Service force Sample Clauses
A 'Service force' clause defines the personnel or resources that a service provider will deploy to fulfill its contractual obligations. Typically, this clause outlines the qualifications, roles, or number of staff assigned to a project, and may specify requirements such as background checks, certifications, or training. By clearly identifying the service team and their responsibilities, this clause ensures that the client receives the agreed level of service and helps prevent disputes over staffing adequacy or performance.
Service force. CUSTOMER SUPPORT Axon has a full customer and technical support division available 24 hours a day, seven days a week. The Technical Support team is based in Scottsdale, Arizona with additional employees in our Melbourne, Australia and Daventry, UK offices. REPAIR (RMA) DEPARTMENT The Return Material Authorization (RMA) department is located at Axon Headquarters in Scottsdale, Arizona. The RMA department prioritizes returned products for analysis and/or repair on a first-in-first-out (FIFO) basis, based on the severity of the complaint (or unless otherwise requested by the agency). The general turn-around-time for a full resolution is less than 30 calendar days from receipt of the returned product. Axon provides agencies with the ability to manage RMA requests within Axon Evidence. Authorized users will be able to create, update, save, submit, and track device returns for their agency in one place. Axon Evidence Device Return Service is integrated with FedEx and return shipping labels are provided at no extra charge. RMAs may also be generated at ▇▇▇▇▇://▇▇▇▇▇▇▇.▇▇▇▇.▇▇▇, although return shipping labels are not available via this method. * Upon receipt of the item(s), the RMA department will conduct a failure analysis investigation to determine the root cause of the issue and repair the item if possible. It is at Axon's sole discretion to repair or replace a device as identified in the original manufacturer warranty and/or the extended warranty policy. CUSTOMER SUCCESS MANAGERS (CSM) Throughout the length of their contract, some customers will have a dedicated, in- country Customer Success Manger (CSM). This is determined on the size and location of the customer; Currently the CSM team is operating within the United States only. The team is being expanded, but we do not have an estimated time of implementation in Canada. The CSM will have comprehensive knowledge of a customers' solution and its components, including any applicable custom integrations. The CSM will be available to offer support and escalate any issues or concerns as needed. As a whole, the Axon Support organization directly employs approximately 96 individuals.
Service force. Call Center Enterprise Fleet Management has a call center with a single toll-free number for all customer support related to vehicle maintenance, roadside assistance, and accident management. The call center is staffed exclusively by Enterprise Fleet Management associates. Our maintenance team's hours are 6 a.m. to 9 p.m. CST Monday through Friday, and 7 a.m. to 4 p.m. CST on Saturday. Our roadside team's hours are 6 a.m. to 7 p.m. Monday through Friday, and 7 a.m. to 4 p.m. on Saturday. Outside of these hours, roadside calls are routed to our partner vendors. Roadside assistance is available 24 hours a day, seven days a week. The National Service Department has a staff of approximately 240 people. We have 53 Maintenance Coordinators who handle preventative maintenance, fluid services, brakes, and tires, along with more than 110 Service Advisors who handle every type of repair — from an oil change to a transmission failure. In addition, we have approximately 39 Service Coordinators who set up tows, lockout services, jump starts, flat tire changes, and other related requests. Supplier Network Enterprise encourages the use of our more than 40,000 Preferred Partners to ensure the highest level of service and greatest value with lower downtimes. In total, Enterprise has established relationships with nearly 90,000 maintenance and repair shops nationwide, which includes dealers and National Account partners. National Account partners include: Firestone, Michelin, Pep Boys, Tire Kingdom, Jiffy Lube, Valvoline Instant Oil Change, Goodyear, Discount Tire, and Grease Monkey. Our partnerships give our customers access to a vast, nationwide network of vendors who are ready to perform routine maintenance and repairs outside of the vehicle warranties. *
