# Service Call Lifecycle - Role Entry/Exit Points & Deliverables ## Service Call Phases Overview ``` CALL INTAKE → TRIAGE & DISPATCH → TRAVEL → ON-SITE DIAGNOSIS → REPAIR/RESOLUTION → COMPLETION → BILLING & CLOSEOUT ``` --- ## Phase 1: CALL INTAKE (Customer Contact → Ticket Creation) ### **[[training-structure/roles/senior-field-operations-coordinator]]** **Entry Point:** Customer call, email, alarm notification, or Service Fusion portal submission **Activities:** - 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 **Deliverables:** - [ ] 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 --- ## Phase 2: TRIAGE & DISPATCH (Assessment → Technician Assignment) ### **[[training-structure/roles/senior-field-operations-coordinator]]** **Activities:** - 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 **Deliverables:** - [ ] 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 **Technical Escalation Decision Point:** 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 --- ### **[[training-structure/roles/project-manager]]** (if applicable) **Entry Point:** Service call related to recent project or warranty work **Activities:** - Review service call details - Determine if warranty or billable work - Provide Field Specialist with project history - Coordinate with customer if warranty issue **Deliverables:** - [ ] Warranty vs. billable determination documented - [ ] Project history notes added to ticket - [ ] Customer communication if warranty-related **Exit Point:** After warranty determination and coordination --- ### **[[training-structure/roles/warehouse-manager]]** **Entry Point:** Dispatch identifies parts likely needed **Activities:** - Check inventory for commonly needed parts - Stage parts for potential pickup - Coordinate expedited delivery if critical part needed **Deliverables:** - [ ] 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 --- ## Phase 3: TRAVEL (En Route to Site) ### **[[training-structure/roles/field-specialist]]** **Entry Point:** Service call assigned and acknowledged **Activities:** - 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 **Deliverables:** - [ ] 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 --- ## Phase 4: ON-SITE DIAGNOSIS (Initial Assessment → Problem Identification) ### **[[training-structure/roles/field-specialist]]** **Entry Point:** Arrival at customer site **Activities:** - 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 **Deliverables:** - [ ] 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" **Escalation Point:** 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) --- ### **[[training-structure/roles/senior-field-operations-coordinator]]** **Activities (if escalation needed):** - Provide remote troubleshooting support - Coordinate parts retrieval/delivery - Dispatch specialist if needed - Update customer on status - Coordinate with Warehouse Manager for expedited parts **Deliverables:** - [ ] Remote support provided and documented - [ ] Parts expedited (if needed) - [ ] Specialist dispatched (if needed) - [ ] Customer status update provided --- ### **[[training-structure/roles/warehouse-manager]]** (if parts needed during diagnosis) **Entry Point:** Field Specialist identifies parts needed **Activities:** - 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 **Deliverables:** - [ ] 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 --- ## Phase 5: REPAIR/RESOLUTION (Fix Implementation) ### **[[training-structure/roles/field-specialist]]** **Activities:** - 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) **Deliverables:** - [ ] 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 **If Multi-Day Service:** - [ ] 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 --- ### **[[training-structure/roles/network-specialist]]** (if network issue) **Entry Point:** Network-related problem identified **Activities:** - 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 **Deliverables:** - [ ] 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 --- ### **[[training-structure/roles/programmer-developer]]** (if programming issue) **Entry Point:** Control logic issue identified **Activities:** - 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 **Deliverables:** - [ ] 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 --- ### **[[training-structure/roles/graphic-developer]]** (if graphics issue) **Entry Point:** HMI/graphics issue identified **Activities:** - 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) **Deliverables:** - [ ] 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 --- ## Phase 6: COMPLETION (Customer Sign-off → Documentation) ### **[[training-structure/roles/field-specialist]]** **Activities:** - 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 **Deliverables:** - [ ] 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 --- ### **[[training-structure/roles/senior-field-operations-coordinator]]** **Activities:** - 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 **Deliverables:** - [ ] 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 --- ## Phase 7: BILLING & CLOSEOUT (Financial Processing → Project Close) ### **[[training-structure/roles/project-manager]]** (if project-related or warranty) **Entry Point:** Service call completed **Activities:** - 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 **Deliverables:** - [ ] Billability determination confirmed - [ ] Warranty tracking updated (if applicable) - [ ] Approval for billing (if billable) **Exit Point:** After billability review --- ### **[[training-structure/roles/senior-field-operations-coordinator]]** **Activities:** - 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 **Deliverables:** - [ ] 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 --- ### **[[training-structure/roles/accountant]]** **Entry Point:** Service ticket marked "Ready to Close" **Activities:** - 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 **Deliverables:** - [ ] 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) --- ### **[[training-structure/roles/warehouse-manager]]** **Entry Point:** Service ticket closed, materials used documented **Activities:** - 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) **Deliverables:** - [ ] Inventory adjusted for parts used - [ ] Stock replenishment flagged (if needed) - [ ] Tool check-in verified - [ ] Monthly procurement report updated **Exit Point:** Inventory reconciled --- ## Service Call Types & Variations ### 1. EMERGENCY SERVICE CALL (After-Hours, Critical) **Key Differences:** - 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 ### 2. ROUTINE SERVICE CALL (Scheduled Maintenance) **Key Differences:** - 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 ### 3. SYSTEM OPTIMIZATION / ENHANCEMENT **Key Differences:** - 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 ### 4. WARRANTY SERVICE CALL **Key Differences:** - 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 ### 5. SERVICE AGREEMENT / PREVENTIVE MAINTENANCE **Key Differences:** - Pre-scheduled, recurring visits - Checklist-driven activities - Predictable scope and duration - May include multiple systems in one visit - Often includes inspection and minor adjustments --- ## Critical Service Fusion Workflow Summary ### Dispatch Creates Ticket: ``` Customer → Service Agreement → Primary Contact → Service Location → Job Description → PO# → Job Category → Status: "Scheduled" or "Dispatched" ``` ### Field Specialist Updates Status: ``` Scheduled → Dispatched → On the Way → On Site → Started → Completed (or Paused/Partially Completed) ``` ### Time Tracking (Automatic): - **Drive Time:** Timestamp between "On the Way" and "On Site" - **Labor Time:** Timestamp between "Started" and "Completed" ### Materials & Expenses: - **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 ### Closeout: ``` Completed → Logged → Ready to Close → Close ``` ### Accounting Generates: - Timesheet Report - Expense Report - Material Report - Customer Invoice (if billable) --- ## Key Performance Indicators (KPIs) Tracked ### Response Time: - Time from call intake to technician "On Site" - Measured against SLA requirements (Emergency: 4 hrs, Urgent: 24 hrs, Routine: 72 hrs) ### First-Time Fix Rate: - Percentage of service calls resolved on first visit - Target: 85%+ ### Technician Utilization: - Labor Time / (Labor Time + Drive Time + Non-Productive Time) - Target: 70%+ ### Customer Satisfaction: - Post-service survey ratings - Target: 4.5/5.0 or higher ### Average Response Time: - By customer, by contract, by severity - Tracked weekly for contractual clients ### Billable vs. Warranty Ratio: - Tracks profitability of service operations - Identifies warranty issue trends --- ## Critical Success Factors 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 --- ## Common Service Call Pitfalls to Avoid 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