Page 337 - Tech handbook 2019 rev 6 whyperlinks

Asset Performance Management Center and Training Department

b.) Copy appropriate personnel on email to ensure
transparency; Technical Services Manager,
Administrator, APMC team.
3. If another internal customer such as; product support manager,
engineering team member, service manager, etc., the technical
support engineer will determine if APMC can support and request the
appropriate document or PO number from the requesting party.
4. If the customer, internal or external, cannot be supported, refer to
section within this document titled “APMC cannot support” for
instructions.
5. If the customer is not within the engineers AOR, refer to them to
assigned engineer. (See assigned AOR for customer listings)
6. If it is determined by the engineer that APMC can support,
immediately create a calendar appointment and categorize as green.
Add any special notes for the administrator as applicable.
7. Open salesforce case, if factory support is required.
8. Complete Excel support document with applicable information and
add to the calendar appointment. All supporting documentation
should be added as well. This includes: emails, case information,
passwords, etc.
9. Once all information is added to the calendar appointment, engineer
will change category color from green to yellow to indicate the job
and can be processed to close and invoice.

APMC cannot support or has exhausted support

- If at any time the support engineer has determined that APMC cannot
support or has exhausted all supporting efforts, the following should be
conducted:
1. If external customer: Refer them to the territory service manager.
2. If internal customer: Send email to service manager with description
of steps taken and recommended action.
3. If time spent is billable:
a. Create calendar appointment, categorize as green.
b. complete APMC support document with all relevant
documentation and add to the appointment.
c. Note as appropriate in the calendar. Ie. “APMC front loaded
service with data based on alarms: x,y,z”

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