| REPAIRS PROCEDURE
- CASH, AWAITING QUOTES & CSA's |
|
Delegated Staff: |
Technical Manager, Field Engineer, Service Controller,
Supervisor
& P.R.Manager |
| The client brings a machine into the workshops or the Technical Engineer. A job card is created by the AS400 and allocated to the Workshop Engineer. | |
| If the machine is in the field and the machine needs to go into the workshops the Engineer will arrange so that it is taken to the workshops for a quotation or repairs. | |
| If the machine stays at the client then the Engineer will report to the service controller and log the call off and awaiting quote acceptance with the parts needed. | |
|
The Engineer
checks the machine. The service controller updates the prices on the
spares and Quotation is printed from Service Now for
quotes/repairs to be done. |
|
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5. 6. 7. |
The repaired machine Task to be resolved and new
incident to be created for
re-installation for Field Engineer (Machine in Workshops for Repairs). The Field Engineer will re-install machine (Machine in Workshops for Repairs). The Service Controller completes the Service Now generated quotation, which has to be signed by the Technical Manager / Supervisor and is then either faxed or delivered to the client. |
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8. |
If the
client accepts the quote he then signs the quotation and
the machine gets repaired and the call gets logged off. |
|
9. |
Should the
client not accept the quote immediately, the machine gets
wrapped together with a copy of the Quotation and an
Awaiting Quote
Acceptance Form
gets stored in the Workshops with all the machines that
are already waiting for acceptance. |
|
10. |
The machine
gets stored in a dry place away from direct sunlight. |
|
11. |
If the
client accepts at a later stage (within the retention
period of 3 months) a workshop Task is then given to the
Engineer and the machine will get repaired according to
the quotation. |
|
12. |
Should the
quote not be accepted after 14 days, the machine will get
returned to the client in the same condition as it was
received? Quote validity will remain between 14 days to
90 days. |
|
13. |
The Engineer
then logs off the job card as repaired or the quote is
not accepted. |
|
14. |
The machine
is then wrapped with either a
Customer Pick-Up
Form or an
Engineer Pick-Up
Form |
N.B. |
Should the Quotation be more than 14 days old and not accepted (or there is no notification from the client) then the Service Controller must print the client details from the AS400 on a daily basis and forward these to the P.R. Manager who will in turn follow up with the relevant person/s in charge of authorising the order. Once the P.R.Manager has received a response from the client she must forward these details to the Systems Operations Manager to enter on to the AS400. |
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Document Retention
List
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