Technical Support Center Process Improvements

We're excited to share that our Technical Support Center (TSC) located at both Daikin Texas Technology Park and in Carrollton, TX, has updated many of the processes used to assist technicians in resolving issues across North America. Below are the completed TSC process improvement updates that have recently been implemented.

1. The TSC has increased the number of Technical Support Specialists from 16 to 19 to better serve field service technicians. The 3 additional Technical Service Specialists are currently in training and will be ready to assist service technicians by June 1, 2020, to help manage the summer volume increase.

2. Training for all Technical Support Specialists has doubled to cover new products and current product updates.

3. A common, centralized digital document library has been added for TSC. This library will allow updating by a team member, providing easy, quick research and faster responses.

4. New service templates are now being provided to field service technicians while they are waiting for a returned call from a Technical Support Specialist. The new service templates can help field service technicians begin troubleshooting their issues while waiting for a call back. The templates are sent digitally so that field technicians can easily save files for future use. Service templates cover error codes, wiring troubleshooting, motor testing, electronic expansion valve testing and much more.

5. The automated phone system has been improved to provide three choices for the caller to choose from: 1. Unitary, 2. Mini and Multi-Splits, and 3. VRV products. This helps route the call to the proper Technical Support Specialist for a faster response. If all Technical Support Specialists are busy, an operator will issue a case number and a template. Service technicians with priority access and personal PIN will continue to receive priority service from the next available Technical Service Specialist. "One call does it all" is the TSC goal.

6. More than 130 videos are now available on Compass or Daikin University's YouTube channel and are recommended to field service technicians to complement the service templates.

Additional TSC process improvements are planned and will be communicated as they are implemented.