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, 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
- 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!