2013

Employee Hand Book

Mark Hanson
ATS.INC
3/21/2013

Field Service Technicians Rules and Procedures

Hours
1. There are 9 slots per route a day unless you request an override for a certain
day by your supervisor (these calls are booked by the warranty companies.)
f. You need to monitor your calls,
i. Call your customers and triage the problem in advance (The
day they come in NOT the day you are to arrive), mark your
tickets accordingly (parts, no problem, repaired etc... In the
sub status) by doing this you can free up slots for more calls
in your area.
g. We will fill open slots as needed for parts install on parts you have
requested (if you give a date and or time to the customer please insure
that you update the system with dates and times that you tell a customer.)
h. Time bands
i. All day 8:00 am - 5:00 pm
ii. Morning full AM range 8am - 12pm
iii. Morning early AM 8am - 10am
iv. Late AM 10am - 1pm
v. Mid-day full 12pm - 5pm
vi. Mid-day early 11am - 2pm
vii. Mid-day late 2pm - 6pm
viii. Evening ALL 4pm - 8pm
2.

If you are going to be late for your shift, call your supervisor.

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Field Service Technicians Rules and Procedures

DRESS CODE
Dress Code Information: Shirts / Tops:
Polo (Collared) Shirts Solid Black or Khaki
Undershirts Must not be able to be seen
Pants / Shorts / Capris / Skirts:
All bottoms must be dress code colors (Black or Khaki,)
Shorts & skirts must come to 2 above the knee
Blue Jeans are NOT acceptable
No ripped or torn pants
Must fit appropriately
Undergarments Must not be able to be seen
Belts are required:
Standard leather
or webbed belt,
no Ornaments,
writing, or large
style belt
buckles.
Shoes / Shoelaces:
Black, white, khaki Shoes
Shoelaces must be Black,
White, Khaki,
Open toe shoes
are NOT
permitted
Slippers, sandals, flip
flops, are NOT permitted
Jackets: (Black or Khaki,)
Waist length, no logos or advertisements.
a. No hats or sunglasses while on the
clock in a customers home.
b. Pants will be worn around the waist, no boxers
should be showing. Any clothing you wear while
on the clock must be clean, neat, and professional
in appearance. Violation of this rule will result in
being sent home for the day without pay.

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Field Service Technicians Rules and Procedures

c.

There is NO Smoking in company vehicles OR customers homes. Violation of

this rule is grounds for the termination of both driver and helper on the first
offense.

d. No swearing in home.
e. Make sure to open all units when doing diagnostics. (it makes the customers
more comfortable)
f.

Perform all service calls professionally and efficiently

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Field Service Technicians Rules and Procedures

Dailey routine going out on Service Calls

3. Check your tickets against your route. Bring any discrepancies to your supervisor (if you
still have tickets that are cancellations, if you are missing tickets, etc).
4. Check and pull all your parts for your tickets. Also bring any discrepancies to your
supervisor.
5. Load any TVs and parts necessary into your truck or trailer. (Make sure you have
remotes, panels, head units, etc)
6. Perform morning inspection of your truck and trailer and make note of anything that is
not the way it should be. Bring any major problems directly to your supervisor before
you leave for your route.
7. Go get gas and Clock In
f.

Driver: ( the one driving the truck )

g. The Truck driven

h. Start Mile: ( odometer reading )
i.

Gas Amt $: ( how much in dollars)

j.

Gallons: ( how many

gallons of gas you put
in )

Log on to: https://mobilecda.com/

with your user ID and password.
(There is training on the initial web
site (you tube videos) you should
watch them, they are very
informative)
1. Read all of your dispatches
to check for Special

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Field Service Technicians Rules and Procedures

Instructions that may not be listed on the actual ticket. ( There is a green dot behind any
ticket # indicates there is a message you haven't read or that has been modified
throughout the day )
2. If you have a Panasonic factory warranty you must take a loaner with you.
a. If you take a part with you for a Panasonic factory warranty and it does not fix the
problem you can offer them a loaner. If they say yes, fill out loaner form.
3. Keep your TICKETS up to date during the day. (Arrived (by clicking the box arrived)
departed order parts etc...) You MUST CHANGE IN HOUSE SUB STATUS..
4.

Every call; must have this info if it does not you do not get paid!
a. Product Code: (LCD, PLASMA, DLP etc...)
b. MFG Code: (Panasonic, Samsung, Insignia )
c. Model: (Full model with complete extension )
d. Serial #: ( Full complete Serial Number )
e. Model VER: (Most TV's have one, it may be called a Chassy #, VER Code)
f.

