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Commissioning and warranty – Carrier makes it personal!

Carrier Air Conditioning has established a dedicated Commissioning and Warranty engineering team. Instead of allocating this work throughout the company’s large Service department, it has drawn together a team of very experienced engineers and put them through an appropriate training course to forge a new specialist department under former commissioning co-ordinator Steve Avery. He now becomes Carrier National Customer Services Manager.

“Manufacturers have not traditionally offered this level of service on large complex chiller projects,” continues Avery. “We are setting the pace. These changes are customer driven. We are responding to feedback from customer surveys. Our latest measurements show that we are now making 97% of customer appointments at their first requested date.”

The team’s remit, which is believed to be unique among UK chiller and complete air conditioning system manufacturers, is to become involved with clients even from the earliest stages of an order. In this way Carrier believes that potential problems will be averted long before they could ever occur. This will result in significant management efficiencies and savings for customers.

Overall, the advantages to customers from having a close relationship with a single engineer are enormous. If a Carrier Start-Up Plus maintenance contract is also taken out then the commissioning engineer will also be available to carry out the designated inspection visits that will support the integrity of the commissioning process. Further logistical improvements and subsequent savings result because of the close relationship. Customers learn that there are many features built-in to Carrier systems that they can use after installation, such as controls, system adjustments or management information provision. “Often customers commission independent work to provide these features before they learn that it is unnecessary because the Carrier software can already handle these requirements,” explains Steve Avery.

Some of Carrier’s warranty and commissioning team with manager Steve Avery (centre).

Email: ukmarketing@carrier.utc.com

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