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

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Presentation on theme: "Technical Support Policy/Procedures and Business Center Features Andy Taussig e-business operations."— Presentation transcript:

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

2 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

3 Technical Support Policy/Procedures Field Corrective Action Requests Technical Service Yes, Add to the field issues list No, communicate back to initiator Request Form to Steering Committee (SC) SC to set action plan Quality tracks & reports status of CARs TS / CS to communicate back with initiator & cust as necessary & consider Tech Bull TS develops field corrective action and response Process Corrective Action Requests

4 Technical Support Policy/Procedures OLD FORMNEW FORM 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 1 st stage heating? I bought a new thermostat, wired it up and the unit wont 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 e-business operations Lets take a tour … Step 1) Log-In

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