Purchase Date: (Date of Purchase)

i. YOU MUST HAVE A BILL OF SALE FOR A FACTORY WARRANTY
ii. If it is a 3rd party warranty there should be a Pre-Authorization amount
listed here.
iii. COD ( if it didn't work when got there but it does when you leave THEN
YOU BILL FOR IT )

g. Defect Code: along with a description ( If different than the one listed or if one is
missing )
h. Service Code: along with a description ( What you did to fix the unit if different
than what is listed) when repaired

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Field Service Technicians Rules and Procedures

i.

Comments: (This is just a quick note on anything you want to remember about
the call, did you leave a message or ring a door bell) comments are updated
directly to the warranty companies.

5. Email picture: (this is picture / pictures of THE SIDE or BACK TAG Make, Model, SN#,
VER Code. Picture of the Proof of Purchase,
i.e. Receipt. Picture of the problem (board,
screen, burnt spot, ). Picture of the way the
TV is hooked up (HDMI, Component, and
Composite. Basically the back of the TV
where the hookups are )

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Field Service Technicians Rules and Procedures

The whole back of the TV then get
a picture of a close up of the part..

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Field Service Technicians Rules and Procedures

Picture of WHOLE TV and a close up of Problem..

6. Dispatch page is just for information about the call for the day it is scheduled nothing
more.
7. Statuses:
a. Order Parts: (you have looked at the
customers unit or have contacted the
customer (not voice mail) and have decided
you need a part) YOU MUST LOOK UP
YOUR PART #... And get authorization if
needed ( PANASONIC parts, Samsung
requires authorization put into the ticket )

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Field Service Technicians Rules and Procedures

i. If its a PANASONIC under factory warranty ( offer a loaner)
a. Loaner #: (fill out loaner form completely)
ii. If its a Panel:
1. There are at least 3 pictures that are needed on all panel
requests.. Pictures that do not follow the below guidelines will not
be accepted
2. Model/Serial number label. **MUST BE READABLE**
3. Entire screen with Time and Date stamp on the TV (if available).
4. Entire screen with the TVs main menu on, or the units internal
test pattern.**MUST BE TVs MENU**
5. If the unit has no image or no OSD, please send a picture of the
Model/Serial label, inspect the panel closely for cracks and supply
additional pictures accordingly.
6.

See Every Call

iii. If you cannot find the part # you can request it in the parts section ( it had
best be legit that it is not in the normal areas of search.) You will also
need a clear picture of the board with any numbers that are on the board
for Parts research to look it up for you.
1.

See Every Call

iv. If you are ordering parts for a unit that is overhead then you must inform
the customer that they must have the unit taken down before the next
service call. You are not allowed to climb (ladders, chairs, boxes, etc)
to get to a unit.
1.

See Every Call

b. Not Completed: Pulled unit or part, or if no other status fits, again make notes in
detail section...( you have taken a part out of the customers unit and are bringing

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Field Service Technicians Rules and Procedures

it back to the shop for repair. ) Pulled Part as the sub status or whichever fix
appropriate status..
i. Pulled Unit
1. If you pull a unit for shop repair, you must document everything
you pulled besides the TV. (Remotes, mounting brackets, special
power cords, etc) on both yours and customers paper work.
2. Make sure you draw and take a picture of the wiring diagram. If
the unit is already unhooked then document that on yours and
customers paper work
3. Be very careful to not damage units and document any existing
damage to the best of your ability. On yours and customers
paperwork. ( you are responsible for all units in your possession )
4. Make sure that all of your parts, and TVs, are labeled correctly.
ii. No Show
a.

Notes: ( This is just a quick note on anything you want to

remember about the call, did you leave a message or ring
a door bell )

b. Pix of House: ( in case of a no show take a picture of the

front of the house with a business card on the door and the
house with the house # on it )
c. Cx is confirmed or not and is a NEW call you must call
NEW while onsite to see what they would like to do and
make notes accordingly.
iii. Never Confirmed
a. Notes: ( in the detail section) This is just a quick note on
anything you want to remember about the call, did you
leave a message or ring a door bell

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Field Service Technicians Rules and Procedures

b. Not Home: (the customer is not checked Confirmed on
your route sheet AND when you called ALL phone
numbers listed on route sheet and in your phone no one
answered and you left a message) if they are confirmed
and you have done all the calling, take a picture of the
front of the house with a business card in the door..
c. Cx is confirmed or not and is a NEW call you must call
NEW while onsite to see what they would like to do and
make notes accordingly.
iv. Re-Schedule: (for whatever reason the call needs to be
RESCHEDULED) you must in the comment section add a note as to why
you are doing what you are doing. In header section of Dispatch you can
add info we need to know also like what date and time am/pm (if you
need to pull a unit and you (for some reason) are not capable at this time)
again notes..
v. Completed: select a repair
code that closes match your
repair, this should be on the
first line. ( you can use multiple
codes if need be ) Also put a
note on one of the line that
would let us and the customer
know what you did in real
world words.
1. When completing a ticket
you need to look at it
carefully
2. Is there money due?
3. Is it under warranty?

