Internal Support Request – Carrier Enterprise Technical Support

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Request Type *

Technical Support Request
New Customer On-Boarding
Customer Training Request
Jobsite Visit Request(Coming Soon)
VRF Start Assistance(Coming Soon)

Select the type of request you need to submit.

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Associate Name *

First

Last

Associate Email *

Associate Phone *

Region *

Location – City *

Technical Support Request Details

What do you need assistance with? *

What do you require assistance with on Equipment? *

What do you require assistance with on Parts? *

Describe Other *

Model Number *

Serial Number *

Please provide a detailed description related to your request for technical support. *

File Upload

Drag & Drop Files, Choose Files to Upload You can upload up to 4 files.

New Customer On-Boarding Request Details

Technical Support & Digital Resources Orientation

Course Description

This session introduces new contractors to the tools, resources, and support channels available through Carrier Enterprise Technical Support. The purpose of this onboarding is to ensure contractors understand how to access technical resources, how to request support effectively, and how to leverage CE’s digital platforms for training and troubleshooting.

This orientation focuses on demonstrating the use of key digital tools including HVAC Pro+ App, Wingman, CE PATH, and the Carrier/Bryant Service Tech App. Contractors will learn how to contact Technical Support, what information is required when requesting assistance, and where to find product documentation, training resources, and troubleshooting tools.

This session is step one before any formal product technical training. Contractors are expected to utilize CE PATH for structured service training courses. Technical courses do not cover/replace Pre-Sales training such as Feature, Function, or Benefits of the Carrier/Bryant products.

Learning Objectives

By the end of this onboarding session, participants will be able to:

Access CE technical resources using the HVAC Pro+ App
Understand how Wingman is used to submit technical support cases
Navigate CE PATH to locate and enroll in product training
Use the Carrier/Bryant Service Tech App for troubleshooting and diagnostics
Understand what information is required when requesting technical support
Locate product documentation, manuals, and service resources
Identify the proper channels for technical assistance

Review the Course Orientation Outline

Sales Playbook

When to Request Contractor Onboarding
Sales should request this onboarding when:

A new contractor begins purchasing equipment through CE
A contractor is new to Carrier/Bryant product lines
A contractor needs orientation to CE digital support resources
A contractor is transitioning from another distributor and needs to understand CE systems

When NOT to Request This Session
This onboarding session is not designed for:

Product technical training
Service technician troubleshooting training
Installation training
Controls programming training
Advanced diagnostics

For those needs, contractors should enroll technicians in CE PATH technical training courses.

Pre-Work Requirements (Contractor)
Prior to the onboarding session, the contractor should complete the following:
Each technician and company contact must download the HVAC Pro+ App.
Each user must create their own login and profile.

Verify access to:
HVAC Pro+ App
Wingman support portal
CE PATH training platform

Completion of this setup ensures participants can actively follow demonstrations during the onboarding session.

This is a FREE Course.

CE Account # *

Customer Company Name *

Customer Address *

Address Line 1

City

State / Province / Region

Postal Code

Country

Contact Name *

Contact Phone *

Contact Email *

All CE PATH course fees and Instructor travel expenses will be billed to the customers account.

Class Desired

Course name from CE PATH that is not listed.

This must be a course from CE PATH. Please visit the course catalog.

Requested date of event – Option 1 *

Allow a minimum of 14 days in advance for scheduling. We cannot guarantee the requested date.

Start Time *

Requested date of event – Option 2 *

Optional second choice date. Allow a minimum of 14 days in advance for scheduling.

Start Time *

Participant Email Addresses

Minimum number of participants 10. Add each attendee email address used in HVAC Pro+.

Attendee email address – Must be registered in the HVAC Pro+ App *

Where is the training to be conducted *

Virtually – Zoom
CE Local Facility
Customer Location

What resources does this facility have?

Training Room
Projector
TV w/ HDMI connection

Any additional comments or requests?

Connected Date Carrier

Technical Support Site Visit Job Information Request

Please read before completing this form

IMPORTANT: Prior to scheduling a site visit an effort must be made to resolve the problem by the dealer’s service technician and/or service manager by visiting the site and gathering the necessary diagnostic information. The dealer’s technician must contact the Technical Service & Support Team from the jobsite and describe the problem in detail. The service technician must perform the steps that the Technical Service Representative recommends during support call. Only after these recommendation have been completed and verified should you complete this form.

