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The Engineer visits the client to do a
courtesy call and on his arrival first takes the serial number and
calls the Service Controller to confirm if the client is on purchase
hold or not.
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If the client is on Purchase Hold the service
controller must sort out the account before the call can be done.
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The Service Engineer can complete the task once the customers account is
off purchase hold.
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If the machine required parts, the engineer must
try to get the machine up and running and inform the client of his
return date and if the part is currently available. The service engineer
must put the task "On Hold, Awaiting spares" with the correct part
number so that the parts can be ordered.
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If the part is not in stock, find out the
urgency of the part in question and then order it with Parts
Co-Ordinator as per schedule. A task is then
created for the engineer to replace the spares once they arrive.
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If the part is available the Engineer services the
machine and logs off the task.
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