Techlink_Velocity_Commercialization_v3
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Techlink is an operations support program that provides real-time technical assistance to address field issues. It publishes new technical content, shares success stories, and captures field feedback to improve processes. The document outlines Techlink's training workshops and demonstrations, as well as how it assists with reliability investigations, manufacturing improvements, and coordinating responses to field support tickets through a helpdesk.
Techlink_Velocity_Commercialization_v3
- 1. TECHLINK
- 2. Agenda Techlink Introduction Techlink Demo Techlink Workshop
- 3. Techlink Provides real time Ops. support Addresses field technical problems and issues through Helpdesk Publishes new technical contents Channels field feedback to EMSR Assists EMSR with processes and doc’s Shares success case histories with sales and marketing group
- 4. Techlink
- 5. Techlink Training RCA Manufacturing Maintenance Sales Engineering Coordinator Field captures record run Sales team is notified and uses example in next client meeting Techlink Field operator submits success story Field
- 6. Manufacturing Techlink Training RCAMaintenance Sales Coordinator Field Techlink Engineering updates manufacturing procedure for Velocity surface receiver Notification sent with a tech alert Manufacturing team applies changes on the next build Engineering
- 7. Techlink TrainingManufacturing Maintenance Sales Engineering Coordinator Field Failure invoice reveals incorrect ops procedure Reliability team sends CPA to revise trainer curriculum Training updates curriculum to be addressed on next PFP course Techlink RCA Tech. Alert sent to Field
- 8. Techlink Training RCA Manufacturing Maintenance Sales Engineering Field Techlink Coordinator has a question on latest roll test procedure for Velocity Submits Techlink Helpdesk ticket Techlink sends request to Eng. experts Coordinator Expert responds with most up-to-date procedure
- 9. Field to EMSR Incident Report Field has problems with new or repaired tool Drawing Changes Process Changes Testing Changes • Confirms receipt • Handles immediate request • Transfers ticket to EMSR • Investigate Root Cause • Create Action Plan • Complete Incident Report • Capture Investigation • Capture Action plan • Monitor Completion • Places event in Mfg. metric Metrics • Number of field reported problems • On time response to field reported problems • Satisfaction with response • Identification of most problematic toolsHelpdesk Ticket Velocity Helpdesk Mfg. Experts Engineering Experts Field Satisfaction Captured via Helpdesk Engi- neering. Center
- 10. HelpDesk Real Time Support Field operator has a problem or issue: •Review training material •Search Techlink knowledge base •Call local Project ManagerStep 1: HelpDesk: •Submit HelpDesk ticket online and assign priority •Call HelpDesk direct : (587) 390 - 4226 Step 2: Step 3: HelpDesk & EMSR Experts: •HelpDesk Engineer provides input/suggestion for problem •Or task is reassigned to appropriate EMSR expert
- 11. Classification of Submissions Discussion Forum Response after all resources have been exhausted. Case History & Lessons Learned Best Practice A story from a particular incident. Tech Alert HelpDesk Ticket Free discussion open to all Techlink users. Technical Information Release Approved procedures that may not follow under the typical operating procedures. Release of technical information to specific user groups. Targeted urgent or immediate action.
- 12. Techlink Usage Report – Q2, 2015
- 13. Helpdesk Tickets Resolution Status - Q2, 2015
- 14. Techlink Log in http://techlink.phxtech.com with your PHX credentials