Carrier Enterprise – Technical Job‑Site Visit – Overview
Your quick‑reference guide to requesting, approving, and billing an on‑site service visit.

1. When is a Site‑Visit needed?

When a problem cannot be solved by the contractor, we are here to help, but we must use caution. The easiest thing is to request a Technical Support Representative to visit the site. However, the contractor’s intent maybe for CE to help address a particular issue, but while on site, a TSR could find other deficiencies that can create other concerns and more financial & technical distress on the contractor.

2. Who’s Involved?

Role	What They Do
Technical Support Representative (TSR)	Verifies remote‑tool exhaustion, creates the Jobsite Visit Request, informs the contractor of any fee.
Technical Manager / Supervisor	Reviews and approves the request; decides on fee‑waiver eligibility.
Technical Support Representative (TSR)	Performs the on‑site visit, gathers data, completes the Visit Report.
Dealer / Contractor	Provides site access, safety PPE, and performs any service tasks during the visit.
Technical Support Operations Team	Issues the invoice or waiver after the visit.

3. Step‑by‑Step Process

A. Exhaust Digital Tools

1. Remote troubleshooting – phone, email, video, remote diagnostics, photos, etc.
2. ALL TSR requested troubleshooting forms, must be submitted for review.
3. Log every step in Salesforce case (date, method, outcome).

Only after a full digital effort will a site‑visit be considered

B. Request & Approval

TSR opens/transfers a “Jobsite Visit Request” ticket to the Technical Manager for review.
Technical Manager review – confirms remote digital tools were fully used and checks for possible manufacturing defects.
Approval – Once all tools are verified and site visit is determined as needed the Technical Manager will approve the Jobsite Visit request and assigns a TSR.

C. Fee Determination

Situation	Fee Action
Standard application/installation/service issue	Charge the standard On‑Site Visit Fee (see Appendix A).
Proven manufacturing defect (serial‑number analysis, lab test, etc.)	Waive the fee.
Unclear classification	Manager decides case‑by‑case (may provisionally charge, then adjust).

D. Scheduling the Visit

Please allow 2 weeks for scheduling the site visit. The assigned TSR contacts the contractor to schedule the date, time, and any site‑access requirements.
Safety & PPE – the contractor must provide required PPE or confirm that the site will supply it.

E. On‑Site Execution

1. Contractor Service Manager or Dealer Principle and a service technician must be ON-SITE and remain on-site during the entire site visit.
2. The Service Technician should have all industry standard tools.

The CE TSR is only onsite to provide:

1. Diagnosis – inspection, testing, data collection assistance.
2. Documentation – photos, notes, service actions

F. Post‑Visit Actions

Report upload – TSR uploads the completed report to the Salesforce case system.
The regional Technical Service manager will review – submits invoice or records a fee waiver.
Dealer follow‑up – TSR will send a copy of the report after review which will include any recommendations of installation/service tasks for the contractor (contractor responsibility).

4. What the Contractor Must Provide (Dealer/Contractor Responsibilities)

Site access – clear entry, parking, and any security clearances.
The contractor Principle or Service Manager must be onsite during the entire site visit.
A technician with all necessary tools and proper technical expertise must also be present.
Safety compliance – PPE, lock‑out/tag‑out procedures, and any site‑specific safety rules.
Service participation – perform any parts replacement, adjustments, or other tasks the TSR directs.
Parts & consumables – cover costs for any components needed during the visit.
Record‑keeping – retain copies of the visit report for warranty and compliance purposes.

5. Fee Waiver Criteria

Criterion	Evidence Required
Defective Part	Part number, batch/lot, failure analysis, manufacturer test data.
Design Flaw	Engineering review, repeatable failures across multiple installs.
Production Error	QC records, shipping damage reports, non‑conformance notices.
No Installation Error	Installation logs, photos showing correct installation per manuals.

If any of these are satisfied, the Technical Service Manager may approve a fee waiver. All waivers are documented in the case notes.

