Remberg Ticket & Initial Setup
What is automatically created when a customer requests Field Service support (unless the request comes from Engineering)?
A Remberg ticket
What is the very first transaction line number the SAM creates in PSI Penta?
Line 100
What folder does the SAM create and where does the completed SSR go?
The Job folder
What pricing document does the FSC complete and add to the Job folder?
The Service Rate Sheet
Where does the content from technicians Service Report ultimately get uploaded to?
The Line Logbook in Agile
What is the standard daily work arrangement listed in the SSR?
8 hours regular + 2 hours OT, no weekend work, no weekend travel
What line is added when the SAM converts a quote to an order after the customer submits a PO?
The 1099 line
How many weeks after the Required date is the Promised date set in PSI Penta?
Approximately 2 weeks (when the service report is due)
Who does the FSC contact if a German technician is needed?
The German Service Account Manager
When a German technician is used, who generates the internal PO and what team handles it?
The Purchasing team
What 3 fields does the SAM set in the Remberg ticket for every Field Service request?
Hint: Category: Services (first one)
Category: Services
Specify Services: Field Service
Specify Field Service: Installation, Emergency, Inspection, Maintenance
What do the lines ending in 05 (example: 105) represent?
Variable costs (flights, hotels, travel expenses, etc.)
Besides customer name, contact info, and scope of work, what three machine details must be in the SSR?
Machine type, machine number, and preferably line number
What must the FSC create for every 100-level line in PSI Penta?
A matching 105 line
What format does the SAM convert the technician’s Service Report into before sending it to the customer?
Who does the SAM list as the “Requesting person” in the Remberg ticket?
The SAM themselves
How are additional technicians (even remote ones) represented in the transaction lines?
Each gets their own 100-level line (200, 300, etc.)
In PSI Penta, what does the “Required date” field actually represent?
The last day of the visit (travel-home date)
After finishing her work, what does the FSC do in the Remberg ticket?
Tags the SAM and reassigns the ticket back to them
What does the SAM proactively create and send to the customer after the visit for any recommended spare parts?
A quote
Who does the SAM assign the Remberg ticket to after attaching the SSR, and how do they notify them?
Alex Wise (Field Service Coordinator) – tag her in an internal note
What tool must the SAM run in PSI Penta for any lines involving a German technician?
The One-Off tool
What document contains the PSI Penta transaction ID, machine location/address, and full scope of work?
The Service Scheduling Report (SSR)
In which two situations are Work Invitation Letters required?
1) Work in Canada with technician from outside Canada
2) Work in USA with technician from Germany
After the Service Report is received, where does the SAM update quote status, order status, and continue follow-up?
The Line Logbook in Agile