Onsite Service
Onsite services include pre-sales, sales, and after-sales services.
Pre-sales and sales services are provided by marketing and engineers. They include on-site investigation and evaluation, demand analysis and consultation, customized design solutions, implementation planning, compliance and safety review, etc. at your national project site.
Order progress tracking after the transaction, logistics delivery is the responsibility of logistics colleagues.
After the equipment arrives at your site, we can provide online technical guidance according to your needs or engineers can go to the site to assist you in installation.
Here we mainly introduce the content of onsite technical guidance services that you need us to provide after the equipment arrives at your site.
In order to provide you with timely onsite services, the following is an introduction to the onsite service workflow.
Step One Submit service requirements
Before the service, please describe the service you need as detailed as possible through text, pictures, and videos.
You can fill in our onsite service demand form through our website, email or contact our sales and customer service staff. Including the type of service you need, whether it is installation, commissioning, maintenance, or repair. At what time do you need our engineers to arrive at your site. The country and city where you need our engineers to go.
Since the visa application process and other processes require different time and requirements in different countries, it is recommended that you submit your onsite service needs at the latest during the transportation of the equipment to ensure that we can arrange engineers to go to your site in time to provide technical support.
Step Two Service Confirmation
After receiving your service request, we will conduct a preliminary assessment within 1-2 working days and discuss and confirm the specific arrangements with you.
Including engineer visas, travel expenses and labor costs, a specific list of engineers, the time to arrive at your site, the installation tools you need to prepare before arriving at the site, the number and qualifications of staff required on site, the location of water and electricity on site, and the positioning of equipment, etc.
Step Three Preparation Before Service
After receiving the engineer-related fees you paid, we will arrange the work arrangements before the engineer departs in an orderly manner.
Including visa processing, air ticket booking, itinerary arrangement, technical preparation before on-site guidance, and preliminary communication and cooperation before arriving at the site.
Step Four Service Process
After our engineers arrive at the site, they will provide corresponding installation, commissioning, engineer training, or repair and maintenance services according to your requirements.
After the service is completed, you will confirm that the equipment is running normally on site and evaluate the quality of our service. If you have any suggestions, please submit them to us. We will be committed to continuously improving and optimizing our service quality to ensure that every customer receives the most satisfactory service.
Step Five Ongoing Support
We provide ongoing online support for any future needs. Our team is always available to assist you with maintenance advice, updates, or any other queries.
Through this process, Icepoint ensures that you receive timely, professional and effective after-sales support to help you maintain optimal performance of your refrigeration equipment.