Nortek Global HVAC Technical Training

Transcription

1 Nortek Global HVAC Technical Training Nortek Global HVAC offers training that is both professional and practical for licensed HVAC field mechanics involved with sales, installation and service of Nortek Global HVAC products. Log into enora for the latest training information. 614A-0118 Training & Service - Page 1

2 Obtaining Technical Assistance Nortek Global HVAC offers their distributors technical assistance on products manufactured and sold by Nortek Global HVAC. Distributors can obtain technical assistance by talking directly with the Nortek Global HVAC Technical Advisors located in O Fallon, Missouri via Obtaining quality technical assistance from Nortek Global HVAC can be enhanced when a contractor provides their contractor ID. 614A-0118 Training & Service - Page 2

3 Technical Bulletins Technical updates are provided in the form of Bulletins ed out to applicable distributors. These bulletins will also be available through enora. Installers, contractors and or servicers wanting access to bulletins can go to the Premium Brand Web Site or contact their local Nortek Global HVAC distributor. 614A-0118 Training & Service - Page 3

4 Technical Training Seminars The distributor may decide to have a training program at the distributor s facility or at local hotel, etc. We need to stress the importance of providing a clean, comfortable environment with adequate lighting and seating for all attendees. A comfortable room allows the class attendees to relax, and be receptive to the material and information being discussed that day. Nortek Global HVAC will provide a training instructor to assist in the training program. The assigned instructor will conduct the seminar utilizing the packaged Nortek Global training material. The instructor assigned to conduct the seminar will contact and advise the distributor of any special needs or topic requirements. We strongly recommend that your service manager take an active role in these seminars. We can combine a product sales portion by utilizing our District Sales Manager (DSM) and have an informative seminar. REQUESTING A TRAINING SEMINAR You can participate in the Nortek Global HVAC Training Program by asking for a seminar in your locale. Available training days are Tuesday, Wednesday or Thursday. Current list of available schools: SEER (AC) Condenser 16 SEER (AC) Condenser Air Handlers Coils and Motors SEER (HP) Condenser 16 SEER (HP) Condenser G7 Single- and Two-Stage Gas Furnace Line 18 SEER Residential HP 20 SEER Packaged AC & HP Micro-Channel Coil Technology Airflow Characteristics & Diagnostics Packaged AC & HP Systems Manufactured Housing Gas Furnace Manufactured Housing Split System AC & HP 20 SEER Split System AC Pressure Switch Training TXV-Troubleshooting Defrost Board Troubleshooting Prices and School Request are available on enora. Training Support Menu > Technical Training News Fax or completed form to Technical Training Coordinator. There are other related costs that the distributor may incur such as: 1. Meeting room 2. Lunches 3. Promotional material 4. Providing equipment for students 5. Training materials All training material and directly related costs to conduct a seminar can be submitted for Co-Op. Prior written approval is required before credit can be issued. The promotional fund rate is 50/50. Promotional fund credit will be allowed for only the following expenses: 614A-0118 Training & Service - Page 4

5 1. Standard charge paid to Nortek Global HVAC to conduct service school training. 2. Meals - if furnished during the school. 3. Rental of any meeting rooms used. 4. Audio/Visual equipment rental (if required). 614A-0118 Training & Service - Page 5

6 Customer Service Nortek Global HVAC Consumer Service Procedures GENERAL Nortek Global HVAC has a customer service group that attempts to resolve all customer questions regarding technical, warranty and price and availability requests. Our customers can call or during our normal business hours of M-F, 8:00am-4:30pm CST or us at customerservice@nortek.com. We have a Tier 1 support team that will either answer your question or route your question to the appropriate department for assistance. Our support team does encourage all customers to use the distribution channel for faster support. All calls are recorded for quality assurance. We utilize a ticketing system to track information for future or more complicated issues. TYPES OF INQUIRIES, RESPONSES AND PROCEDURES 1. General Inquiries Telephone inquiries of a general nature will be answered directly by the Nortek Global HVAC Tier 1 Customer Service Department and resolved during the conversation whenever possible. Sometimes the answer to your question can be found on enora or the literature library. Be sure to ask customer service for assistance if you are unsure of where to find information. If your response does not need an immediate response, sending an to customerservice@nortek.com is sometimes a much faster way to get a response. Our volume of support requests do increase during cooling and heating season. We appreciate your patience as we work to respond to every customer inquiry. 2. Literature Request If you are looking to order literature, customer service will assist you with placing the order on enora. If the customer is looking for a single piece of literature that is available in our literature library, customer service will assist you with using the library or you a copy of the literature. 3. Parts Assistance Inquiries regarding parts identification or availability will be answered in our customer service team or forwarded to our parts team. You can reach the parts team directly by following the prompts on the phone system or by ing hvac.partstech@nortek.com. 4. Technical Service Support Contractors and distributors are able to get phone support for technical related equipment issues. The call starts in customer service where ticket information is gathered including the model and serial number. The ticket allows us to more quickly assist you by only gathering the information once per incident. If a follow up call is needed, providing the ticket number will allow us to continue the ticket for additional support. Homeowners are not provided technical support and are referred back to the installing contractor. 5. Homeowner Service Assistance Inquiries from homeowners regarding the need for service assistance will be forwarded an automated phone line that assists the homeowner in finding a local contractor. 614A-0118 Training & Service - Page 6

7 6. Warranty General warranty inquiry questions about the length of warranty or registration questions will be answered by customer service. More involved questions will be ticketed and answered by our warranty team. 7. Pricing and Availability Customer Service can answer many questions on pricing and availability. More complex questions will be sent to your Inside Sales Representative. 614A-0118 Training & Service - Page 7