technical support policy/procedures and business center features andy taussig e-business operations
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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/Procedures
Field 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/Procedures
New FAQ Technical GuideControl 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/Procedures
New FAQ technical guideThermostats
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/Procedures
NEED 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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