DIRECTIVES
CAT card account (Caterpillar)
Who is the new follow up person for all Altec Mobile service units?
Dakota Malotte
What are the options for new units under warranty that need a tow?
1. Warranty tow through dealer (dealer sets up)
2. Warranty tow through dealer's recommended tow vendor (RC sets up)
3. Roadside assistance for warranty tow
4. Michelin on call--backup with dealer cannot set up tow or supply PO for warranty tow.
What are the steps we take if we call a customer to verify RO information and they do not answer?
Leave voicemail with RO information and callback, hold for no more than 30min, assign to Carry Over folder.
Steps for if RC system is down?
Outage script
When did the new decision tree go live for new Plant units at the plant?
1/1/26
Who is the new follow up person for Global Canada?
Sarah Irvine
Who should be aware of Altec internal information?
Only Altec employees.
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 curtain vendor.
Check for duplicate RO opened, possible similar repairs.
When did the decision tree go live for new plant units in transit?
11/21/25
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
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.
Global's priority in vendor set up?
OEM, look for warranty when a possibility.
What are the customer notes?
Customer's requests on authorization and how to handle their units.
What should be done with an new NAU that is not in any system if one is called in?
Non Altec Unit, not in RC system but is in Klikview for build--new unit not shipped yet. Outage script, do not set up. Leadership will get to proper channels.
When does an RO get assigned to TLQ?
1. Global unit with SR
2. Unable to reach customer on second attempts
What constitutes as internal information?
1. National account numbers
2. Non preferred vendors
3. Customer notes
4. SOP procedures.
Describe the RO Breakdown process by Step, triggers for next step, and which team performs them?
Customer call-talks do dispatch. RO created and handed to Coordinator team. Coordinators set up service, assigned to follow up. Follow up actively follows with repair--assigned to invoicing once repairs completed.
Why must the customer notes be reviewed for every RO?
Possible updates, checking to make sure on how each unit is handled.
Where can our Bridgestone/Firestone account be used?
Firestone/Bridgestone stores only--(Firestone Complete Auto Care, Tires Plus, Wheel Works & Hibdon Tire Plus)
What should be your last step with an RO before it is scripted and assigned to follow up?
Follow up with the customer-make sure they are aware of all pertinent information.
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.
How does our queue system work and assigning work?
ROs in unassigned queue, pushed out to coordinators and card created in Jira and assigned to coordinators.
Define a PM policy
Preventative Maintenance-RC tracking maintenance services for our customers.