Service force. Doosan Portable Power service team includes (1) Director of Service, (1) Product Service Manager, (3) Field-Based Technicians, (3) Service Trainers, (4) Technical Support Representatives and (1) Warranty Analyst. All based at our Statesville, NC manufacturing facility, this team trains and supports the dealer service technicians. They are all 100% dedicated to supporting Doosan Portable Power products. (See attached Contact Map) Our dealer locations and branches also employ over 1,000 service technicians. About 350 of these service technicians are dedicated to providing road service and offer the ability to service machines at the customer's location. * 29 Describe the ordering process. If orders will be handled by distributors, dealers or others, explain the respective roles of the Proposer and others. We allow both direct ordering at the manufacturer level or through our dealers, depending on the requirements of the agency, as well as if the agency has a preference. All quotes and orders are processed by our Government Sales Team to ensure compliancy of contract pricing and reporting. Regardless of the level of ordering, each machine is shipped to the local dealer for pre-delivery inspection and then delivered to the government agency. This allows our dealers to form a relationship with the agency for service and parts needed after the time of sale. * 30 Describe in detail the process and procedure of your customer service program, if applicable. Include your response-time capabilities and commitments, as well as any incentives that help your providers meet your stated service goals or promises. We pride ourselves in creating a world-class customer experience. Customer service issues are addressed at several levels; authorized dealer level, service managers, territory sales managers, corporate call center and are handled diligently and in a timely manner. When appropriate, customer service issues are elevated to the District Sales Managers, Regional Directors and the Government Sales staff for resolution. It is our desire to provide exceptional customer service and a world-class customer experience. We strive to provide resolution and/or direction for resolution within a 24-hour period or sooner. * 31 Describe your ability and willingness to provide your products and services to Sourcewell participating entities in the United States. Doosan Bobcat's Government Accounts Team, Internal Sales and Support individuals, Corporate Field Sales, Service and Suppo...
Service force. Ascendum Solutions is committed to delivering exceptional AI Consulting Services to Sourcewell by leveraging our expansive enterprise service force. We employ over 1,200 professionals worldwide, with a dedicated team of 300 based in the United States. Our diverse team includes IT consultants, AI specialists, software developers, data engineers, UX/UI and brand designers, project managers, SCRUM masters, IT talent recruiters, QA engineers, sales personnel, customer success managers, and administrative staff. Our workforce is strategically equipped to address a wide range of AI consulting needs, ensuring that we can deliver tailored solutions that meet the specific requirements of Sourcewell and its members. In the event that a particular project demands expertise beyond our current capabilities, we are fully prepared to recruit additional skilled professionals. Our proven recruitment process allows us to hire the necessary talent swiftly, typically within a two-week timeframe, ensuring that we maintain the highest standards of service and project execution. Ascendum prides itself on its ability to provide comprehensive, high-quality AI services that drive innovation and success for our clients. * 29 Describe the ordering process. If orders will be handled by distributors, dealers or others, explain the respective roles of the Proposer and others. Ascendum Solutions is dedicated to providing a seamless and efficient ordering process for AI and Digital Projects to Sourcewell's members. The entire process is managed internally to ensure all client needs are thoroughly addressed and satisfied. An Ascendum Internal Account Executive is assigned to oversee every aspect of all AI and Digital Projects. This role is crucial in ensuring that each client's specific requirements are met with precision and dedication. The Internal Account Executive acts as the central point of contact, facilitating clear and continuous communication between Sourcewell members and our team. In addition to the Account Executive, an experienced project manager is assigned to each project. This manager is responsible for documenting and executing all orders and change orders efficiently. They ensure that every order is completed on time, meeting the needs and expectations of all involved stakeholders. To maintain transparency and ensure that projects remain on track, Ascendum Solutions implements a structured communication strategy. This includes weekly check- ins to provide timely updates ...
