How many employees work in Viega's Technical Services Department and where are they located?
Currently, we have six employees. Five are located in Merrimack, N.H., and one is at our McPherson, Kan. facility.
Does the Technical Services department primarily design floor heating and snow melt systems?
No! Multi-tasking is a pre-requisite here in Tech Services. About 65 percent of our time is spent designing and quoting Viega's radiant and snow melting systems, but the other 35 percent of our time is spent handling technical calls about all of Viega's product offerings, as well as trouble shooting systems that are not functioning correctly. There are days when the majority of Tech Service staff are completely tied up with phone calls - and some of these can easily last an hour in duration. For example, Technical Services receives an average of 650 calls per month.
How are customer calls handled? Is there a process?
Yes. Each call recieved is placed in a workgroup (e.g. ProRadiant, PureFlow, ProPress, etc.), and then answered by the next available Tech Service Specialist. The call will go to voicemail if all specialists are busy. Within each workgroup, the specialists are ranked by skill level so calls will start at the highest level and work down the list until answered.
How does Viega Technical Services Department add value to the contractor?
Rather than give a contractor a 'box of parts,' it has always been this department's policy to provide system solutions - taking the guesswork out of installing our products. Whether it is a detailed heat loss and design report or a full-scale design layout, we try to provide peace of mind to the contractor and ensure them that there is a support system in place to help them every step of the way. Even seasoned installers still depend on our support staff for new or unusual applications.
What makes the Viega Technical Services Department great?
Knowledge is a major factor in measuring how good you are when you are in a service support position. Our customers need constant reassurance that the people delivering information to them know what they are talking about, and are confident that the information provided is the most up to date and accurate information available at the time. Viega has people in place that have many years of experience in various fields related to our business, and who also have an aptitude to quickly learn about new Viega products and systems. The key to our continued success is to instill confidence in our customers not only about Viega products and systems, but also about the people supporting those products and systems.
How may the Technical Services Department be reached?
All hard copy plans and correspondence should be mailed to:
Viega Technical Services
59 East Daniel Webster Hwy.
Merrimack, NH 03054
Fax: 1-603-579-9673
Phone: 1-877-843-4262 (Ask for Technical Service)
Email: techservices@viega.com