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Field Service Technicians Rules and Procedures

4. Do you have the POP ( Proof Of Purchase )
8. Do not give a customer a turn-around time frame. ( if you do then you had better update
the system) Tell them that it will be done as quickly as possible but for any more details
they should call the shop.
9. Never set a TV on a piece of furniture without asking the customers permission first.
Work on it on its stand if you can, or on the floor if you have to.
10. If you cannot safely take a unit out of a home entertainment center, or similar enclosure,
then dont. If you are going to move a customer unit, or other piece of furniture, make
sure that you have them read the disclaimer on the bottom of the invoice and sign it first.
You also have a waver that you need to have them sign. Then you can help the
customer move the item where it needs to be or remove an item from the wall.
a. If a new part does not fix a TV then you must take the part back out unless the
unit is being pulled for a shop repair. (NO EXCEPTIONS).
b. If you install a part in a unit and it does not fix the problem, or it is the Wrong
Part, call your supervisor before reordering parts or pulling the unit to the shop
c.

Call your next customer as you leave the last customers home or at least 30 min
in advance..
i.

Confirmed: let them know approximately what time you will get there
1. SEE NOT HOME
2. Call the customer. If they dont answer then leave a message
explaining that you are there, what time it is, and that you can only
wait for a maximum of 15 minutes. If they answer explain that you
can only wait for a maximum of 15 minutes. If the customer asked
for a 30 minute call-ahead and you get there before the 30
minutes is up then you must wait for 30 minutes, from the time you
spoke to the customer, to mark them as a Not Home. The
exception to this is that you must be within their time frame
(morning, afternoon, or evening).

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Field Service Technicians Rules and Procedures

ii. Not Confirmed: Call all the customers phone numbers if they answer see
if they are available for their call, if they don't, leave them a message on
their answering machine let them know that at this time they have missed
their call and they need to call the shop and arrange to be put back on the
schedule. Then mark them as a Not Home
iii. Cx is confirmed or not and is a NEW call you must call NEW while onsite
to see what they would like you to do and make notes accordingly.
d. Always call your next customer in advance if you are not going to be able to
make their scheduled time frame.
11. Keep the trucks below 75 MPH.
12. Clock out: enter your END MILES for the day.
13. Report any maintenance needed for your truck to your supervisor the day you become
aware of it.
14. Keep your truck and trailer neat, orderly. Report any damaged or missing equipment to
your supervisor.
15. Make sure all of your parts go into the appropriate place
a. Parts completed or no longer needed from your calls go in the top bin at the end
of the day. Insure they are back in the box they came out of and are neatly
packaged up.
b. Make sure that all of your parts, and TVs, are labeled correctly. If you pull
something to the shop it should get a unit label on it that you print from the front
machine..
16. Lookup any of your parts that you are requesting and put them on your work orders.
(That you were NOT capable of looking up at the customers house before leaving..)
17. Insure ALL your work orders for the day are filled in, i.e... Make, Model #, and SN # all
fields are required.
18. Put all of your tickets and route sheets for the day in the appropriate bin.

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Field Service Technicians Rules and Procedures

19. Check your route for the next day to see what time you need to come in (1/2 hr. before),
and what truck you are assigned to.
20. Check your calls for the next day, do you need any software, firmware, caps, remote
anything you might need to do your job. Look up the print or tech tips ( you can do most
of this from home )
21. If you run into a situation you are unsure how to handle, call your supervisor first. If
he/she is unavailable call another supervisor.
22. Report any problems with the Sun Pass transponders (low balance, no beep when
going through toll plaza, etc).
23. Make sure you fill out Work Orders and Invoices completely. Mistakes will be brought to
your attention; failure to correct them will result in a non-paid service call.
24. If you need to take time off, ask your supervisor at least 1 week in advance.
25. If you are calling in sick make sure to let your supervisor know at least 1 hour before the
start of your shift (Note: leaving a message on the company answering machine does
not count you must talk to a supervisor in person). If you do not then the absence, or
tardiness, will be considered unauthorized.

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