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 Support Regional Manager | 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
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- Remote troubleshooting – phone, email, video, remote diagnostics, photos, etc.
- ALL TSR requested troubleshooting forms, must be submitted for review.
- 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 Support Regional Manager of the region for review.
- Technical Support Regional Manager reviews – 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 Field 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
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- Contractor Service Manager or Dealer Principle and a service technician must be ON-SITE and remain on-site during the entire site visit.
- The Service Technician should have all industry standard tools.
The CE TSR is only onsite to provide:
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- Diagnosis – inspection, testing, data collection assistance.
- Documentation – photos, notes, service actions
F. Post‑Visit Actions
- Report upload – TSR uploads the completed report to the Salesforce case system.
- The regional Technical Support Regional 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 Support Regional 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.)