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
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Ron Elsenbeck
Greg Irvin
RL Sain
Mike Woodward
Donna Davis
Technical Support Policy/Procedures
Process Corrective Action Requests
Field Corrective Action
Requests
Technical Service
TS develops field
corrective action
and response
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
Technical Support Policy/Procedures
NEW TROUBLESHOOTING FORM
OLD FORM
NEW FORM
Technical Support Policy/Procedures
HAVE DETAILS WHEN CALLING
Technical Support Policy/Procedures
HAVE DETAILS WHEN CALLING
Technical Support Policy/Procedures
New FAQ Technical Guide
Control Boards (CXM/DXM)
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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 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/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
Lets take a tour …
Step 1) Log-In
e-business operations