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Technical Support Policy/Procedures and Business Center Features. Andy Taussig. e-business operations. Technical Support Group . Responsible for customer technical support coordination, special labor requests, and field reported corrective action requests. Ron Elsenbeck Greg Irvin RL Sain

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technical support policy procedures and business center features

Technical Support Policy/Procedures and Business Center Features

Andy Taussig

e-business operations

technical support group
Technical Support Group

Responsible for customer technical support coordination, special labor requests, and field reported corrective action requests

  • Ron Elsenbeck
  • Greg Irvin
  • RL Sain
  • Mike Woodward
  • Donna Davis
technical support policy procedures

Field Corrective Action Requests

Technical Service

Yes, Add to the field issues list

No, communicate back to initiator

TS develops field corrective action and response

Email Request Form to Steering Committee (SC)

SC to set action plan

Quality tracks & reports status of CAR’s

TS / CS to communicate back with initiator & cust as necessary & consider Tech Bull

Technical Support Policy/Procedures

Process Corrective Action Requests

technical support policy procedures1

OLD FORM

NEW FORM

Technical Support Policy/Procedures

NEW TROUBLESHOOTING FORM

technical support policy procedures2
Technical Support Policy/Procedures

HAVE DETAILS WHEN CALLING

technical support policy procedures3
Technical Support Policy/Procedures

HAVE DETAILS WHEN CALLING

technical support policy procedures4
Technical Support Policy/Procedures

New FAQ Technical Guide

Control Boards (CXM/DXM)

  • The green light is flashing, I think I have a bad board?
  • How do I retrieve the fault code?
  • The unit is not blowing hot/cold air?
  • The compressor is not running?
  • Compressor energizes then trips out?
technical support policy procedures5
Technical Support Policy/Procedures

New FAQ technical guide

Thermostats

  • Do I need to connect the “W” terminal for 1st stage heating?
  • I bought a new thermostat, wired it up and the unit won’t run or the unit runs in heating but not cooling?
  • What is the best thermostat for my unit?
  • The temperature on the thermostat reads differently than the actual room temperature?
technical support policy procedures6
Technical Support Policy/Procedures

NEED HELP?

  • Troubleshooting sheet information
  • All technical materials on the web
  • Developing new FAQ technical guide
business center features
Business Center Features

Customer Self Service Center

Dedicated to Providing Quick Accurate Information 24/7

commercial customer service group
Commercial Customer Service Group
  • Cindy Perry, Customer Service Manger
  • Gloria Rose, Gypsy Kenny, Kimberly Briggs, Kristopher Simmons
newest business center features
Newest Business Center Features
  • New EZ-ORDER Unit Tagging
  • New Rep Locator
    • Auto Lead Forwarding and Data Logging
    • Commercial Info Requests, Big Book Registrations, & ClimaSize
  • Lead Times
  • Serial Number & BOM Look-Up

e-business operations

business center features1
Business Center Features

Lets take a tour …

Step 1) Log-In

e-business operations

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