[MaxLite] Technical support

[Zenny Haczyk]

To all  associates  to streamline our technical support process we are
implementing the following

 

Please start direct all technical product inquires as they relate to
installation, function, problems, failures, etc. to Greg Murphy. Greg  will
be handling these inquires and should only be addressing questions that are
not covered in the FAQ or focus sheet. Many of the calls that are
transferred to technical can be easily resolved by looking  through these
resources.  Greg should only be receiving calls that are not covered by our
Focus sheets of the attached FAQ.  Greg  has set his landline to transfer
calls to his cell should he be away from his desk making himself very
accessible. 

 

Effective immediately we want Eugene So to be primarily focused on
supporting  product related  engineering, regulatory approvals, QC and
fixture layout functions.  Eugene will serve as a back-up to Greg  in the
event of Greg's absence. Although Eugene is Greg's back-up, please do not
transfer customer calls to him directly. If an immediate answer is needed
you may put the customer on hold and obtain the answer from him. If he is
not available, please do not transfer the customer in his voice mail, take
the information down follow-up with him when he is available so you can call
the customer back. 

 

For Product Management , Ken Charton will be our internal representative for
such items as  specific product specifications, pending regulatory approval,
product features, upgrades or status, etc. We ask you to direct your
question to him via e-mail  as much as possible. Ken is new and is still
learning our products and process, so please provide specific product
numbers, names and description to aid him in his research.

 

Warranty related issues will  continue to go through me and I can help on
other support matters as circumstances may dictate.

 

With implementation of  the support outlined above, we ask that you reframe
from directing any customer or agent calls to James Steedly. James's primary
focus will be on product design, development and launch in conjunction with
the product management.   Again, any calls regarding product not cover by
the FAQ or focus sheet should be channeled through to Greg or if Product
Management related to Ken.  They will draw on the necessary resources as
applicable.

 

Thank you for help and cooperation in advance.

Zenny

 

 

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