Purpose:  When parts are needed to complete a Customer’s repair, a lot of people are involved in the process.  Communication is key.  A failure at any step will slow the process down or even cause a Customer to slip through the cracks.  A slow (or failed) response to a Customer’s needs is not good. 

Procedure:

  1. The Service Technician puts all relevant/needed information in the Customer’s HCP Private Notes.
  2. The Service Technician informs the Office* via text that a part is needed.  
  3. The Office calls the Supply House and gets parts availability and pricing.
  4. The Office calls the Customer to get approval for the repair.
  5. If the repair is approved, the Office informs the Customer that we will contact them to schedule the repair as soon as the part is available to us.  Providing the Customer with an ETA should be handled carefully – the E in ETA is exactly that, an estimate.
  6. The Office checks in with the Supply House when the part is expected.
  7. Upon arrival of the part, the Office contacts the Customer to schedule the repair.
  8. The Office creates the Repair Call Segment, including approved pricing.
  9. The Repair Call Segment is dispatched to the Service Technician.
  10. 💥

Note: Time permitting, this Parts Order Process can be handled by the Service Technician.

* the Office = Matt