Technical Consulting Program

Below outlines a new service being offered by CE Mid Atlantic for 2017. We are excited to be on the forefront, leading the industry with new services and ideas to continue to help our customers grow and flourish. While there are many consulting firms and programs available for HVAC, there is none of this kind that are designed specifically for the technical side of the business where in many instances the profit is lost due to call backs and customer confidence killers that are a direst result of installation practices and/or mistakes. There is a link below to email with questions and also a link to the registration page to start the process if you are interested in this service. For a PDF version of the program, click HERE. 




Program’s Purpose: 
CE desires to assist our dealers through use of our advanced and experienced technical personnel to assist in measuring their current technical landscape, and by offering solutions through training and improvement ideas. This will result in improved efficiency, profitability and consumer confidence by reducing needless callbacks and non-billable service calls. 


Program Overview: 
Three packages are offered that are based on your desired level of audit depth into your service and install operation. Audits will be conducted that will provide you a comprehensive evaluation of your personnel, service and installation processes, installation and service practices as well as your related forms and recorded information. These audits will be conducted by two of CE’s leading Customer Assurance Managers also referred to as tech support the process will include personnel interviews, job file reviews, service and install paperwork reviews, as well as job site visits. Upon completion of the audit, a meeting will be scheduled with the auditors and dealer management to discuss findings and recommendations; a written copy of the report will also be provided. Up to 50% of the cost of this program can be paid using accrued marketing funds, see your TM for your marketing fund account status. This is an introductory offer that must be registered before July 1st, 2017, it is on a first come, first serve basis. 


Registration Information: 
Registration for the program will be made through the CEMATraining.com website via the “Technical Consulting” tab. Complete the online registration form and you will be contacted by the program’s admin. The online registration form will require your company name, account number, contact name, number and email and purchase order for payment. 50% of the program cost will be billed after scheduling is confirmed, the remainder will be billed after audit completion. Last minute audit cancelations will be subject to a service charge and will be re-scheduled based on the auditor’s availability. This program is run on a first come, first serve basis. 
Consulting Packages







Basic Package

Two of our senior level Customer Assurance Managers will perform the following: 

Visit a minimum of 3 job sites
Interview randomly, installers and service technicians (the number of them will vary based on dealer size)
Evaluate start up sheets and service tickets, a minimum of 15 of each will be required. 
Evaluate job flow system as to when a job is sold to after job has been installed and all the steps in between. 


After evaluations, visits and interviews are completed, dealer will receive: 
Detailed report that grades the operation on: job processing, installation quality, personnel quality and paperwork efficiency. 
A report on recommended improvements in the areas where a grade less that an “A” was reported. 
60 Free hours of training to be redeemed from our Spring/Fall training program in our facilities. ($975 dollar value). 

Cost of Basic Package - $4,900







Advanced Package

Two of our senior level Customer Assurance Managers will perform the following: 
Visit a minimum of 5 job sites and/or service visits. 
Interview randomly, installers and service technicians (the number of them will vary based on dealer size)
Evaluate start up sheets and service tickets, a minimum of 25 of each will be required. 
Evaluate maintenance practices and associated paperwork. 
Evaluate job flow system as to when a job is sold to after job has been installed and all the steps in between. 
Evaluate service records and processes used to maintain customer confidence, example: how are calls backs handled?


After evaluations, visits and interviews are completed, dealer will receive: 
Detailed report that grades the operation on: job processing, installation quality, personnel quality, paperwork efficiency, service procedure efficiency and customer service practices. 
A report on recommended improvements in the areas where a grade less that an “A” was reported, includes recommendations on dealers service related forms used by their personnel.
80 Free hours of training to be redeemed in our Spring/Fall training program in our facilities. ($1300 dollar value). 


Cost of Advanced Package - $7,300







Expert Package

Two of our senior level Customer Assurance Managers will perform the following: 
Visit a minimum of 8 job sites and/or service visits. 
Interview randomly, installers and service technicians and office staff (the number of them will vary based on dealer size)
Interview/evaluate service management personnel and procedures used as a part of their management program.
Evaluate start up sheets and service tickets, a minimum of 50 of each will be required and a minimum number of tickets per tech will be required (will be based on number of techs and installers to be determined before visit). 
Evaluate maintenance practices and associated paperwork. 
Evaluate job flow system as to when a job is sold to after job has been installed and all the steps in between. 
Evaluate service records and processes used to maintain customer confidence, example: how are calls backs handled?
Evaluate tech support calls to date using Saleforce program. 


