Techlink is an operations support program that provides real-time technical assistance to address field issues. It publishes new technical content, shares success stories, and captures field feedback to improve processes. The document outlines Techlink's training workshops and demonstrations, as well as how it assists with reliability investigations, manufacturing improvements, and coordinating responses to field support tickets through a helpdesk.

1. TECHLINK

2. Agenda
 Techlink Introduction
 Techlink Demo
 Techlink Workshop

3. Techlink
 Provides real time Ops. support
 Addresses field technical problems
and issues through Helpdesk
 Publishes new technical contents
 Channels field feedback to EMSR
 Assists EMSR with processes and
doc’s
 Shares success case histories with
sales and marketing group

4. Techlink

5. Techlink
Training
RCA
Manufacturing
Maintenance
Sales Engineering
Coordinator
Field captures record run
Sales team is notified and uses
example in next client meeting
Techlink
Field operator submits
success story
Field

6. Manufacturing
Techlink
Training
RCAMaintenance
Sales
Coordinator Field
Techlink
Engineering updates
manufacturing procedure for
Velocity surface receiver
Notification sent
with a tech alert
Manufacturing team applies
changes on the next build
Engineering

7. Techlink
TrainingManufacturing
Maintenance
Sales Engineering
Coordinator Field
Failure invoice reveals
incorrect ops procedure
Reliability team sends
CPA to revise trainer
curriculum
Training updates curriculum to
be addressed on next PFP course
Techlink
RCA
Tech. Alert sent to Field

8. Techlink
Training
RCA
Manufacturing
Maintenance
Sales Engineering
Field
Techlink
Coordinator has a question on latest
roll test procedure for Velocity
Submits Techlink
Helpdesk ticket
Techlink sends request
to Eng. experts
Coordinator
Expert responds with most
up-to-date procedure

9. Field to EMSR
Incident
Report
Field has problems with
new or repaired tool
Drawing
Changes
Process
Changes
Testing
Changes
• Confirms receipt
• Handles immediate request
• Transfers ticket to EMSR
• Investigate Root Cause
• Create Action Plan
• Complete Incident Report
• Capture Investigation
• Capture Action plan
• Monitor Completion
• Places event in Mfg. metric
Metrics
• Number of field reported problems
• On time response to field reported problems
• Satisfaction with response
• Identification of most problematic toolsHelpdesk
Ticket
Velocity
Helpdesk
Mfg.
Experts
Engineering
Experts
Field
Satisfaction
Captured
via Helpdesk
Engi-
neering.
Center

10. HelpDesk Real Time Support
Field operator has a problem or issue:
•Review training material
•Search Techlink knowledge base
•Call local Project ManagerStep 1:
HelpDesk:
•Submit HelpDesk ticket online and assign priority
•Call HelpDesk direct : (587) 390 - 4226
Step 2:
Step 3:
HelpDesk & EMSR Experts:
•HelpDesk Engineer provides input/suggestion for
problem
•Or task is reassigned to appropriate EMSR expert

11. Classification of Submissions
Discussion
Forum
Response after all resources
have been exhausted.
Case History
& Lessons
Learned
Best
Practice
A story from a
particular incident.
Tech Alert
HelpDesk
Ticket
Free discussion open to all
Techlink users.
Technical
Information
Release
Approved procedures
that may not follow
under the typical
operating procedures.
Release of technical
information to specific
user groups.
Targeted urgent
or immediate
action.

12. Techlink Usage Report – Q2, 2015

13. Helpdesk Tickets Resolution Status - Q2, 2015

14. Techlink
Log in http://techlink.phxtech.com with your PHX credentials