C4S
Service contract with SM01 call type, but still requires a PO to send parts or dispatch a FSE.
What is AB Maintenance
2025 goal for utilization
Net Utilization 62%
Must be completed for every Medical Device ticket (even those set to irrelevant).
What is Complaint Intake Form (CIF or MDR)
THS is in the Global Services and Support Operation team in GSS, lead by __________ __________
Who is Morgan Perez
Names of the 3 Rice Krispies mascots
Snap Crackle and Pop
Select this when the customer insists on immediate FSE dispatch
What is triage refused?
2025 NA TAC Team CAS goal
what is 75
When you encounter a non-contract customer that is interested in getting a quote for a service contract you should...
What is submit a Flip
To get help with my stock location I will contact _________
What is Service Logistics (will also accept Service Admin as they can consume parts on closed tickets)
The only food that can never go bad
Honey
Change the Service Technician to ACD EMEA
What is reassign a C4S ticket to the EMEA THS team
2025 goal for THS RCT (resolution cycle time)
What is 4 days
Do this when you have had made 3 attempts to contact the customer with no response.
What is close the ticket. (make sure you logged all attempts and that you informed the customer that you are closing the ticket. Best practice would be to change the contact to the default 1.
Form (link) provided to a customer that needs to update their address, institution, ownership of an instrument.
What is Instrument Verification Form
Where chocolate chip cookies were invented
Massachusetts in 1930
The workcenter where you can find all emails sent from C4S
What is Activities
2025 THS goal for time to dispatch
What is less than 48 hours or 2 days
I always contact the customer through this media to expedite resolution
What is phone
This group of individuals are responsible for assigning tickets to individuals within the TAC team
What are sorters (reach them through sorting communication chat)
The only fruit with seeds on the outside
What are Strawberries
The SKU for Field Service Labor (used to add labor to a billable quote)
What is SV000009
Employees band 7+ are expected to complete this form to outline their plan for self-improvement.
What is IDP (Individual Development Plan)
Customer is requesting a 90-day warranty on a field service repair, I will
What is refer to local DM for instruction. (Do not set customer expectation)
VP/GM of GSS
Arnaud Allouche
Oldest soft drink in the United States
Dr. Pepper made in 1885 in Waco, Texas.