1. Distribution Partner Return Process
Presenters Name

2. Agenda SITECH Startup Training - Distribution Partner Return Process
Remedy
What is it?
How does it work?
Regional Fulfilment Center
Summary
Return Material Autorization (R.M.A)

3. What is Remedy? Trimble´s Customer Relationship Management system
Distributors/End customers can send their requests for
Returns (Order Fulfillment)
Exchanges (Order Fulfillment)
Complaints (Separated & Assigned based upon type)
Questions (Separated & Assigned based upon type)
Support issues (Separated & Assigned based upon type)
Trimble can handle all feedback in a quicker way and solve all customer related issues effectively
Trimble captures and stores all information for further action, tracking and continuous improvement

4. How does it work?
Support Requests can be submitted on the Trimble Partners website or at:
For questions about repairs, assistance to repairs, Warranty Claims please to
Automatic confirmation for follow up via

5. Regional Fulfillment Center (R.F.C.)
One point of contact for the whole region
Trimble partners receive only one single invoice and shipment, regardless where the products are produced
Important advantages being faster deliveries and increased visibility and quality of the complete order fulfillment cycle

6. Americas Regional Fulfillment Center (A.R.F.C.)
Address: Trimble Navigation Ltd.
5475 Kellerburger Road
Dayton, Ohio 45424
Responsibilities:
USA
Canada
Central America
South America
Asia / Pac (Except China)

7. European Regional Fulfillment Center (E.R.F.C.)
Address: Trimble Europe B.V.
Meerheide 45
5521 DZ Eersel
The Netherlands
Responsibilities:
Europe & Russia & CIS
Middle East
Africa

8. Summary
Support Requests & Warranty Claims can be submitted at:
For questions about repairs, assistance to repairs, Warranty Claims please to
Any request goes into Remedy
Any issue which is not in Remedy does not exist
Any return to the Regional Fulfilment Center or Regional Repair Center must be identified by a return number

9. Return Material Autorisation (R.M.A.)
R.M.A. is divided in:
Defective Product Return (D.P.R.)
Misshipment (M.S.R.)
Sales Return Autorization (S.R.A.)
Service Work Order (S.W.O.)
Dealer Warranty Claim Request (D.W.C.R.)

10. Defective Product Return (D.P.R.)
Types:
Replacements with approval
Non-repairable goods
New Product introduction (N.P.I.)
Multiple time failure
Product failure within 30 days from delivery

11. Defective Product Return (D.P.R.)
D.P.R. gets recognized by Trimble Service & Support
D.P.R. number will be send out
Distribution partner sends in the product with the D.P.R. number
Distribution partner has 45 days to return the product to the R.F.C.
Replacement product will be ordered with a Replacement and Return Order

12. Misshipment (M.S.R.) Types: Damaged shipment
Delivery to wrong address or customer
Duplicate Shipments
Miss-shipment (wrong part number)
Over-shipment (wrong quantity)
Short-shipment (wrong quantity)
Used or old product
Wrong or missing component or kit item

13. Misshipment (M.S.R.) M.S.R. gets recognized
M.S.R. number will be send out
Distribution partner sends in the product with the M.S.R. number
Distribution partner has 30 days to return the product to ther R.F.C.
Distribution partner will get credit memo once the product has been returned

14. Sales Return Autorization (S.R.A.)
Types:
Inventory returns of products
Needs approval from the Regional Sales Manager
Return of Trade-in items
Process:
S.R.A. number will be generated
Item will be send back
Credit note or new invoice will be created

15. Service Work Order (S.W.O.)
Types:
for all items which need to be send in to the Repair Center for repair
Process:
S.W.O. number request
Distribution partners online on Trimble Partners
Customers via to
S.W.O. number gets created
Product will be send to Repair Center together with the S.W.O. number

16. Service Repair Centers
Trimble Navigation, Ltd.
Regional Service Center
5475 Kellenburger Rd.
Building 1, Door 6
Dayton, OH 45424
United States
Trimble Germany GmbH
Am Prime Parc 11
D – Raunheim
Germany
311 Fute Road (M.), 3/F
Wai Gaoqiao Free Trade Zone,
Pudong, Shanghai
China, 

17. Dealer Warranty Claim Request (D.W.C.R.)
Types:
Warranty claims for product repairs
Must be submitted within 60 days after repair
D.W.C.R. invoices must be send to the Regional Fulfillment Center within 30 days from D.W.C.R. generation

18. Contacts For all contact details please see also: Support Services:
Repair Services:

19. Thank you