Palen/Kimball will listen to our potential customers first in an effort to fully understand their needs, requirements, and desired outcomes. We are committed to assisting our customers to operate at the lowest total cost, while achieving their desired outcomes. We define this by establishing up front what their current costs are and the gap they are experiencing in expected outcomes. We do this by performing two evaluations; the first being, a technical evaluation of your facilities heating, ventilation, air conditioning, and/or refrigeration systems and the second, a financial evaluation to document what your current costs of operations are. We then take what we have learned and provide information on service options and the impact each option has on outcomes, budgets and assets.

We educate our customers as to the differences between:

· Preventive Maintenance

· Predictive Analysis

· Full Responsibility Maintenance

· Breakdown Service (Deferred Maintenance)

And how these various services meet their cost and outcome expectations.

Once a service program is agreed upon, we enter our client information into a service database that is the first of its kind in our market. This system is a data management and dispatching tool that gives our service dispatcher and technicians powerful information related to equipment specific diagnostic tasks, work order history, and job site information.

To ensure customer delight, Palen/Kimball meets with its customers at least annually to review program results and discuss enhancements and/or changes.

Since 1932, Palen/Kimball has been providing these services to our customers with one common goal in mind, to provide the high quality, value added services you have every right to expect from one of the nations premiere service providers.

1) PRE-SALE SERVICES

· Develop partnership and discover customer needs/requirements/expectations
· Educate on outcome based service options
· Conduct equipment inventory/survey
· Develop proposal/scope of work
· Analyze financial /cost impacts (Downtime, Energy, Equipment life)
· Implement/coordinate the transition to contract

2) MECHANICAL SYSTEMS MAINTENANCE SERVICES

· Execute service agreement(s)
· Perform in-house start-up meeting
· Assign account manager/service technician
· Develop/monitor spend plan report
· Load customer specific data into FieldCentrix system
· Track/trend/monitor the equipment, contract and/or jobsite
· Perform customer site start-up meeting
· Establish quarterly reviews/budget planning
· Perform customer specific, scheduled maintenance
· Select Subcontractor and verify qualifications

3) ACCOUNT MANAGEMENT SERVICES

· Manage and administer service contract(s)
· Coordinate Subcontractor(s)
· Coordinate flow and process data
· Develop and deliver reports /staffing and management information
· Provide Quality assurance/customer relationship coordination

4) WARRANTY SERVICES

· Establish standard one year parts, equipment and installation warranties
· Provide extended equipment manufacturer warranty programs
· Provide 24/7 warranty response services
· Provide manufacturer coordination and defective equipment replacement