General Information
When a customer calls our "877" or "844" number, who do they reach and what steps happen next?
Dispatch team, takes the information and opens the new RO or SR for repairs.
What are customer notes?
Directives or rules for each customer that they have supplied on how they want their units handled.
How do you know which follow up person to assign a repair too?
Active customer list in Sharepoint.
What is the first thing a Follow Up person is responsible for and capturing?
ETA/ETC
Name Altec internal customers that RC handles.
Altec Capital, Altec Neuco, Altec Demo, Altec Sales, Altec Service (MST and supervisor units), Global Rental, Global Canada, JJ Kane(Usually as part of sales), Altec plants (E-Town, Creedmore, Etc...),
What is RC and what are the benefits that we provide our customers?
One stop shop. RC provides the customer piece of mind to call one number and then we will handle the repairs from set up to follow up to reporting the completion.
Define a PM policy
Preventative Maintenance, we follow services for customer and make sure that these services are done on time.
How long should you keep an RO if you do not have contact with a customer? What is the next step?
Expectation is 30min. If the customer has not reached back then the RO is assigned to Carry Over.
When are Follow Up team’s responsibilities done?
Once it is confirmed that all repairs for the unit have been complete and it is can be released to the customer and the customer is made aware of this update.
When should a decision be made that is in direct conflict with customer notes?
Attempted and documented getting approval through authorization person, emergency situation where a decision needs to be made in a timely matter. When a driver is absolutely adamant and document that you are following their direction on service.
What are National Accounts and where can we find them?
-Any account that provides us billing through a PO or one that offers us a discount to pass along to our customers.
-RC Sharepoint, national account tab. This will list all RC accounts and our customers' accounts
Why is it important to check RO history on every RO?
Checking for past repairs, see if there is already one open or this may be connected with a past repair. Could determine direction taken on current RO.
If a unit is not in the system, but caller is a RC customer, what should be done?
Reach out to follow up team to see if it is a unit that we are managing.
Get unit information to leadership so an instance can be created in IB.
What are the Follow Up team’s other responsibilities?
Reach out to the vendor to get updates on repairs being performed unit. Get estimates and make sure the customer has them to review/approve. Report to the customer any necessary updates.
What are some of the aspects that makes Global unique?
Own follow up team, do not use vendor lists. Lotus notes for coordinator to create PO. Internal and have direct fleet managers that we can reach out to.
Define "emergency" situation for afterhours
Unit down, on the side of the road. Any unit that is unable to move and is an unsafe location.
Why must we review the customer notes on every RO?
Making sure that we are following directions set out by the customer. They could have updated since the last time you worked on one of their units.
When does the coordinator job end on a RO?
Once the RO is set up, the customer and vendor have been communicated with and documented all service information set up in RO. Can be moved to follow up team and coordinator is done with that RO.
What information should Dispatch be confirming when the customer calls in?
1. Caller/customer information including name, number and company they work with
2. Unit information
3. Unit location
4. Problem/concern with the unit
What is more important to a customer? Getting the unit repaired quickly or at the lowest cost?
Time is mane concern, but it does depend on the customer. All customers want their units up and running quickly. We pass our price breaks on to our customers to help with cost as well.
When does the warranty on the chassis start?
Install date--can be found in Klikview, Installed base and unit page in RC.
Describe the RC queue system and how work is assigned.
RO opened by dispatch and put in Unassigned queue.
Team leads review ROs and assign to the next available coordinator.
Coordinators put themselves available in Jira to let leadership know they can work on another RO.
If a unit is in the system but customer is not managed by RC, what should be done?
Politely inform them that RC does not handle their units. Check with customer if it is a boom issue. Check for information in Service Studio, or open SR if necessary.
What steps does Dispatch go through when a customer calls in for an Altec issue/SR?
1.Confirm unit information in Service Studio.
2.Open ticket with unit and contact information.
3.Confirm payment information with the customer
4.Email area supervisor with SR information so MST can be assigned.
5.Unit down/Urgent--Must call the supervisor as well to inform them of the ticket being opened and assigned.
How can we verify unit ownership, and how can we verify that the unit owner is an RC customer?
Ownership can be verified in Klikview and Installed Base. They will have transaction details on dates that ownership was updated.
RC customers will be listed in our active customer list on Sharepoint.