Emergency Service or EMS

EMS is when FDC guarantees same day service.

EMS During Normal Business Hours:

Overview
The customer has called the Service Dept and submitted a Service Request and would like to get a technician onsite immediately. The Service Dept will inform the customer that to accommodate their request they will be billed at EMS rate. Once that is approved the Service Request will be created and Emailed to the appropriate Service Dept and Area Manager and a call will be placed to the Area Manager to coordinate a Technician being dispatched.

The Area Manager or Service Dept representative will contact the Technician and inform them of the change to their scheduled route and ensure that they have also received the Emergency Service Request and any additional paperwork to complete the Emergency Service Request. At this time any remaining work on the Technician’s schedule will be discussed and a plan for notifying customers of scheduling changes will be discussed. If appointments will be delayed or missed they must be notified.
What do I as the Technician need to do?

Step 1: Upon receipt of the Emergency Service Request. You will use a blank ticket or PDF in place of a printed Service Request and contact the customer with an ETA. ALL work on your current Service Request/Install must be documented/submitted and your Service Request completed before moving on to the Emergency Service Request.

Step 2: In SME Mobile Tech navigate to your Emergency Service Request and start a Travel timer, call the customer to provide an updated ETA as needed.

Step 3: Upon arrival on site stop your travel timer and start a timer for the appropriate Labor category. (NOT EMERGENCY).

Step 4: Contact the POC and let them know that you are on site. Ask if there are any additional notes regarding their Emergency service request, any site specific safety or reporting procedures and ensure that you are prepared to work safely.

Step 5: Identify the equipment to be serviced and verify the FDC tag info and record it on your Emergency Service Request. If no FDC tag is present complete the Equipment ID form and tag the equipment.

Step 6: Troubleshoot the equipment and identify any and all discrepancies to include any replacement part information.

Step 7: Contact the POC and brief them on what you have found/determined to be the problem and what you believe is the appropriate course of action to repair their equipment to an operational status and request approval to proceed with repairs or order parts.

Step 8: Complete all repairs and thoroughly test the equipment and order any parts.

Step 9: Complete your paperwork and complete your update in SME Mobile Tech, change the order status to “REVIEW”. You will bill EMS rates.

Step 10: Contact the customer and verbally or physically demonstrate that the equipment has been repaired or explain what parts have been ordered. If the Service Request has been completed get a signature then return to adjusted schedule for the rest of the work day.

EMS Outside Normal Business Hours:
The customer has called the Emergency Service line and submitted approved an Emergency Service Request. The answering service will contact the on-call Technician and provide the details of the Request over the phone and via Email. The Technician will contact the customer verify all information provided by the answering service, review the billing details with the customer and make any necessary arrangement with the customer to get access to the equipment on site.
Upon arrival at the Office the Technician will navigate to the Shop Ticket in SME Mobile Tech and Start a Timer using Emergency Service Labor.
Technician will use a blank ticket and the information provided by the answering service to generate a Service Request and begin their update as follows:
Example: MM/DD/YY [__HR] [Initials] HH:MM start ES spoke to POC, travel to site.
The Technician will then gather any tools or parts necessary and travel to the site.
Upon arrival on site the Technician will make the following update to the Ticket:
Example: HH:MM arrived on site spoke to [POC].

All work from at this point is no different than a normal Service Request steps 5-8.
Step 5: Identify the equipment to be serviced and verify the FDC tag info and record it on your service request. If no FDC tag is present complete the Equipment ID form and tag the equipment.
Step 6: Troubleshoot the equipment and identify any and all discrepancies to include any replacement part information.
Step 7: Contact the POC and brief them on what you have found/determined to be the problem and what you believe is the appropriate course of action to repair their equipment to an operational status and request approval to proceed with repairs or order parts.
Step 8: Complete all repairs and thoroughly test the equipment and order any parts.
Now the Technician will update the Emergency Service Request and Contact the POC for acceptance of completed work and a signature on the Ticket.
At this point all that remains is travel to the shop the following update will be added to the Ticket:

Example: Checked out with [POC] HH:MM depart site travel to the shop.
Upon arrival at the Shop the Technician will make enter their entire update into SME mobile tech on their Shop Ticket and add the following update to the Ticket:
Example: HH:MM arrive at shop completed update to SME ES complete.

Finally, the Technician will send an email to SERVICE@FDC.com and carbon copy the appropriate service dept email. The Subject of the email will be “EMS [SiteName] MM/DD/YY. In the body of the email the technician will enter the Services Performed update then they will attach a picture of the completed Emergency Service Request.
Send the email and then stop the Emergency Service timer.

Below is an example of a complete Emergency Service Request update:
Scott W Hanson 12/08/2018 22:15:15 :
4hr SH 8:04 p.m. start ES spoke to Amanda, travel to site. 8:41 p.m. arrived on-site

Example:
spoke to store manager. Belt hanging from header. Reinstalled belt, tested door, Ops good. Spoke to Candice no ticket created to close for completion code, no store stamp. For Tormax work order number 0232386888. Checked out with Amanda. 9:34 p.m. depart site traveled to shop, 10:15 p.m. arrive at shop completed update, ES complete.