|
|
The Moore's Service Division specializes in commercial mechanical installations, repairs, and change-out replacements of all sizes for customer needs in Virginia and northern North Carolina. We also offer preventative maintenance contracts to ensure peak operating performance and efficiency from your facility's heating and cooling systems, chillers, boilers, and refrigeration units. Plus, we provide * 24-hour emergency service repairs and emergency replacements for these systems.
The Service Division was established to provide a rapid response to our customers. Our service technicians are dispatched by mobile phone and pager systems that provide us with a large geographic coverage area, and rapid response times. We do the work right the first time. By keeping service call backs well below industry averages, we keep the customers happy. With our highly trained and courteous service technicians based all across Virginia and northern North Carolina, we are just around the corner and a phone call away.
The Service Division believes in the value of teamwork to promote customer satisfaction. Each of our customers are provided with complete assurance from the initial contact at the turnover meeting with our service and projects teams to job or contract completion.
Once we have entered into a service or project agreement our sales or office staff will set up a turnover meeting. These meeting are designed to assure that all of our customer’s requirements are met. Our customers are invited to come to our office where our project and service managers are present, as well as account and operations managers. During this process we will review your service agreement, and provide training for the key service and project teams while our customer is present. This process is designed to assure accurate and effective services for each of our customers. This process can take place by phone, at our offices, or at the client’s location.
Our primary concern is that we are able to provide fast reliable service at a fair price, and make certain that our customers are with us for years to come. Customer retention is of paramount importance to us, and our partnerships with each of you are not taken lightly. Moore’s is looking forward to the opportunity to serve you and your company in the near future.
As part of our Customer Assurance Program, Moore’s performs the following quality control tasks:
Call Back System
- All service calls go through a history check in our software system.
- All second calls within 90 days, Dispatcher alerts Technician, Service Manager and Account Manager.
- Any 3rd call to a site for any reason requires Service Manager to perform a site inspection.
- Account and Regional Managers must sign off on site inspections.
Follow-up Call
- Checks with Customers to assure their procedures were followed.
- Check to see the client is comfortable and that timely repairs were made.
- Check to see if call center was courteous and technicians professional.
- Your Account Manager reviews your invoice for accuracy before it leaves our office.
Site Inspections
- Each week our Service Manager makes random site inspections to 5 sites.
- Reports are sent in for Account Managers to review.
- Each site inspection is reviewed at service meetings.
- Site inspections ensure quality workmanship.
In the Moore’s Service Division, each and every client has an Account Manager as a single point of contact that performs the following tasks:
 Reviews all invoices for accurate billing before being sent to the customer.
Acts as a customer liaison to Moore’s, and has autonomy within the company.
Reviews site inspection reports after completion.
Empowered to act on all customer requests for pricing, proposals, and additions to contracts.
Our dispatching and monitoring systems enable us to communicate with our customer and technicians quickly and accurately. All service reporting and dispatching are centrally based at our corporate headquarters in Altavista, Virginia. Every service call is monitored to determine the frequency of service being provided to not only the site but also each individual piece of equipment assuring that our customer’s equipment is maintained properly and monitored.
Maxwell Software Service Modules are used to perform all service functions.
Customers can be set up to view their accounts over the internet through MAXCentral.
Service calls are entered into our system in a real time mode.
Preventative Maintenance schedules are maintained in a separate module assuring timely performance.
All calls are prioritized and assigned to specific regions, technicians & areas.
As calls are completed they are closed in Maxwell and sent to the account manager who reviews work orders and job recommendations before they are invoiced.
Recommendations for proposals are given to the estimator who prepares quotes while the technician is on site or the following day depending on scope of work. (no more than 24 hours to delivery)
Proposals are e-mailed or faxed to our customers for approval with digital pictures if required.
Open calls reports are sent to clients nightly or as required that show call status & open proposal status.
Our system provides accurate history for each piece of equipment.
It monitors and detects repeat or warranty call status and provides communication to management staff.
Enables accurate budget forecasting system for customers and Account Managers.
Clients can order service calls by phone, fax, or e-mail.
Technicians use remote fax systems, cellular phones and pagers for communication purposes.
The Service Division provides 24 Hour Emergency HVAC-R service in Virginia and northern North Carolina!!! Our toll-free, 24-hour number is 1-800-789-7199.
Fax the Moore's Service Division at 1-888-722-2712.
Moore’s Service Technicians are dispatched by cell phone and pager services to all corners of Virginia and northern North Carolina to guarantee you a rapid response and limited down-time of your heating and cooling systems.
 Moore’s takes safety very seriously, and continually trains and promotes safety in all of our divisions. Steve Rogers is our full time Safety Director. He comprehensively reviews all safety guidelines with our customers’ safety representatives, and visits our employees on the job sites. We hold safety classes for all supervisors and managers, as well as, initial safety training for all new employees before they start on the job. Safety talks are held weekly at Service Division meetings, and are monitored with written reports. Preventative safety memos are sent out with every paycheck to every employee. We also send out incident statements to our employees in the event of an accident. Plus, employees are rewarded for achieving safety related goals though out the year.
Each Year Moore’s Spends 2 -3 % of all service revenues on continuing education for service technicians.
Moore’s holds several training classes yearly for all employees.
Every employee is reviewed annually and part of his review is specifically tied to training and continuing education programs.
Area Managers and lead service technicians take an active participation in any classes assuring effective team building.
Moore’s offers employees reimbursement for all tuitions & classes they attend pertaining to our trade or career advancement.
All service employees for the H.V.A.C. & electrical divisions are certified with refrigerant handling EPA cards.
Service meetings are held weekly with 5 specific topics.
- A. Customer Relations.
- B. Job Performance & site reviews.
- C. Safety & Equipment handling.
- D. Service issues & new topics.
- E. Open Format.
The Moore’s Service Division offers you a single point contact for these quality HVAC-R services.
Preventative Maintenance Programs.
New Installations of RTU and Split HVAC Systems.
Chiller Services.
Cooling Tower Services.
Refrigeration Services.
Energy Management Retrofits.
HVAC Equipment Change-Out Replacements.
HVAC Retrofit Design Services.
24 Hour Emergency Service*
Plus, the services from all of our company’s other departments are available to your business as well.
* 24 Hour Emergency Service response areas and services may vary. Please ask for details.
|
