A day in life of a service technician

Main Activities Parallel Activities

(a) Real time condition monitoring for equipment fleet
Fleet of machines is being remotely monitered for its basic condition, productivity
& due preventive/predictive maintenance through telematics application at
customer support back office.

(b) Fleet management/ Scheduling based on telematics inputs

Service manager in customer support back office does fleet scheduling for
preventive maintenance/ service based on telematics inputs like existing load( Idle
time ), fleet condition, hour meter reading . He allocates work to ST, depending
upon his availability & sends him an alert.

(c) Proactive alert to Service Technician

Service technician(ST) gets an alert for machine breakdown or due preventive
maintenance with location, model, customer name & address on his PDA from his
customer support back office through telematics.

(d) Fleet analysis/ trouble shooting based on real time telematics inputs
ST visits site ,examines the machine & downloads all operational data, error codes
& other health data by plugging in his laptop
OR
ST on getting alert visits his nearest company office, logs-in the network &
downloads all operational, health & other error codes for that machine
Online technician training
Once the exact problem is known after analyzing error codes & health
data, ST who would be servicing that sub-assembly or part for the first
time or unskilled technician can be quickly trained through online
training application/ functional module based training. He can further
take expert guidance through video streaming or tech help desk.

(e) Service & Parts estimation for quotation processing using technical content
application
After machine analysis through telematics inputs, ST will pull the required service
procedure, part required & their quantities from SIS/ equivalent application for
service & parts estimation.

( f ) Online quotation processing Service Contract Management

ST raises a quotation by pulling parts price, labour efforts & prices, discounts &
taxes for parts/service module information pulled through SIS, in the given format,
from DMS through his PDA
At the time of quotation processing ST analyses the SLA'S & other
clauses of the contract, in case customer is covered by the service
contract, before putting the quotation to customer. Service contract
structuring, equipment monitoring & performance analysis is done
combined through this rule based application integrated with remote
condition monitoring telematics application to ensure high equipment
up-time & increased service revenues

(g) Online quotation approval

ST gets approval from the customer & gets the quotation digitally signed on his
PDA.

(h) Automatic sales order processing

Quotaion is automatically sent to DMS application & a SO is generated based on
this. In case of warranty service ST himself generates a SO with warranty category
code & there is no quotation approval from the customer.
(i) Work Order scheduling Warranty cost analysis & optimization New Product Development & CPI
ST generates a WO(Either paid or warranty) based on the SO by accessing DMS In case of warranty service , WO generated & subsequently closed will
through his PDA bear warranty code & would be stored in DMS. This acts as input for Warranty failure inputs and Service
warranty analytics application for further analysis to reduce warranty & Repair history inputs from DMS
cost and deploy CA/PA plan to reduce failures. are further used by engineering &
design applications to bring about
continuous improvements in existing
products and also to customize
(j) Online parts ordering Service & Inventory planning design of new products to suit real
ST checks for parts availabilty in near by branch offices. If the part is in stock he Based on service & repair history and parts consumption pattern inputs time field rigour.
genrates a stock transfer request to destination branch, specifying delivery at site. from DMS, service & parts planning is done using BI & CRM application.
If parts are out of stock , he generates purchase orders on OEM's through online
parts portal.

(k)Tool's request processing

ST books & orders tools required for service from nearest branch office

(l) Service job completion using technical content
On receiving parts & tools, ST pulls repair & sevice information( Digital content)
from SIS/eqivalent application or repair structures and completes his job.
OR
Service job completion using video streaming & Tech helpdesk
In case of complex problem or unskilled ST, he would pull repair information from
SIS & also takes expert guidance through video streaming application/tech help
desk support to fix the problem & complete his job.
Content Management & Authoring
Any changes to service procedures & parts information would be done
through content management applications like SIS, ENIGMA etc. and
latest revisions for the same would be maintained for effective use by
ST. Authoring the content to implement these changes is also enabled
through this application.

(m) Work Order closure Online technician training

ST gets service report digitally signed on his PDA & closes the WO through DMS.
Online ST performance would be constantly monitered through DMS
DASHBOARD by tracking KPI's such as Detection to correction time, no.
of trips taken to fix the problem etc. In case of performance shortfall ST
would be trained by online training application/ functional module
based training.

(n) Online payment realization

Automatically invoice is generated for paid service/maintenance. The customer’s
bill is automatically sent to his Web-based account and he can pay his bill –
electronically.

(o) Subsequent job allocation & alert based on service/ maintenance scheduling at
back office
Meanwhile, the ST is ready for another job, which will get beamed to him from the
customer support back office, based on service/ maintenance scheuling done . And
away he goes. At the end of the day, he downloads his PDA into the computer
system and everything’s recorded and proper.