{"id":51906,"date":"2026-08-02T12:39:00","date_gmt":"2026-08-02T16:39:00","guid":{"rendered":"https:\/\/cetechsupport.com\/?page_id=51906"},"modified":"2026-08-14T16:46:12","modified_gmt":"2026-08-14T20:46:12","slug":"carrier-enterprise-technical-jobsite-visit-overview","status":"publish","type":"page","link":"https:\/\/cetechsupport.com\/fr\/carrier-enterprise-technical-jobsite-visit-overview\/","title":{"rendered":"Carrier Enterprise \u2013 Technical Jobsite Visit \u2013 Overview"},"content":{"rendered":"
Your quick\u2011reference guide to requesting, approving, and billing an on\u2011site service visit.<\/h6>\n\n\n\n

1. When is a Site\u2011Visit needed?<\/h2>\n\n\n\n

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.<\/p>\n\n\n\n

2. Who\u2019s Involved?<\/h2>\n\n\n\n
Role<\/th>What They Do<\/th><\/tr><\/thead>
Technical Support Representative (TSR)<\/td>Verifies remote\u2011tool exhaustion, creates the Jobsite Visit Request, informs the contractor of any fee.<\/td><\/tr>
Technical Support Regional Manager<\/td>Reviews and approves the request; decides on fee\u2011waiver eligibility.<\/td><\/tr>
Technical Support Representative (TSR)<\/td>Performs the on\u2011site visit, gathers data, completes the Visit Report.<\/td><\/tr>
Dealer \/ Contractor<\/td>Provides site access, safety PPE, and performs any service tasks during the visit.<\/td><\/tr>
Technical Support Operations Team<\/td>Issues the invoice or waiver after the visit.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

3. Step\u2011by\u2011Step Process<\/h2>\n\n\n\n

A. Exhaust Digital Tools<\/h3>\n\n\n\n
    \n
  1. \n
      \n
    1. Remote troubleshooting \u2013 phone, email, video, remote diagnostics, photos, etc.<\/li>\n\n\n\n
    2. ALL TSR requested troubleshooting forms, must be submitted for review.<\/li>\n\n\n\n
    3. Log every step in Salesforce case (date, method, outcome).<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n\n\n\n

      Only after a full digital effort will a site\u2011visit be considered<\/p>\n\n\n\n

      B. Request & Approval<\/h3>\n\n\n\n
        \n
      1. TSR opens\/transfers a \u201cJobsite Visit Request\u201d ticket to the Technical Support Regional Manager of the region for review.<\/li>\n\n\n\n
      2. Technical Support Regional Manager reviews \u2013 confirms remote digital tools were fully used and checks for possible manufacturing defects.<\/li>\n\n\n\n
      3. Approval \u2013 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.<\/li>\n<\/ol>\n\n\n\n

        C. Fee Determination<\/h3>\n\n\n\n
        Situation<\/th>Fee Action<\/th><\/tr><\/thead>
        Standard application\/installation\/service issue<\/td>Charge the standard On\u2011Site Visit Fee (see Appendix\u202fA).<\/td><\/tr>
        Proven manufacturing defect (serial\u2011number analysis, lab test, etc.)<\/td>Waive the fee.<\/td><\/tr>
        Unclear classification<\/td>Manager decides case\u2011by\u2011case (may provisionally charge, then adjust).<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

        D. Scheduling the Visit<\/h3>\n\n\n\n

        Please allow 2 weeks for scheduling the site visit. The assigned TSR contacts the contractor to schedule the date, time, and any site\u2011access requirements.
        Safety & PPE \u2013 the contractor must provide required PPE or confirm that the site will supply it.<\/p>\n\n\n\n

        E. On\u2011Site Execution<\/h3>\n\n\n\n
          \n
        1. \n
            \n
          1. Contractor Service Manager or Dealer Principle and a service technician must be ON-SITE and remain on-site during the entire site visit.<\/li>\n\n\n\n
          2. The Service Technician should have all industry standard tools.<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n\n\n\n

            The CE TSR is only onsite to provide:<\/p>\n\n\n\n

              \n
            1. \n
                \n
              1. Diagnosis \u2013 inspection, testing, data collection assistance.<\/li>\n\n\n\n
              2. Documentation \u2013 photos, notes, service actions<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n\n\n\n

