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- Answer incoming service requests via phone, email, or system alarm

- Gather critical information from customer:

- Location and system affected

- Nature of problem (no cooling, alarm condition, comfort complaint, etc.)

- Severity and impact on building operations

- Preferred service window

- Special access requirements or site restrictions

- Create service ticket in Service Fusion

- Categorize request (Emergency, Urgent, Routine)

- Link to appropriate Service Agreement and PO# (verify not expired)

- Determine if covered under service contract or billable

- [ ] Service ticket created in Service Fusion with complete information:

- Customer (address and contact info)

- Service Agreement linked (with project numbers and expiration dates)

- Primary Contact (point of contact for this service)

- Service Location (if different from customer address)

- Job Description (detailed problem description)

- PO# assigned (specific project number for this visit)

- Job Category assigned

- Current Status: "Scheduled" or "Dispatched"

- [ ] Customer acknowledgment sent (email/text with ticket number and ETA)

- [ ] If Service Agreement expired: Office confirmation obtained before scheduling

**Exit Point:** Never exits - monitors entire service call lifecycle

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- Assess technical complexity and required skill level

- Check Field Specialist skill matrix for best match:

- Technical capability (network, programming, mechanical)

- Geographic location (minimize drive time)

- Current workload and availability

- Customer relationship history

- Determine priority based on:

- Emergency status (system down, safety issue, critical alarm)

- Service Level Agreement (SLA) requirements

- Customer importance

- Contractual response time commitments

- Assign appropriate Field Specialist (or escalate to specialist if needed)

- Optimize routing with scheduling software

- Update on-call rotation if after-hours emergency

- Communicate with customer on technician ETA

- [ ] Field Specialist assigned in Service Fusion

- [ ] Start/End Date and Arrival Time Window set

- [ ] Estimated Duration calculated

- [ ] Project Manager added to notification list (if applicable)

- [ ] Notes for Tech added with:

- Known system history

- Previous issues at this site

- Special access instructions

- Customer preferences or concerns

- Parts likely needed (if known)

- [ ] Customer notified of technician assignment and ETA

- [ ] Route optimized in scheduling software

If issue requires specialized expertise:

- [ ] Network Specialist assigned for network/IT issues

- [ ] Programmer Developer assigned for complex control logic issues

- [ ] Graphic Developer assigned for HMI/graphics issues

**Exit Point:** Continues monitoring through completion

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- Review service call details

- Determine if warranty or billable work

- Provide Field Specialist with project history

- Coordinate with customer if warranty issue

- [ ] Warranty vs. billable determination documented

- [ ] Project history notes added to ticket

- [ ] Customer communication if warranty-related

**Exit Point:** After warranty determination and coordination

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- Check inventory for commonly needed parts

- Stage parts for potential pickup

- Coordinate expedited delivery if critical part needed

- [ ] Parts availability confirmed

- [ ] Parts staged for pickup (if known requirement)

- [ ] Expedited shipping arranged (if emergency and part not in stock)

**Exit Point:** Parts issued or availability confirmed

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- Review service ticket details in Service Fusion

- Review Notes for Tech section

- Gather necessary tools and test equipment

- Pick up parts from warehouse (if pre-identified)

- Update Service Fusion status to "On the Way"

- Navigate to site using GPS/routing

- Contact customer if arrival time changes

- [ ] Service Fusion status: "On the Way" (timestamp recorded)

- [ ] Tools and equipment loaded in vehicle

- [ ] Parts picked up (if applicable) - documented in Service Fusion

- [ ] Customer contact made if delayed

**Drive Time Calculation:** Automatically tracked between "On the Way" and "On Site" status changes

**Exit Point:** Continues to next phase upon site arrival

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- Update Service Fusion status to "On Site" (timestamp recorded)

- Check in with customer contact (Primary Contact)

- Gather additional information about the problem:

- When did it start?

- What symptoms are observed?

- Any recent changes to the system?

