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| 1.
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Customer
phones in to log a call. An incident is created on Service Now. The
incident is
allocated to the Engineer who then responds to the call. A reference
number is given to the client for tracking purposes.
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2.
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Field
engineer arrives at the client assesses the fault and
then cleans, services and repairs the machine. All
adjustments are done and copy quality is tested
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| 3. |
If the
machine needs spares, the Field Engineer will try to get
the machine working, if possible, and give client a
return date. If the machine is totally down a loan
machine will be delivered as soon as possible.
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| 4. |
Should the customer
bring the machine into the workshops a workshop incident is created and
allocated to the first available engineer in the workshops to repair &
clean the machine.
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| 5. |
Engineer
puts the task on hold awaiting spares and if stock is available
he will return back to the client to replace the spares
and log off call. If the spares are not in stock, the
engineer must phone the customer to confirm a return date.
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| 6. |
If the
spares are not available and/or parts are urgent: Red Alert / Emergency
parts procedure to be followed.
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