Aftersales Product Support

Together as a team we aim to provide the best

support for our customers. The Customer Support
Process will ensure we meet performance targets
with minimum delay. This will guarantee that our
customers associate us with quality.

Mission

To ensure customer retention by providing industry

leading field service support.

Objectives

Improve speed of support to customer

Improve efficiency

Local service

Improve information flow – both technical

and commercial between FG Wilson and
Authorised Service Dealer (ASD) (transfer of
adequate information to ASD’s – all helpdesk
call information) Customer
Ensure prompt payment as appropriate Support
Step by step status visibility for each case log Process

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FG Wilson (Engineering) Ltd
Old Glenarm Road, Larne, County Antrim BT40 1EJ Performance reporting to allow control and
Northern Ireland, United Kingdom
monitor FG Wilson and ASD operations,
Tel: +44 (0) 28 2826 1000 Fax: +44 (0) 28 2826 1111
www.FGWilson.com thereby driving continuous improvements
 FG Wilson
Customer/end-user call received by
Service dept.
Service dept. will assign a JOB ID using Heat,
assess the problem and decide action
If job referral to ASD, Service dept. will select the
appropriate ASD according to the designated area
or ASD capability/availability
Contact ASD
FGW receives information from ASD
that job is complete
FGW close call
ASD confirms to S/D that contact had been made
and visit arranged
FGW receive warranty claim or invoice
Close out call
FGW will sign off invoice/warranty claim
FGW Accounts dept will process accordingly
FGW informed that job is not warrantable
FGW receives information that job is complete
Close out call
FGW receives service sheet/invoice/warranty
claim for the visit
Close out call
FGW will sign off invoice/warranty claim for ASD
engineers visit and forward to Accounts dept.
FGW accounts will process accordingly
ASD – Authorised Service Dealer
Service dept. will contact the selected ASD
(available on a 24 / 7 basis). ASD will receive
the JOB ID and relevant details. Each referral
with JOB ID number is used for invoice or
warranty claim on completion of job instructions.
Typical relevant details issued to ASD are:
• Job ID number
• Customer Name
• Customer address and contact number(s)
• Genset model and Serial Number
• Type of control system fitted
• Description of reported fault
• Any specific instructions
NO
Direct ASD to customer referral?
YES
Customer
For ASD direct to customer service referral,
ASD completes a service referral to
ASD service sales terms and conditions until job
customers satisfaction
is completed satisfactory.
ASD confirm to FGW when job is complete
Service dept. warranty referral, ASD will
respond within 4 hours, or as instructed
otherwise by Service dept
ASD will contact customer and arrange site visit.
ASD will confirm arrangements with
Service Dept and customer. ASD arranges site visit with customer
ASD sends engineer to site Engineer makes initial inspection
Engineer confirms warranty?
NO YES
Engineer submits service sheet report ASD should carry out
the repair and complete
Submit warranty claim or invoice with service sheet Service report sheet.
Copy is given
to customer
ASD receives payment or credit note
ASD to advise both customer and Customer is informed that job is not
FGW that fault is not warrantable covered under warranty
ASD must quote customer for the Service Customer receives quotation for repair
repair and obtain purchase order from customer
before carrying out any works
Customer accepts quote?
If customer contracts the ASD Service Repair NO YES
by order number ASD will then deal directly with
customer according to the contract terms and
conditions and complete the Service Repair Customer sends order
number to ASD
ASD will collect all necessary payments
direct from customer.
ASD will confirm job completion to
FG Wilson Service dept. with JOB ID.
If customer refuses ASD an order number,
then the ASD must inform FGW & forward
service sheet report to FGW with JOB ID.
FG Wilson – Customer Support Process
ASD receives payment or credit note