- Review system graphics and historical trends

- Perform initial system assessment:

- Check network connectivity

- Review current alarms and system status

- Verify sensor readings

- Check control sequences

- Update Service Fusion status to "Started" when work begins (timestamp recorded)

- Perform detailed diagnostics:

- Use multimeter for electrical testing

- Check physical components (sensors, actuators, relays)

- Review control logic and setpoints

- Test mechanical operation (valves, dampers)

- Analyze communication issues if network-related

- Identify root cause of problem

- Determine repair approach and parts needed

- Communicate findings to customer

- If parts needed: Contact Dispatch for parts coordination

- [ ] Service Fusion status: "On Site" then "Started" (timestamps recorded)

- [ ] Problem diagnosis documented in notes

- [ ] Root cause identified

- [ ] Repair plan communicated to customer

- [ ] Parts list (if additional parts needed)

- [ ] Customer approval for work (if billable or out-of-scope)

**Labor Time Calculation:** Begins when status changes to "Started"

If issue is beyond Field Specialist capability:

- [ ] Contact Dispatch for technical escalation

- [ ] Specialist (Network/Programmer/Graphic) dispatched or provides remote support

**Exit Point:** Continues to repair phase (or pauses if awaiting parts)

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- Provide remote troubleshooting support

- Coordinate parts retrieval/delivery

- Dispatch specialist if needed

- Update customer on status

- Coordinate with Warehouse Manager for expedited parts

- [ ] Remote support provided and documented

- [ ] Parts expedited (if needed)

- [ ] Specialist dispatched (if needed)

- [ ] Customer status update provided

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- Locate parts in inventory

- Prepare for pickup or arrange delivery to job site

- Log parts issuance in Service Fusion

- If part not available: Source from vendor, coordinate expedited shipping

- [ ] Parts availability confirmed

- [ ] Parts ready for pickup or en route to site

- [ ] Invoice created in Service Fusion (removes from inventory)

- [ ] Estimated arrival time communicated (if delivery)

**Exit Point:** Parts delivered/picked up

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- Pick up parts (if local pickup) or receive delivery

- Log all parts used in Service Fusion Invoice section

- Perform repair work:

- Replace faulty sensors, actuators, or devices

- Repair or replace wiring/connections

- Recalibrate sensors

- Adjust control logic or setpoints (if within scope)

- Reset alarms

- Clear faults

- Test repair thoroughly:

- Verify sensor readings accurate

- Confirm mechanical operation

- Test control sequences through full cycle

- Monitor system operation for stability

- Document all work performed in detail

- If issue requires programming changes: Coordinate with Programmer

- If issue requires network changes: Coordinate with Network Specialist

- Take photos of before/after conditions (if applicable)

- [ ] Repair completed successfully

- [ ] All parts used logged in Service Fusion Invoice

- [ ] System tested and verified operational

- [ ] Control sequences confirmed working correctly

- [ ] Alarms cleared

- [ ] Before/after photos (if applicable)

- [ ] Detailed work description in Completion Notes

- [ ] Service Fusion status: "Paused" or "Partially Completed"

- [ ] Additional Visit created in Service Fusion

- [ ] Customer notified of return date

- [ ] Progress documented for next visit

**Exit Point:** Repair complete and verified

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- Remote diagnosis of network issue (if possible)

- Dispatch to site (if on-site work required)

- Troubleshoot and repair:

- Network connectivity issues

- Switch configuration problems

- IP conflicts

- Firewall/security issues

- BACnet/Modbus communication failures

- Document changes made

- Verify all devices back online

- [ ] Network issue diagnosed and resolved

- [ ] All devices communicating properly

- [ ] Network changes documented

- [ ] Time logged in Service Fusion

- [ ] Handoff notes to Field Specialist

**Exit Point:** Network issue resolved

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- Remote review of control programs (if possible)

- Dispatch to site (if on-site programming required)

- Troubleshoot and fix:

