The Data Aire Service Team regularly works with and supports HVAC service technicians all over the world as they call in to discuss any of the large array of issues that they may face in the field.
It’s always great to speak with another HVAC technician because we have our own language and can relate to each other’s experiences. We understand the challenges within the field. It doesn’t matter if we are communicating for the first time; it feels like we have known each other for years.
How Does Our Service Team Resolve Your Issues?
Tech Support’s primary focus is not just to find the failure, but to find the reason of failure. We have a set of questions prepared for every technician’s call. The successful calls are from the well prepared and organized technicians who have all their information gathered and ready, like policemen looking at every piece of evidence and only believing facts. Having these facts helps us to resolve their issues very quickly.
Below is the list of questions that service departments use to gather the facts:
1. Date the problem occurred
2. Customer information that may be useful
3. Ambient or room conditions of the unit
4. Unit information. Most importantly, the serial number, but we’ll take any other info too!
5. Reported problem. Be specific. Some customers have a lot of actual useful information that may help us get to the root cause
6. Any relevant history? Unit run time? Maintenance history? When did the problem start? Number of times this problem has occurred.
7. Present alarms and alarm history
8. Is the unit installed per Data Aire IOM?
9. What have you found? Detailed explanation on how the component was condemned. What test or instruments were used, measurement results, how it was done and for how long.
10. Failed component/part information? (Model #, Serial #, Part #)
11. If changes were made, what were the reasons for the changes?
12. What are your suggestions and the reasons for your recommendations?
13. Do you have a follow up date?
14. What are the actions that need to be taken and who is taking responsibility?
15. Reason of failure and how it was determined
Identifying the reason of failure is the most important information we need. The last thing you want to do is go out in the field and look for a part or seek support and not have all the information required. You want to prevent the failure from reoccurring. We have seen technicians replace a part and have it fail a few days later.
How Should HVAC Technicians Prepare Before They Call Support?
One thing we often notice is that these seasoned professionals have developed a specific skill for troubleshooting during their career. That skill is using all their senses. The best technicians use their eyes, ears, smell and touch to find answers. They must be good listeners and gather as much information/details as possible before grabbing any tools from their tool box. They listen to the customer for their input or they listen to the unit for any abnormal noises that can point them to the direction of the problem. Second, they visually inspect the unit for clues, such as stains, wear and tear, or burnt marks. Third, they feel for infiltration and temperature changes. Lastly, they use their sense of smell to detect suspicious odor, such as mold or a burnt-out compressor.
These service technicians have attended our service training and stay up to date with changes we make to our products. They know and understand the sequence of operation of the unit in question. They know the purpose and functionality of the components and what activates the safety switches. For example, they know if the safety switches are activated by pressure, by voltage, by resistance, or by temperature. They are also effective communicators. They report and train everyone involved. They don’t leave anyone in the dark.
Data Aire Service Department has created a Troubleshooting Guide to help those new to the trade.
Maintaining the consistent performance of your HVAC equipment is vitally important for mission critical environments. Our service techs understand the challenges and issues technicians face in the field from communicating with them on a regular basis. The Data Aire Service Team is here to support HVAC service technicians and to help resolve any issues they encounter in the field.