Page 300 - Tech handbook 2019 rev 6 whyperlinks

Asset Performance Management Center and Training Department

Service Manager Responsibilities

- Create and make available on call schedule
- Make service group aware of on call schedule changes within 24 hours
- Understand each site contractual requirements for after hours support if
applicable and communicate any specific requirements to responding
technician.
- Make themselves available within 4 hours of a technician first
communication of a request for onsite support. If SM is not going to be
available prior arrangements must be made to ensure technicians and
customers are supported.
- If required communicate to customer regarding payment or PO required for
visit
- Follow up on any recommendations made by the customer during the next
business day or sooner if contract, site requires.
- Work with customer to close out any payments if required.

APMC

- Local support to be made available 7 days a week from the hours of 8am
4pm
- Respond within 1 hour of request support during times outlined above.
- Support requests made outside of those time will be provided by the
factory directly
- 24/7 hotline to be maintained and made available for support
- Annual review of this policy

Document: 1.0 Title: NES-WES After Date: 05/27/2020 Revision 0.0
hours Support

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