Service & Aftermarket (20)
about 44,496 hrs/yr
- Customer service case intake (Daily, about 2,750 hrs/yr) Customer calls, emails, and portal messages about orders, products, or problems are logged as CRM cases, linked to the account, order, or serial number, categorized, and assigned an owner.
- Warranty claim intake (Daily, about 2,750 hrs/yr) Customers or dealers submit warranty claims with serial number, failure description, failure date, and photos.
- Warranty eligibility validation (Daily, about 2,750 hrs/yr) Warranty staff check each claim against warranty terms, covering ship or install date, coverage period, covered parts, usage limits, and exclusions such as misuse, before approving or denying it.
- Return material receipt (Daily, about 2,750 hrs/yr) Returned items arrive against the RMA.
- Returned material evaluation (Daily, about 2,750 hrs/yr) Service or quality technicians test returned items, record findings and failure cause, and recommend repair, replacement, credit, or no fault found, noting the warranty effect.
- Field service request (Daily, about 2,750 hrs/yr) Customers request on-site service for installed equipment.
- Field service dispatch (Daily, about 2,750 hrs/yr) Dispatchers assign field technicians by skill, location, and availability, schedule the visit with the customer, and confirm the needed parts will be on hand.
- Technician time/expense capture (Daily, about 2,750 hrs/yr) Field technicians record labor hours, travel, mileage, and expenses against each service order, feeding customer billing, payroll, and service cost reporting.
- Service parts order (Daily, about 2,750 hrs/yr) Parts for repairs or customer spare parts orders are entered, checked for availability and price, shipped, and billed to the customer or charged to warranty.
- Spare parts availability check (Daily, about 2,750 hrs/yr) Before quoting or dispatching, parts staff check spare parts stock across warehouses, open supply, and lead times, and confirm what can ship and when.
- Service quote (Daily, about 2,750 hrs/yr) For billable repairs, field work, or upgrades, service prepares a quote with labor, parts, travel, and terms, and gets customer acceptance before work starts.
- Service contract renewal (Daily, about 2,750 hrs/yr) Before a service contract ends, service reviews usage and cost, prepares a renewal quote, and updates contract dates and price once the customer accepts.
- Preventive service scheduling (Daily, about 2,750 hrs/yr) For contracts with scheduled maintenance visits, service plans each visit by due date, coordinates timing with the customer, and assigns a technician.
- Customer complaint routing (Daily, about 2,750 hrs/yr) Complaints about quality, delivery, or service are categorized and routed to the right team with a response due date, then tracked to closure.
- Customer satisfaction follow-up (Daily, about 2,750 hrs/yr) After a case or repair closes, service asks the customer for feedback, records the score and comments in the CRM, and reopens issues when needed.
- Service invoice generation (Daily, about 2,250 hrs/yr) Completed billable service work, parts, and contract fees are invoiced to the customer with labor, parts, travel, and PO references.
- Warranty reserve review (Daily / Weekly, about 546 hrs/yr) Finance reviews the warranty reserve against claim history, units still under warranty, and cost per claim, and adjusts the reserve accrual.
- RMA creation (Per event / project, about 150 hrs/yr) For approved returns or repairs, customer service creates an RMA in the ERP with customer, part, serial, quantity, reason, and expected disposition, and sends return instructions.
- Repair order creation (Per event / project, about 150 hrs/yr) A repair order is created for units to be repaired, listing labor, parts, and estimated cost, and linked to the RMA, the warranty status, and customer approval when billable.
- Service contract setup (Per event / project, about 150 hrs/yr) A new service agreement defines covered equipment, response times, included visits, pricing, and billing schedule, and is set up in the ERP or field service system.