Appendix A – Standard On-Site Visit Fee

Service	Fee (USD)
One (1) qualified TSR visit (up to 4 hours on-site)	$650.00
One (1) qualified TSR visit per an additional hour	$150.00
Additional travel beyond 50 mi radius as per Google Maps shortest distance.	$3.50 per mile
Overnight stay (if required)	$350.00 per night

(Fees are reviewed annually.)

Click "Yes" to acknowledge that you understand the process to gain access to the form. *

Dealer information

Company Name *

Company 6 Digit Account Number *

Customers without an account number use account #991122

Service Manager Name *

Service Manager Phone Number *

Service Manager Email *

Has your company's Service Manager or lead technician visited this jobsite? *

Technical Support Case# *

Job Site Information

Jobsite – Customer Name *

Jobsite Address *

Address Line 1

Address Line 2

City

State / Province / Region

Postal Code

Country

Equipment Information

System Type

Outdoor Unit Model Number *

Fan Coil Unit Model Number *

Outdoor Unit Serial Number *

Fan Coil Serial Number *

Outdoor Unit Startup Date *

Fan Coil Startup Date *

Package Unit Model Number *

Package Unit Serial Number *

Package Unit Startup Date *

Outdoor Unit Model Number *

Indoor Furnace Model Number *

Indoor Evaporator Coil Model Number

Outdoor Unit Serial Number *

Indoor Furnace Serial Number *

Indoor Evaporator Coil Serial Number

Outdoor Unit Startup Date *

Indoor Furnace Startup Date *

Indoor Evaporator Coil Startup Date

What type of thermostat is used? *

Ecobee
Carrier Smart Thermostat
Infinity/Evolution User Interface
Other 24v Control

Ecobee Model

Ecobee Serial

Ecobee Software Version

Ecobee Startup Date

Wi-Fi Connected

Infinity/Evolution Model

Infinity/Evolution Serial

I/E Software Version

Infinity/Evolution Startup Date

Wi-Fi Connected

Carrier Smart Thermostat Model

Carrier Smart Thermostat Serial

Carrier Smart Thermostat Software Version

Carrier Smart Thermostat Startup Date

Wi-Fi Connected

Thermostat Brand

Thermostat Model

Thermostat Serial

Thermostat Startup Date

Wi-Fi Connected

Provide a detailed description of problem to be resolved. *

Scheduling Options

IMPORTANT! Dealer Service Manager and/or Owner must be present during any and all job site visits. A technician with all necessary tools and proper technical expertise must also be present as we provide diagnostic assistance ONLY!

If the dealer service manager or owner is not present the site visit fee will not be refunded regardless of findings.

Preferred date and time the contractor would like to schedule the visit. *

Date

Time

Allow a minimum of 21 days in advance for scheduling. We cannot guarantee the requested date.

Alternate date and time the contractor would like to schedule the visit. *

Date

Time

Allow a minimum of 21 days in advance for scheduling. We cannot guarantee the requested date.

We will make our best effort to accommodate the requested times as best as possible, but may not be available due to prior commitments.

If unable to accommodate the requested time, alternate days and/or times will be suggested.

Failure of the Service Technician and Service Manager or lead technician appear within 30 minutes of the scheduled time will result in forfeiture of the site visit fee(s) and the visit will require rescheduling.

The above also applies if the technician on site lacks the necessary tools or knowledge to perform the required testing of the equipment. Rescheduling for a future time or date without a minimum of 24 hours notice will require the site visit fee(s) to be paid again.

Purchase order for the site visit.

Provide a number or reference text here for billing even if your account is a cash account. This will provide a reference number for this request.

Disclaimer

CE will provide an evaluation of the HVAC system conditions and issues observed during the on-site inspection. While we strive for accuracy, CE disclaims responsibility for any consequences arising from the use of this information or any actions taken based on our assessment.

Our inspection is limited to the HVAC system issues that become apparent during our visit and should not be relied upon as a complete identification of all possible equipment failures, safety hazards, efficiency concerns, or maintenance, repairs, or replacements that may be necessary. Additional issues may become apparent upon further inspection, system operation, or over time. Hidden or latent defects may not be discoverable during a standard site visit.

CE is not responsible for issues that develop after the visit or for problems that require specialized testing or equipment beyond the scope of a standard HVAC evaluation.

Disclaimer Acknowledgement *

I have read and fully understand and agree to this disclaimer statement