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Docusign Envelope ID: 41F63DOF-3BC8-4149-8618-1BBEEF49D6F7 Table 10: References/Testimonials Line Item 58. Supply reference information from three customers to whom you have provided equipment, products, or services similar to the solutions sought in this RFP and who are eligible to be Sourcewell participating entities. Entity. Name * Contact Name * Phone Number* 59 Maryland Transit Admin Mike Gilhooly 410-454-1805 Inova Hospital Paul Bucco 571-429-2100 Manager to promote and manage the Sourcewell agreement to George Mason University Rob Sheard 703-486-6636 Table 11: Ability to Sell and Deliver Service Describe your company's capability to meet the needs of Sourcewell participating entities across the US and Canada, as applicable. Your response should address in detail at least the following areas: locations of your network of sales and service providers, the number of workers (full-time equivalents) involved in each sector, whether these workers are your direct employees (or employees of a third party), and any overlap between the sales and service functions. Line Item Question Response * - 59 Sales force. Schindler has 100+ offices nationally with over 600 sales. representatives. Schindler has assigned a National Account Manager to promote and manage the Sourcewell agreement to area sales managers, who work with local offices to implement the program as the "go to market" strategy for public work. 60 Service force. Our field force is approximately 3,500 field technicians. 61 Dealer network or other distribution Schindler manufactures and installs equipment as the OEM, then. methods. services the equipment for the entire life of the unit. Manufacturing facilities in the United States are in Pennsylvania, Ohio, and North Carolina. 62 Describe in the detail the ordering Schindler works with many forms of parts distributors and suppliers for new process, including the respective roles of equipment either in New Installation or Modernization. We source proper companies distributors, dealers, or others (including to ensure on-time delivery and competitive pricing models for members. sub -contractors) in providing solutions to Participating Entities. This may include a step by step process identifying who is responsible for meeting the needs of the Participating Entity at each stage of delivery. 63 Please describe the relationship between - Proposer any distributors, dealers, or others (including sub -contractors). 64 Describe in detail the process and The Schindler Customer Service Network (SCSN), located in procedure of your customer service Atlanta, GA, handles all our calls, emails and work order request. program, if applicable. Include your for service 24 hours a day, 7 days a week. During these service response -time capabilities and calls a certified SCSN employee will enter the description of the commitments, as well as any incentives unit malfunction and/or basis of the call into our SAP system, that help your providers meet your stated dispatch the service technician(s), and provide the customer with service goals or promises. an ETA. Once the customer. receives an ETA and the technician (so fixes the malfunction, the service request is considered closed. Schindler also audits over 1000 calls per month to assess call handling time, dispatch time, delivery of ETA information, and closeout. Response time may vary by contract, often we have a 1 hour requirement for entrapments and 2 -hour requirement for service calls. Most customers require a standard 4 hour response time during normal business hours. 65 Describe your ability and willingness to Schindler has 100+ local offices throughout the US and Puerto Rico provide your products and services to dedicated to serve our customers. Headquartered in Morristown, Sourcewell participating entities in the NJ, our operations include four factories, two training centers and United States. R&D facility. Our footprint is larger than our competition, which guarantees reasonable response times and service quality. 66 Describe your ability and willingness to Schindler has multiple offices throughout Canada that serve our provide your products and services to customers in each market. The technicians are equally trained in Sourcewell participating entities in Canada. Canada as they are the United States and our engineering. capabilities are the same. Although requirements in Canada call for different T&C's due to insurance requirements and Delivery models due to AHJ requirements. Supplement provided for T&C's / AHJ requirements for Canada source well participation. Bid Number: 050224 Vendor Name: Schindler Elevator Corp