Send us Fan Mail Transferring the financial risk doesn’t fix the charger. Someone still has to diagnose the failure, find the right parts, coordinate with the site, and get a qualified technician there to complete the repair. In Season 2, Episode 4 of Field Frequency, Jason Cortes welcomes Holly Audiss, VP of Client Success at EVSTAR, for the second half of our EVSTAR conversation. Following part one’s discussion of risk, finance, and procurement with Hubert Kim, this episode turns to the operational work behind warranty execution. Holly breaks down how claims move from intake to repair, where incomplete information and parts shortages can create delays, and why a labor warranty may still leave an operator with travel-related expenses. She also explains how EVSTAR works with field service partners like Field Advantage and how preventative maintenance can be incorporated into tailored partner arrangements. For operators, site hosts, and procurement teams, the takeaway is practical: understand who owns every step of the repair process before equipment goes down. What happens after a charger fails? The charger is covered. The claim is filed. But getting the asset back online still takes people, parts, troubleshooting, and coordination. In part two of our EVSTAR series, host Jason Cortes sits down with Holly Audiss, VP of Client Success at EVSTAR, to discuss what it takes to turn warranty coverage into service in the field. From incomplete diagnostic information to parts backlogs and unexpected technician travel costs, the conversation explores the friction that can sit between a warranty promise and a completed repair. Holly shares how EVSTAR approaches claims coordination, why strong OEM and service relationships matter, and what buyers should understand before releasing an RFP or choosing their next charger. In this episode • Troubleshooting before the truck roll: Why identifying the failure and the correct parts helps avoid repeat visits. • The work behind a claim: How claims specialists coordinate with OEMs, parts resources, site hosts, and service providers. • Where repairs get delayed: Incomplete information, missing error logs, and parts backlogs. • The real cost of an SLA: Why buyers need to ask whether travel, hotels, and other mobilization expenses are included. • Coverage and exclusions: Holly discusses the importance of clear terms and gives examples involving vandalism and installation-related problems. • Preventative maintenance through partnerships: How EVSTAR and Field Advantage have worked on tailored proposals that combine warranty coverage and maintenance services. • A shared responsibility for reliability: Why OEMs, warranty administrators, software providers, and field service teams need strong working relationships. Questions before procurement: Who diagnoses, coordinates, sources parts, performs the repair, and pays at every stage? The questions to take into your next procurement conversation 1) Who owns the repair process from the initial failure through return to service? 2) What diagnostic information is needed, and who provides it? 3) Where will replacement parts come from? 4) What does the service commitment measure: response, arrival, or completed repair? 5) Are travel, lodging, and other technician expenses included? 6) What remains the operator’s responsibility during and after the OEM warranty? 7) Can preventative maintenance be arranged alongside coverage? Questions are editorial takeaways from the discussion, rather than verbatim guest quotations. Continue the conversation Part one features Hubert Kim of EVSTAR on financial risk, procurement, and warranty strategy. Part two explores the people and processes required to put that strategy into action. Field Frequency is powered by Field Advantage. Listen at https://fieldfrequency.com.
