02 — Capability · BC-1180.40
Technical Support & Service Information
Give technicians in the field and at dealers the diagnostics, procedures, bulletins and expert help they need to fix the product right the first time.
- Technical Assistance
- Service Documentation
- Service Bulletins
In scope
- Technical help desk for dealers and field technicians
- Service manuals, procedures and diagnostic content
- Service bulletins and campaign communication
- Technician certification content
Out of scope
- End-customer contact center (see BC-450)
- Product engineering changes the bulletins describe (see BC-540)
Decomposes into · 3
- BC-1180.40.10Technical Help DeskAnswer technician questions on hard cases with people who know the product, and escalate the ones that reveal a design problem.
- BC-1180.40.20Service DocumentationPublish repair procedures, specifications and diagnostic trees for every supported product, kept current with engineering changes.
- BC-1180.40.30Service Bulletins & CampaignsIssue bulletins for known issues and run service campaigns for affected serial ranges, tracking completion unit by unit.