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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 . 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

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  1. Technical Support Policy/Procedures and Business Center Features Andy Taussig e-business operations

  2. 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

  3. 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

  4. OLD FORM NEW FORM Technical Support Policy/Procedures NEW TROUBLESHOOTING FORM

  5. Technical Support Policy/Procedures HAVE DETAILS WHEN CALLING

  6. Technical Support Policy/Procedures HAVE DETAILS WHEN CALLING

  7. 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?

  8. 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?

  9. Technical Support Policy/Procedures NEED HELP? • Troubleshooting sheet information • All technical materials on the web • Developing new FAQ technical guide

  10. Technical Support Policy/Procedures QUESTIONS?

  11. Business Center Features Customer Self Service Center Dedicated to Providing Quick Accurate Information 24/7

  12. Commercial Customer Service Group • Cindy Perry, Customer Service Manger • Gloria Rose, Gypsy Kenny, Kimberly Briggs, Kristopher Simmons

  13. 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

  14. Business Center Features Lets take a tour … Step 1) Log-In e-business operations

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