’s internal teams.

Key Responsibilities

• Develop a strong understanding of HVAC products and principles, including split systems, ducted air conditioning and water heaters.
• Learn new HVAC products and assist with establishing appropriate spare parts inventory and service processes.
• Support the expansion and ongoing management of TCL’s Authorised Service Provider (ASP) network.
• Build effective relationships with ASPs, dealers and installers to support TCL customers.
• Provide technical support for new installations, fault diagnosis and product-related technical enquiries.
• Coordinate spare parts procurement and inventory, working with TCL HQ, factories, logistics and internal departments to ensure parts are available when required.
• Manage the day-to-day HVAC warranty replacement process, including replacement stock allocation, CRM updates, logistics coordination and communication with call centres, ASPs, dealers and customers.
• Assist in improving the service network’s repair capability and first-time repair rates, reducing unnecessary product replacements.
• Coordinate the return of faulty units and components to TCL and assist in improving the faulty goods return process.
• Process RA and credit claims, including issuing RA numbers, coordinating faulty returns, goods receipting and resolving stock variances.
• Respond to spare parts and accessories enquiries from ASPs, dealers and end users, using technical judgement to assess and approve requests.
• Coordinate cash sales and administrative processes for spare parts and accessories.
• Assist the Service Manager in developing and implementing service processes and procedures for MCC, ASPs, dealers and end users.
• Provide technical and service training to ASPs, dealers and installers.
• Maintain accurate service, warranty, CRM and spare parts records.
• Identify opportunities to improve service processes, customer satisfaction and overall HVAC service performance.

About You

You will ideally have:

• Experience or qualifications in HVAC, refrigeration, air conditioning, electrical or a related technical field.
• Practical understanding of HVAC systems, particularly split and ducted air conditioning.
• Experience in HVAC service, technical support, warranty, field service or a related industry.
• Strong troubleshooting and problem-solving skills.
• Ability to understand technical issues and provide practical solutions to installers and service technicians.
• Experience working with service agents, contractors, dealers or installers.
• Good understanding of spare parts, warranty and service processes.
• Strong communication and relationship-building skills.
• Excellent organisation and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• A proactive, customer-focused approach.
• Ability and willingness to travel when required.

Why Join TCL?

This is an excellent opportunity to join a global technology and home appliance brand at an exciting stage of growth in the Australian HVAC market.

You will play an important role in developing TCL’s HVAC service capability, supporting our service partners and ensuring our customers receive a high standard of technical and warranty support.

If you are an HVAC professional looking to develop your career with a growing global brand, we would love to hear from you.

Apply now to join TCL Electronics Australia.