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Service Call Procedures

Overview:

This Standard Operating Procedure (SOP) serves as a comprehensive guide for servicing technicians, outlining the proper steps to be followed during service calls.

  1. Daily Route Review:
    1. Review all assigned service requests upon receipt of your daily route.
    2. Ensure you have the necessary parts or tools for completing assigned tickets.  Previous day’s used parts should be restocked each morning.
  2. Initiating Service Call:
    1. In SME Mobile Tech, navigate to your Service Request and start a Travel timer.
    2. Call the customer to provide an estimated time of arrival (ETA).
  3. On-Site Arrival:
    1. Stop the travel timer upon arrival and initiate a timer for the appropriate Labor category.
  4. Communication with POC:
    1. Contact the Point of Contact (POC) upon arrival.
    2. Inquire about additional service request notes, site-specific safety procedures.
  5. Equipment Identification:
    1. Identify the equipment to be serviced and verify FDC tag information.
    2. Record FDC tag information on the service request.
    3. If no FDC tag is present, complete the Equipment ID form and tag the equipment that is being serviced.
  6. Troubleshooting:
    1. Troubleshoot equipment and identify any discrepancies, including replacement part information.
  7. Communication and Approval:
    1. Contact the POC, briefing them on identified issues and proposed solutions.
    2. Request approval to proceed with repairs or order necessary parts.
  8. Repairs and Testing:
    1. Complete all repairs, thoroughly test the equipment, and order any required parts.
  9. Documentation:
    1. Complete paperwork and update information in SME Mobile Tech.
    2. Change the order status in SME to the appropriate status (see below)
      • _REVIEW:
        1. Service Technician has completed the service order and is ready for manager review.
      • MGR- Manager Review:
        1. The technician has encountered an issue on site that needs to be resolved by the manager.
      • RAV-Return Visit:
        • The technician has identified an issue and needs to either return with the needed materials or equipment to complete the repair and has been approved by the customer.
      • Order Parts:
        1. The technician has sent a parts order request to the parts department via email or phone. All part information should be annotated on the service ticket.
      • RMA- Return Materials Authorization:
        1. Technician has initiated an RMA, and we are waiting for warranty confirmation from the MFG. Ticket should be completed up to the information needed for the RMA decision and sent to parts. CORES ARE TYPICALLY NEEDED FOR ALL RMAs. RETURN DEFECTIVE PART (CORE) TO THE PARTS DEPARTMENT.
      • MON-Monitor:
        1. The issue described by the customer is intermittent and the technician cannot identify the problem after conducting troubleshooting and system evaluation. (Should be Rare and should only be in this status for 72-hours before customer follow-up).
          • The technician is responsible for following up and turning in the completed ticket to the Service Manager for Review/Close or RAV Scheduling.

10. Customer Interaction:

      1. Contact the customer, demonstrating the repaired equipment or explaining the ordered parts.
      2. If the service request is completed, obtain a signature.
      3. Return to step 2 for the next ticket.

Conclusion:

 This refined SOP provides a structured and detailed approach for service technicians, emphasizing effective communication, thorough documentation, and customer satisfaction throughout the service call process.

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