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Who You Gonna Call?
After working in the field and my own business for years, I’ve recently made the change to work on the other side of the counter as Technical Support.
In my short time fielding calls from the other side of the counter, here is what I noticed that is worth sharing.
- Trust the process.
There’s a reason for the call, even if it’s just “My boss told me to double check with you,”. It’s best to do it right. When a technician has been working on a problem for long enough to consider calling tech support they generally already have an idea of what they think the issue is. They may be right. Maybe it is TXV again, but it may be something they didn’t see coming at all. It’s not an easy thing to let go of whatever you think may be causing the issue, take a minute and go through the details and trust the advice of your tech support. But you more than likely will save time by doing this step.
2. Accurate Job Site Descriptions = Quick Problem Solving
Please remember you have seen this job site, know it, and we do not. Understanding the layout, details, and what, if anything, on site could be involved in the issue is probably the most difficult thing to do remotely. Pictures, video, and of course being on the job site when making the call speed things up a lot.
3. Always start with the basics
Always start with the simple things. Just the other day a technician quickly answered “Yes.” when I asked, “Are you sure your wiring is correct?”. However, we found out later that his helper had in fact accidentally switched two wires. I’ve seen equipment wired wrong from the factory that would have been easy to miss and thus cause a lot of unnecessary lost time.
4. Check back in with your Tech Support
Finally, I would say the most important thing would be to check in when you know there have been multiple major component failures on a system. If you show up and find the second compressor in a system shorted out, it never hurts to send a text with model and SN alerting us of the problem while you’re on site. Any time you have something strange going on, a simple text gives us the opportunity to make sure there isn’t anything else to check while you’re there that could help avoid a third failure. It is also helpful if there ever was another failure, it shows you tried to loop us in which goes a long way.
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