Carrier Enterprise – Technical Jobsite 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?

RoleWhat They Do
Technical Support Representative (TSR)Verifies remote‑tool exhaustion, creates the Jobsite Visit Request, informs the contractor of any fee.
Technical Support Regional ManagerReviews 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 / ContractorProvides site access, safety PPE, and performs any service tasks during the visit.
Technical Support Operations TeamIssues 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

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

C. Fee Determination

SituationFee Action
Standard application/installation/service issueCharge the standard On‑Site Visit Fee (see Appendix A).
Proven manufacturing defect (serial‑number analysis, lab test, etc.)Waive the fee.
Unclear classificationManager 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

  1. Report upload – TSR uploads the completed report to the Salesforce case system.
  2. The regional Technical Support Regional Manager will review – submits invoice or records a fee waiver.
  3. 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

CriterionEvidence Required
Defective PartPart number, batch/lot, failure analysis, manufacturer test data.
Design FlawEngineering review, repeatable failures across multiple installs.
Production ErrorQC records, shipping damage reports, non‑conformance notices.
No Installation ErrorInstallation logs, photos showing correct installation per manuals.

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

Appendix A – Standard On-Site Visit Fee

ServiceFee (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.)

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