- Control logic errors

- PID loop tuning issues

- Sequence of operation problems

- Integration issues

- Test programming changes thoroughly

- Document all changes made

- Update program documentation

- [ ] Control logic issue diagnosed and resolved

- [ ] Program changes tested and verified

- [ ] Program version control updated

- [ ] Programming changes documented

- [ ] Time logged in Service Fusion

- [ ] Handoff notes to Field Specialist

**Exit Point:** Programming issue resolved

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- Remote review of graphics (if possible)

- Fix issues:

- Broken data point links

- Graphic display errors

- Navigation issues

- Dashboard problems

- Test all fixes

- Verify on multiple devices (desktop, tablet, mobile)

- [ ] Graphics issue diagnosed and resolved

- [ ] All data links verified functional

- [ ] Graphics tested on applicable devices

- [ ] Time logged in Service Fusion

- [ ] Handoff notes to Field Specialist

**Exit Point:** Graphics issue resolved

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- Walk through completed work with customer

- Demonstrate system operation

- Answer any customer questions

- Provide recommendations for preventive maintenance or improvements

- Complete comprehensive documentation in Service Fusion:

- Update Completion Notes with detailed work performed

- Reference Task List items completed (if PM created task list)

- Document all parts and materials used

- Log all expenses (parking, tolls, supplies, travel)

- Take final photos if needed

- Obtain customer acknowledgment/satisfaction

- Update Service Fusion status to "Completed" (timestamp recorded)

- Clean up work area

- Return to vehicle

- [ ] System fully operational and customer satisfied

- [ ] Comprehensive Completion Notes in Service Fusion including:

- Problem found

- Work performed

- Parts used

- Test results

- System status (operational)

- Recommendations (if any)

- [ ] Task List marked complete (if applicable)

- [ ] All materials logged in Invoice section

- [ ] All expenses logged in Expenses section:

- Parking (if applicable)

- Tolls (if applicable)

- Small Tools and Equipment (if purchased)

- Supplies (consumables)

- Travel expenses (if covered by company)

- [ ] Drive Time automatically calculated (On the Way → On Site)

- [ ] Labor Time automatically calculated (Started → Completed)

- [ ] Customer sign-off obtained (digital or signature)

- [ ] Service Fusion status: "Completed"

- [ ] Photos attached to ticket (if applicable)

**Labor Time Calculation:** Ends when status changes to "Completed"

**Exit Point:** Service call complete, documentation submitted

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- Review completed service ticket for quality and completeness

- Verify all time and materials documented

- Update customer with completion confirmation

- Add service call to weekly reporting

- File any follow-up actions needed

- Monitor customer satisfaction

- [ ] Service ticket reviewed for completeness

- [ ] Customer completion notification sent

- [ ] Follow-up service scheduled (if needed)

- [ ] Service call added to weekly KPI report

**Exit Point:** Ticket reviewed and customer updated

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- Review service call against warranty terms

- Verify if billable or warranty work

- Approve or flag for discussion

- Update project tracking if warranty issue affects project status

- [ ] Billability determination confirmed

- [ ] Warranty tracking updated (if applicable)

- [ ] Approval for billing (if billable)

**Exit Point:** After billability review

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- Verify all labor time is accurate (Drive + Labor)

- Verify all materials are documented

- Verify all expenses are documented

- Change status to "Ready to Close"

- Route to Accountant for invoicing

- [ ] All time verified and approved

- [ ] All materials verified and approved

- [ ] All expenses verified and approved

- [ ] Service Fusion status: "Ready to Close"

- [ ] Ticket routed to Accountant

**Exit Point:** Ticket ready for accounting

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- Review service ticket for completeness

- Verify all costs are properly coded:

- Labor time (drive + on-site)

- Materials used (from Invoice section)

- Expenses incurred

- Verify against Service Agreement terms:

- Covered under contract? (no charge)

- Billable hours? (T&M rates)

- After-hours premium? (if applicable)

- Generate invoice in Service Fusion (if billable):

- Timesheet Report (labor hours)

- Expense Report (expenses incurred)

- Materials Report (parts used)

- Apply appropriate rates from Service Agreement

- Code costs to proper GL accounts:

- Service revenue (if billable)