After evaluations, visits and interviews are completed, dealer will receive: 
Detailed report that grades the operation on: job processing, installation quality, personnel quality, paperwork efficiency, service procedure efficiency, management quality and customer service practices. 
A report on recommended improvements in the areas where a grade less that an “A” was reported, includes recommendations on dealers service related forms used by their personnel.
120 Free hours of training to be redeemed in our Spring/Fall training program in our facilities. ($1950 dollar value). 
2 Customized 4 hour training sessions with senior trainer at customers facility or CE facility. 

Cost of Expert Package - $10,500






Auditor Bios


Thomas “Huff” Hoffmaster II – Director of Customer Assurance & Technical Training
Huff started in the HVAC business by spending time with his dad in the sheet metal area of the business and has been in the business full time ever since he graduated high school in 1990. He has filled many different capacities in the industry that include; service manager, install manager, operations manager, sales in HVAC retail as well as distributor sales, product manager, customer assurance manager, technical trainer, sales trainer and is currently the Director of Customer Assurance and Technical training here at CE. He holds a West Virginia HVAC Masters and has held NATE and IGSHPA certifications while a dealer before entering distribution sector. Huff was also trained in geothermal with another brand while a dealer and now recognized as a resource of geothermal knowledge by the Carrier factory. His training has received many accolades from the factory as well as being recognized by CE in 2015 for his innovation in training with the CEMA Training website which he developed, built and maintains. Huff is comfortable whether it’s in the training room with a clicker in his hand, in the sheet metal shop with a duct hammer or in the field with a set of gauges, either way he loves to engage those around him and impart knowledge he has obtained over the last 28+ years. 


Richard “Richie” Burns – District Customer Assurance Manager
Richie launched into his HVAC career fresh out of high school and quickly worked his way up the ladder from installation to service tech and on to management roles due to his ability to quickly identify issues and develop resolutions for them. He has served in many different capacities within the trade that include; installer, service tech, installation manager, service manager, general manager as well as sales and comfort consultation. He has also spent time working in both the residential new construction as well as the add-on replacement market. His areas of expertise include; heat pumps, oil and gas furnaces, hydronics, residential steam systems and geothermal. While he has been in the business over 30+ years, he came to CE almost 5 years ago and quickly worked his way from being a customer assurance manager to being the district service manager, in which he manages the tech support phone operation with his emphasis being on the residential side. Richie has held a Maryland HVAC Masters for over 25 years and has been chosen by the factory to sit on a several different councils designed to help improve products that include heat pumps, inverters and home automation. Whether its helping a dealer with a technical issue or dealing with the factory on equipment operation and development issues, either way Richie is highly respected by both the factory and the dealers and is considered one of our resident technical experts at CE. 
Grading Process Explained:
Each item under the area heading will be inspected and given a rating from 1-10 with 10 being the highest. The ratings will be compiled and averaged to determine a grade for that area of concern. Any grade less than an “A” will be explained as to how/why that grade was determined. 



Audit Grading Factors

Grade Scale

A- 100-91%
B - 90-81%
C - 80-71%
D- 70-61%
E- 60 or below

Ductwork:
Manual D followed. 
For AOR applications, ductwork addressed in mechanical room.
Friction loss minimized
Filter configuration
Registers and return grilles
Neatness
Flexible ductwork  
Measured ESP versus calculated
Air leakage addressed  


Equipment: 
AHRI matched correctly.
Size meets manual S.
Interconnecting tubing correct diameters.
Flue sizing correct.
Wire sizing/breaker sizing.
Proper controls.


Installation: 
Installed according to manufactures instructions. 
Piping - refrigeration and gas if applicable. 
Physical configuration 
Electrical
Clearances 
Serviceability 
Controls 


Start up procedures:
Refrigeration 
Gas 
Electrical
Controls
Accessories 
Capacities 
Airflow 
Documentation 


Paperwork:

Flow process
Technical information
Data configuration
Concise 
Consistent 



Personnel: 
Job site practices
Tools (supply vs necessity)
Knowledge base
Safety
Troubleshooting 
Communication skills 





For questions and additional details, contact Thomas Hoffmaster via email: huff@carrierenterprise.com.

To register for this service and start the process, click HERE. 

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