SERVICE CONTROL

Delegated Staff:

Service Controller, Field Engineer

When a client logs a call with the Service Controller, they are required to give the serial number of the machine and state the problem / fault with the machine.
 

The Service Controller must confirm all details with the client i.e. address, telephone number and contact person.
 

Should the machine no longer belong to the specific client as stated on Service Now / AS400, and the machine is a cash machine, the client is to first fax through a letter confirming that he is now the new owner and if possible a copy of receipt of purchase. Should the machine still be on contract still but has been sold to another client, problem is to be resolved by the Admin Dept / Credit Control Dept.
 

No incident is to be created onto Service Now until the above has been sorted out
 

If the client has a Continued Service Agreement the call will be created onto Service Now and automatically allocated to an Engineer. If the incident is on purchase hold, the credit controllers are to be notified to check the account hold and sort out the account, then to release the incident.
 

If the Client does not have a CSA, he will be informed of the service costs involved and quotation is sent to the customer.
 

If they accept, the incident will be created onto Service Now. If they do not accept the quotation will be filed for future reference if needed.
 

Once the call (Workwide must have customers signature on it) has been done the Engineer will then log off the call as completed on Workwide
 

Print outstanding calls report on Service Now at the end of the day.
 

Outstanding call reports must be checked by the Technical Manager for planning of the next day.