MFD Service Call - PS Workflow Follow
NO TICKET, NO SERVICE!
Service Process (Printer Specialist Workflow)
- PS will receive the ticket via email
- PS to contact the user to check visiting schedule and confirm location
- PS confirms the machine serial number upon arriving to the machine for service
- Troubleshooting
- Verify machine issue
- Check image quality issue
How to do Test Color Pattern – DG3 Printing Services
- Check for error code
How to check Service Call History – DG3 Printing Services
- Check for jam codes
How to check Paper Jam History – DG3 Printing Services - Determine SL2, SL3 or Not supported issue (We only service SL2)
- SL2 - Involves internal troubleshooting and replacement of consumable parts.
e.g. Print quality, Paper Jam, Error Codes(linked to consumable parts)
- SL3 - Requires major repairs by specialized technicians.
e.g. Replacement of Motor, Board, Assembly Units
- Not supported issues - Ships IT Support related issues.
e.g. Printing Restriction, Account Codes, Files, Scanning, Network configuration, etc
- Determine the part/s needed, follow Crunch Time process
- For Level 3 support condition, close the call with proper SL3 information
- For Issue not supported, contact ship IT support for resolution, close the call providing feedback that the ship IT support was resolving the issue - Crunch Time Part/s Inventory
MFD Service - PAR level parts needed - Procedure – DG3 Printing Services
- Allocate Crunch Time number for part/s in MFD Consumables Crunch Time file
- Check the Crunch Time number for inventory under “Stock Card" in Crunch time
- If part/s are available – Contact user to send a request to Inventory Team via email, awaiting
notification from user upon receipt of the part to conclude repair
- If part/s are not available – Follow closing call process parts not onboard - Service Completion
- Print the Counter List, Demo Page, acquire IP Address, and verify the location - - Ticket Closing
- Access OnboardPrint.com, click on support tab, and select Close MFD Ticket
- Input all required information which can be gathered from the service ticket email (Zendesk ticket number, Service Notification Number, Machine Model, Serial Number)
- Upload the Counter List and Demo page
- Complete Service Call Ticket Form (Details in entering required information and feedback depending on machine status)
NO TICKET, NO SERVICE!
A reminder on how the MFD program works.
1. Our role is execution. Observe, fix, report. We do not plan logistics, we do not manage distribution, you do not coordinate supply.
2. Report to Rolando and Ohji. Nobody else.
3. Stop copying the world. Adding people who are not part of the MFD program interrupts their work and generates traffic that resolves nothing.
4. Customer communication is not ours. If a machine is down, Konica informs the customer — part available, part not available, or repaired. That message is theirs to deliver, not ours - at times and as courtesy we can do it but know where the boundaries are.