- Warranty expense (if warranty)

- Project cost (if project-related)

- Mark service ticket as "Logged"

- Send invoice to customer (if billable)

- Track payment in AR system

- [ ] All costs verified and coded correctly

- [ ] Invoice generated in Service Fusion (if billable):

- Timesheet Report attached

- Expense Report attached

- Materials list attached

- [ ] Invoice sent to customer (if billable)

- [ ] Service ticket status: "Logged"

- [ ] Costs posted to General Ledger

- [ ] AR tracking initiated (if invoice generated)

- [ ] Service profitability calculated

**Exit Point:** Invoice sent and payment tracking initiated (or warranty cost recorded)

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- Verify inventory adjustment for parts used

- Update stock levels

- Flag any low-stock items triggered by this service call

- Update tool tracking (if tools checked out)

- [ ] Inventory adjusted for parts used

- [ ] Stock replenishment flagged (if needed)

- [ ] Tool check-in verified

- [ ] Monthly procurement report updated

**Exit Point:** Inventory reconciled

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- Immediate dispatch (response time: 1-4 hours typically)

- On-call technician dispatched

- Premium rates may apply (per Service Agreement)

- Dispatch manages customer expectations closely

- May require multiple specialists on-call

- Scheduled in advance (Status: "Scheduled")

- Non-urgent, planned work

- May be part of preventive maintenance program

- Predictable parts and time requirements

- Can be batched with other work at same location

- May involve multiple specialists (Programmer, Graphic Developer)

- Longer duration work

- May require project-style planning

- Often scheduled during off-hours or weekends

- Higher complexity documentation

- Project Manager involved in coordination

- No-charge to customer (unless out-of-scope found)

- Tracked against project warranty costs

- May trigger project punch list completion

- Additional documentation for warranty tracking

- Pre-scheduled, recurring visits

- Checklist-driven activities

- Predictable scope and duration

- May include multiple systems in one visit

- Often includes inspection and minor adjustments

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- **Drive Time:** Timestamp between "On the Way" and "On Site"

- **Labor Time:** Timestamp between "Started" and "Completed"

- **Purchase Order:** PM requests materials (if project-related)

- **Inventory Order:** Warehouse receives materials

- **Invoice:** Field Specialist logs materials used (removes from inventory)

- **Expenses:** Field Specialist logs all expenses by category

- Timesheet Report

- Expense Report

- Material Report

- Customer Invoice (if billable)

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- Time from call intake to technician "On Site"

- Measured against SLA requirements (Emergency: 4 hrs, Urgent: 24 hrs, Routine: 72 hrs)

- Percentage of service calls resolved on first visit

- Target: 85%+

- Labor Time / (Labor Time + Drive Time + Non-Productive Time)

- Target: 70%+

- Post-service survey ratings

- Target: 4.5/5.0 or higher

- By customer, by contract, by severity

- Tracked weekly for contractual clients

- Tracks profitability of service operations

- Identifies warranty issue trends

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1. **Accurate and complete ticket creation** by Dispatch

2. **Proper technician skill matching** for first-time fix

3. **Real-time status updates** in Service Fusion

4. **Thorough documentation** of all work performed

5. **Complete materials and expense logging** for accurate billing

6. **Proactive customer communication** throughout service call

7. **Technical escalation when needed** (don't let technicians struggle)

8. **Quality review before closeout** to ensure completeness

9. **Timely invoicing** for billable work (within 48 hours of completion)

10. **KPI monitoring** for continuous improvement

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1. ❌ Incomplete ticket information at intake

2. ❌ Wrong technician skill level assigned

3. ❌ Forgetting to update Service Fusion status changes

4. ❌ Incomplete completion notes (poor documentation)

5. ❌ Forgetting to log materials or expenses

6. ❌ Not obtaining customer approval for billable work

7. ❌ Delayed invoicing (reduces cash flow)

8. ❌ Parts not returned to inventory (if unused)

9. ❌ No follow-up on customer satisfaction

10. ❌ Failure to identify recurring issues for system improvements