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Services
Network of Factory-Trained Technicians
Installation Supervision & Start-Up Assistance
Maintenance, Repair, & Calibrations
Inspections, Conversions, & Retrofit Work
Parts Recommendations & Equipment Evaluations
Special Features
Telephone Support
Scheduling a Service Call
Frequently Asked Questions
Pre Start-up Installation Check Lists
Boilers
Cogeneration System Burners

Customer Assistance
Telephone Support

Rely on Coen's Customer Service Department to Assist You When You Need it MostOur Coen Field Service Team is always available to provide assistance, should problems arise with your Coen equipment which are beyond the scope of your in-house operators.  Your Coen equipment includes Operational and Maintenance Manuals which explain recommended troubleshooting procedures for your equipment.  If these procedures do not pin point the source of your problem, call the Coen Field Service Department and ask for a consultation with a Coen Engineer.  Telephone consultation is without charge and can save both downtime and the expense of an on-site service technician.  In the event that we cannot assist you by telephone, it will be recommended that you schedule a visit by one of our field service representatives. 

Coen Field Service: (650) 638-0365

When calling for consultation or technical assistance, please have available:

  • All electrical and mechanical drawings that relate to the problem.
  • Coen file number for your equipment as it appears on the prints.
  • Brief written description of the problem including gauge readings, burner management indicator lights, and controller output readings.
  • Telephone number where you can be contacted if we need to call you back.
  • Shipping address, preferably for air freight service.

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Scheduling a Service Call

Our track record for scheduling Coen Factory Trained Service Representatives gets an "A" rating from our customers.  Rely on Coen to make every effort to service your needs as requested.  

Requests for maintenance service can usually fit into our schedule with relatively short notice. More planning and review are required for start-up requests. For that reason, we ask that we are given as much lead time as possible for start-up scheduling.

Major start-up projects are technically reviewed prior to commissioning by the in-house Field Service Coordinators.  The technical scope of the job often determines which representative will be assigned to a new start-up project.  The majority of projects can be handled by any one of our field services representatives.  Some projects are more complex and must be matched to the representative possessing the most experience and skills for that project.

Availability in the short and long term also plays a key role in scheduling, as does the home location of a representative in proximity to the jobsite.  We are always up to any challenge and we look forward to the opportunity to provide you with our services.

Coen's Field Service Team is committed to meeting all of our customer's needs.  Please call our Field Service Team for all your service requirements.

Coen Field Service: (650) 638-0365

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Frequently Asked Questions

DOES COEN PROVIDE SERVICES FOR OUR EQUIPMENT?  IF SO,  HOW DO I GO ABOUT SCHEDULING A SERVICE REPRESENTATIVE?

All of our Field Service Representatives are scheduled through our Foster City location. Our Service Department can be reached at (650) 638-0365 for scheduling.

DO ALL OF YOUR SERVICE REPRESENTATIVES COME FROM CALIFORNIA?

Our team of Field Service Representatives live throughout the United States.  Whenever feasible, the local representative nearest your area will be scheduled. 

HOW MUCH DOES IT COST FOR SERVICE?

Our costs are based on an hourly rate, plus expenses at cost. Please contact Coen's Service Department at (650) 638-0365 for pricing information..

HOW MUCH LEAD TIME DO I NEED TO SCHEDULE A START-UP? A MAINTENANCE CALL?

We would like at least two weeks lead time to schedule a representative to a new equipment start-up. Please feel free to call us as early as possible with tentative dates for your new project. We can allocate the time in our schedule, even if the date is not yet definite. Maintenance calls are scheduled on an as needed basis by our customers whenever possible.

HOW DO I KNOW IF MY BOILER IS MEETING EMISSIONS, MAKING CAPACITY OR RUNNING EFFICIENTLY?

We have extensive documentation on Coen equipment. Our Service Department can assist you with your inquiries. Please call one of our Field Service Coordinators for assistance at (650) 638-0365. 

WHERE CAN I GET A PART FOR MY COEN UNIT?

Our Maintenance Spare Parts Department has an extensive warehouse of parts to meet the needs of our customers . Many parts can be available on a next day basis. See our Maintenance Parts site for information or contact our Parts Department by calling (800) 445-0912.

DO YOU HAVE INFORMATION OR PRINTS AVAILABLE ON OUR EQUIPMENT?

Coen Company maintains documentation and prints of our equipment. Please contact our Service Department at (650) 638-0365. 

WHO DO I TALK TO FOR AN INSURANCE CERTIFICATE?

Coen can issue an insurance certificate without special requirements.  If your plant requires special addendums, we will request it for you from our insurance carrier.  Please call our Service Department at (650) 638-0365 for requests.

CAN I GET A COPY OF A REPORT / DATA FROM A SERVICE VISIT?

The service department can send a copy of a service report/data to you upon request.

WHO IS THE SALES REPRESENTATIVE IN MY AREA?

Coen has Sales Representatives throughout the United States and Canada as well as foreign agents.  See our Sales Representative site to locate the Representative in your area.

 

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