Follow Up
As of 11/10/25 who was the new follow up associate for Mobile Service units?
Dakota Malotte
What does a coordinator do if they cannot reach the customer to verify RO information?
Call the caller if different than contact
(Global)--Email Global rep for contact information
Hold for 30min and assign to Carry over if no callback
Name Global's priority in vendors? Is this affected by anything else
OEM priority first, especially for under 3 years under warranty.
This could be effected by Non Preferred/do not use list.
Global rental has a Freightliner/Pinnacle account. Name the three other customers that also have a Freightliner/Pinnacle account that RC can utilize for them
JW Didado
Pike
Scott Powerline
If you cannot reach a vendor, what is the next step in set up?
Move to next vendor, unless the customer has specifically requested a certain vendor.
No reason to only attempt one vendor and put the RO in Carry Over.
Who is the new follow up person for ITC/METC?
Sandra Crouch
Walk through the VMS protocol for setting selecting a vendor for service
Choose Elite vendor first--must filter alphabetically
Then Preferred vendors
Then non elite/preferred vendors
Walk through our steps for our New Plant Unit decision tree when the unit is in transit
Verify it is plant owned--if going to OEM dealer or Altec under warranty then set up repairs and email the plant contacts update on service set up.
If the unit is a Global unit-set up as per Global standards
Where can the Firestone/Bridgestone account be used?
Bridgestone/Firestone store (Firestone Complete Auto Care, Tires Plus, Wheel Works & Hibdon Tire Plus)
How is vendor set up established?
By phone, email can be a follow up, but we must speak to and confirm on the phone first.
What should coordinator phone status be when available for a new RO in Jira?
Phone status should also be available.
Name the Global tow priority
OEM- under warranty
OEM-either they set up or recommend a vendor that they will pay with a PO
Michelin On call
What information should be passed along to a transport driver?
Only that which pertains to our unit. I.E..where to drop the unit off at or ETA for service we have set up.
We do not release a driver, that is their dispatch's job.
Do not tell a driver to get an uber to a hotel
What vendor have we had come on board with a national account in February?
BTR (Bains Towing & Recovery)
If customer requests a vendor on a Non preferred list, what steps do we take?
Tell customer we will check if we can get that approved.
Hotlist RO requesting Global to advise if they approve "Vendor name" Per customer's request.
Warranty tow through Roadside, Michelin On call--when does the RO get assigned to follow up?
Hold RO until verify unit has been either picked up or delivered
What code needs to be checked on every RO before it makes it over to Follow up?
VMRS Code
Walk through the New Plant decision tree for a unit called in that is at the plant still.
Verify who is responsible-I.E plant. Call contacts in column D for direction, if they don't answer then tell the transport driver to leave the unit. Email the plant contacts to let them know about the unit--Assign RO to TLQ
What account was paused, but was reactivated in March?
RC Cat Card through Caterpillar
Information that should not be shared with customer or vendor?
Any Altec specific internal information---Example: Do not use vendors
Internal notes/directives
Name the follow up associate for these customers:
ACLARA RF SYSTEMS INC – 122465
ALTEC INDUSTRIES PLANT 0658 MT AIRY DELIVERY SERVICES – 178022
GREENLIGHT NETWORKS LLC – 890834
INFRASOURCE LLC – 78244
MYR EQUIPMENT LLC – 20711
NORTHWEST LINEMAN COLLEGE - 135736
Kyle Burk
Walk through steps when MST is working on their own unit.
Look to see if there is already an SR
Create SR, attach to the RO and send email with SR template to the area supervisors
What customer is RC no longer handling?
Pinnacle Sign Group
Name the two preferred vendors we onboarded at the end of March
Smith's Lube
Meso
What needs to be done when adding vendor to the VMS?
Make sure we have correct contact and location information.
Note any OEM that vendor supports
Note any national accounts the vendor bills to
Email Chelsey and copy your team lead