Service force. General Manager: Allocates resources to ensure productivity Supports, coordinates, directs, and manages all aspects of the program. Responsible for operations of entire energy team. Supply Mgmt Leader: Responsible for negotiating supplier agreements to provide optimum pricing and warranty for our customers. Quality Control/Quality Assurance Leader: Developing QC/QA plan; identifies critical tests and inspections required to meet the specifications and design intent; actively participates in Commissioning. Contract Manager: Responsible for contract negotiations and all communications regarding project T&Cs. Solution Development Leader (Design): Responsible for allocating and coordinating PCEs and Design Engineers during development and construction phases Leads all design and engineering efforts Project Mgmt Leader (Constr Mgmt and Commissioning Training): Responsible for permits, construction management, commissioning, training, rebates, job financials, and project closeout. Safety Leader: Responsible to work with the project manager to formulate and implement the site-specific safety plan. O&M Service Leader (Repair): Responsible for coordinating, scheduling, and quality control of equipment maintenance Manages Service Technicians to ensure 100% customer satisfaction. Customer Satisfaction Leader: Responsible for establishing and maintaining customer contact during the project implementation and performance phase to mitigate customer concerns. Service Leader: Manage team of Service Specialists, resource allocation to projects, and verify plans are developed to meet customer requirements. Business Development Leader: Responsible for the development of a comprehensive project. Project Manager: Complete on-site project authority; allocates resources, resolves conflicts, develops budgets, initiate corrective actions; develops and administers all subcontracts. Program Manager: Primary liaison with the customer and contracting and senior facility personnel during the project development phase. Engineer (Engineering Analysis, Facility Auditing): Responsible for Facility audits, TC design, Engineering Analysis, Cost Analysis, and construction installation support. Preventive Maintenance and Compliance Leader: Works with the customer throughout the performance period to ensure that all preventative maintenance is completed as required in the contract. Commissioning Analyst: Responsible for the commissioning of installed equipment and equipment spec verification (i...
Service force. For the purposes of this RFP and the specified services, we will define “Service Force” as our production employees that perform facility condition assessments and related services. The FOS team dedicated to performing FCAs and related services on a national scale includes more than 32 full-time employees, including registered architects, professional engineers, cost-estimators, constructors, facility managers, and technology specialists. These individuals understand how facilities are designed, built, operated, maintained, and repurposed as well as the perspectives and obligations of individuals throughout agencies and institutions to deliver accurate and actionable decision-making information. We are actively growing these teams across the country as we continue our robust growth as a company. In addition, CannonDesign employs hundreds of architects, engineers, planners, data analysts, and more that we involve in projects as necessary based on the defined scope of work. *
Service force. Service and delivery is a critical part of New Deal Deicing’s mission to serve and support its customers. New Deal’s corporate inside-sales reps also function as customer service reps to ensure that all customers are handled as quickly and efficiently as possible. These staff members receive calls, answer questions, process orders, arrange shipping, check on delivery status and solicit customer feedback to ensure the entire sales and usage process is as smooth and efficient as possible. To enhance the customer experience, the inside-sales reps are supported by the network of the eight independent sales reps. The independent reps support new and existing customers with usage information, tips, and guidance. Additionally, New Deal’s four regional dealers are set-up to help and provide onsite-support to customers in their respective geographic regions. * 29 Describe the ordering process. If orders will be handled by distributors, dealers or others, explain the respective roles of the Proposer and others. The order fulfillment process is handled by the inside-sales and service reps in New Deal’s corporate office in Denver, CO. Third party orders received by New Deal’s independent sales reps are forwarded to the corporate office for processing. Orders received by dealers are processed on a case-by-case basis. Dealers that have inventory will ship and deliver directly to the customer. If a dealer lacks available inventory, orders will be forwarded to the corporate office for processing. After processing, the order will be drop shipped from one of New Deal’s distribution centers. Orders received by the corporate office are processed within the hour. Shipping instructions and bills of lading are generated by the corporate office and then forwarded to the designated outbound distribution center. Once an order has been processed and an outbound load booked, sales reps notify customers of the expected shipment and delivery date. Orders received after 5pm on normal business days will be processed and shipped on the next business day unless rush service is requested. Rush orders for de-icing product are always processed immediately and shipped with 2-4 hours. * 30 Describe in detail the process and procedure of your customer service program, if applicable. Include your response-time capabilities and commitments, as well as any incentives that help your providers meet your stated service goals or promises. Responsiveness and quick order processing is an integral part of...
Service force. ESG Service force consists of a Senior Internal Service Manager at the Elgin, Vactor, Trackess and Switch-N-Go locations. Each service manager has 5-6 technical service specialists (TSS) focused on their respective product lines and dedicated to answering service related issues from dealers and end-user customers. The TSS reps travel as required. The sales and service reps have different responsibilities but often work together to support our dealers and end-user customers.. ESG also has a Field Customer Service Senior Manager with three Regional Service and Support Managers (RSSM) that live across the country and provide training, warranty and other customer support functions within their territories. These individuals travel extensively providing dealer and customer support. ▇▇▇ ▇▇▇▇▇▇▇ Equipment (JJE) also has over 68 dedicated factory trained technicians to support our products for both rental and sales equipment. *