                F. Post\u2011Visit Actions<\/h3>\n\n\n\n
                  \n
                1. Report upload \u2013 TSR uploads the completed report to the Salesforce case system.<\/li>\n\n\n\n
                2. The regional Technical Support Regional Manager will review \u2013 submits invoice or records a fee waiver.<\/li>\n\n\n\n
                3. Dealer follow\u2011up \u2013 TSR will send a copy of the report after review which will include any recommendations of installation\/service tasks for the contractor (contractor responsibility).<\/li>\n<\/ol>\n\n\n\n

                  4. What the Contractor Must Provide (Dealer\/Contractor Responsibilities)<\/h2>\n\n\n\n

                  Site access \u2013 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 \u2013 PPE, lock\u2011out\/tag\u2011out procedures, and any site\u2011specific safety rules.
                  Service participation \u2013 perform any parts replacement, adjustments, or other tasks the TSR directs.
                  Parts & consumables \u2013 cover costs for any components needed during the visit.
                  Record\u2011keeping \u2013 retain copies of the visit report for warranty and compliance purposes.<\/p>\n\n\n\n

                  5. Fee Waiver Criteria<\/h2>\n\n\n\n
                  Criterion<\/th>Evidence Required<\/th><\/tr><\/thead>
                  Defective Part<\/td>Part number, batch\/lot, failure analysis, manufacturer test data.<\/td><\/tr>
                  Design Flaw<\/td>Engineering review, repeatable failures across multiple installs.<\/td><\/tr>
                  Production Error<\/td>QC records, shipping damage reports, non\u2011conformance notices.<\/td><\/tr>
                  No Installation Error<\/td>Installation logs, photos showing correct installation per manuals.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

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

                  Appendix A – Standard On-Site Visit Fee<\/h3>\n\n\n\n
                  Service<\/strong><\/td>Fee (USD)<\/strong><\/td><\/tr>
                  One (1) qualified TSR visit (up to 4 hours on-site)<\/td>$650.00<\/td><\/tr>
                  One (1) qualified TSR visit per an additional hour<\/td>$150.00<\/td><\/tr>
                  Additional travel beyond 50 mi radius as per Google Maps shortest distance.<\/td>$3.50 per mile<\/td><\/tr>
                  Overnight stay (if required)<\/td>$350.00 per night<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

                  (Fees are reviewed annually.)<\/p>","protected":false},"excerpt":{"rendered":"

                  Your quick\u2011reference guide to requesting, approving, and billing an on\u2011site service visit. 1. When is a Site\u2011Visit 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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_coblocks_attr":"","_coblocks_dimensions":"","_coblocks_responsive_height":"","_coblocks_accordion_ie_support":"","_uag_custom_page_level_css":"","site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-51906","page","type-page","status-publish","hentry"],"uagb_featured_image_src":{"full":false,"thumbnail":false,"medium":false,"medium_large":false,"large":false,"1536x1536":false,"2048x2048":false,"trp-custom-language-flag":false},"uagb_author_info":{"display_name":"Carrier Enterprise","author_link":"https:\/\/cetechsupport.com\/fr\/author\/joshg\/"},"uagb_comment_info":0,"uagb_excerpt":"Your quick\u2011reference guide to requesting, approving, and billing an on\u2011site service visit. 1. When is a Site\u2011Visit 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…","_links":{"self":[{"href":"https:\/\/cetechsupport.com\/fr\/wp-json\/wp\/v2\/pages\/51906","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cetechsupport.com\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/cetechsupport.com\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/cetechsupport.com\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cetechsupport.com\/fr\/wp-json\/wp\/v2\/comments?post=51906"}],"version-history":[{"count":2,"href":"https:\/\/cetechsupport.com\/fr\/wp-json\/wp\/v2\/pages\/51906\/revisions"}],"predecessor-version":[{"id":51910,"href":"https:\/\/cetechsupport.com\/fr\/wp-json\/wp\/v2\/pages\/51906\/revisions\/51910"}],"wp:attachment":[{"href":"https:\/\/cetechsupport.com\/fr\/wp-json\/wp\/v2\/media?parent=51906"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}