Technical Support Policy/Procedures and Business Center Features

Andy Taussig

e-business operations

Technical Support Group

• Ron Elsenbeck• Greg Irvin• RL Sain• Mike Woodward• Donna Davis

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

Technical Support Policy/ProceduresField Corrective Action

Requests

Technical Service

Yes, Add to the field issues list

No, communicate back to initiator

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

TS develops field corrective action

and response

Process Corrective Action Requests

Technical Support Policy/Procedures

OLD FORM NEW FORM

NEW TROUBLESHOOTING FORM

Technical Support Policy/ProceduresHAVE DETAILS WHEN CALLING

Technical Support Policy/ProceduresHAVE DETAILS WHEN CALLING

Technical Support Policy/ProceduresNew 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/ProceduresNew 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/ProceduresNEED HELP?

– Troubleshooting sheet information– All technical materials on the web– Developing new FAQ technical guide

Technical Support Policy/Procedures

QUESTIONS?

Business Center Features

Customer Self Service Center Dedicated to Providing Quick Accurate

Information 24/7

Commercial Customer Service Group

– Cindy Perry, Customer Service Manger– Gloria Rose, Gypsy Kenny, Kimberly Briggs,

Kristopher Simmons

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 Features

e-business operations

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