Your AAON Customer Experience Is Evolving: New Layers of Support

You told us that once an order is submitted, you shouldn't have to chase it. You asked us for clearer ownership, faster communication, and stronger post-sale support. We heard you. Over the past year, AAON has enhanced its support model to better serve you and your customers, and we want to thank you for being direct with us. Everything below traces back to your feedback.

What We Built
Your customer experience now has three layers of support, each with a clear job.

1. Technical Sales Manager (TSM)
The Regional Sales Manager (RSM) role has evolved into Technical Sales Manager (TSM). By transitioning post-order activity responsibilities to Customer Advocates and Customer Care, your TSM can now dedicate more time and focus to helping you grow your business. Your regional TSM will:

• Partner with you in market to support, inform, and enable your success
• Drive technical business development and opportunities for your teams and your customers
• Serve as a trusted technical resource for you and your team
• Provide application expertise and guidance to help secure and expand business opportunities

2. Customer Advocate
This role is new. Each region is assigned a dedicated Customer Advocate, so you always know who has your orders. From the moment an order is submitted until the unit ships, your Advocate will:

• Respond promptly to your inquiries
• Serve as your primary escalation point of contact
• Identify, prioritize, and escalate concerns to the appropriate teams
• Provide timely project updates, identify opportunities for improvement, and enhance execution through communication and follow-through

to Contact, and When 

What Changes For You

• Less time spent monitoring Order Status
• One person who knows your orders and your customers
• Clearer answers to give your customers

What's Next
Over the coming months, you will begin to hear from your Customer Advocate. Some of you have already worked with your dedicated Advocate, and the early feedback has been extremely positive. As the rollout continues, we will share more about your Advocate and about the TSM role.

One reminder as these pieces come together: the Customer Engagement team continues to plan and host your AAON customer visits and Mobile Experience events in the field. From the first conversation with a customer through delivery and beyond, these teams work as one experience for you.

Thank you for the feedback that shaped this, and for everything you continue to do for our customers.