Procedures

Work Order Procedure (Technician)

This procedure is to used by technicians that have a work order. This is the correct way to handle the work order, and this procedure must be followed every single time.

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Spiceworks' Login Page

1. Log into Spiceworks, which is located here. This link only works on the CISCOACA network. Spiceworks needs to be checked DAILY.
2. If you have a new work order, immediately comment "Work Order Received" or something similar to alert the manager that you have seen the work order.
3. If you are working with another tech on the work order, talk to them before doing anything and come to a consensus on what should be done.
4. For every new work order, print a work order checklist, which is located in your Google Drive in "Shared With Me\24PinTech Documents" and it is the Docs file name "Work Order Checklist."
5. Email any customers that are assigned on your work order (see Email Templates).
6. Set up a time for them to drop your device off where you meet the customer. You may have to go to a teacher's classroom in order to service them, rather than asking them to drop off their device.
7. Ensure that a waiver form is signed by the person that is dropping off their device. Devices serviced in a teacher's classroom do not need a waiver. Waivers are located on the paper rack on the receiving desk, or may be printed out in "Google Drive\Shared With Me\24PinTech Documents\SLAs\Contracts". Ensure that customers get their receipt (cut off the bottom) and stress the "DO NOT LOSE" portion.
8. After picking up any devices, please email your customer and ask for permission to disassemble, if it applies. Written permission is required before opening any devices.
9. Update customers every 2 days at most via email.
10. Email a customer when their device(s) is/are ready for pickup.
11. Set up a time for them to pick up a device or drop the device off when it is done, depending on the device and customer. Every case will be different.
12. Once the device is no longer in the hands of 24PinTech, notify the manager that the work order is completed. One week after the the device has left 24PinTech, a follow-up email (see Email Templates) needs to be sent. Complete the work order closing procedure in the next section.

Work Order Closing Procedure

This procedure is to be used following the completion of the work order.

1. After the customer has picked up their device, immediately send a Customer Satisfaction Survey (see Email Templates) to the customer.
2. Once that has been sent, update your work order.
3. Close the work order in Spiceworks.
4. Turn in your work order checklist.