Follow Up
As of 11/10/25 who was the new follow up associate for Mobile Service units?
Dakota Malotte
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.
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.
Where can the Firestone/Bridgestone account be used?
Bridgestone/Firestone store (Firestone Complete Auto Care, Tires Plus, Wheel Works & Hibdon Tire Plus)
What should coordinator phone status be when available for a new RO in Jira?
Phone status should also be available.
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
What steps do we do when an 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
When did our CAT card reactivate for use with CAT locations?
3/16/26
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.
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 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
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.
What coded 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