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. Ensure the device is working properly with the customer before handing it over, have customer sign form noting their confirmation that the problem has been corrected.
13. 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.

Arcade Desk Clerk Dropoff and Pickup

This is to be used when the clerk working the desk is doing the drop off and pickup

1. If the Tech assigned to the workorder is unable to facilitate the drop-off/pick-up they inform the clerk on duty regarding the issue. Upon completion the clerk will inform the tech.
2. If it is a customer that has not contacted 24Pin and put in a workorder, the clerk will work with the customer to briefly troubleshoot the device and help them put in the workorder and fill out the waiver form. No devices are accepted with out a workorder request and waiver form completed!!! Clerk will then inform the operations manager who will then assign the workorder to a tech. The Tech will then collect all equipment from the clerk and store it in their designated area.
3. If a customer comes by to check on the progress of an order clerk will check on SpiceWorks Progress Sheet to report on progress. Clerk will also give out technician email and ask the customer to contact the tech using email. If the customer has a complaint clerk will elevate the issue to the Operations Manager or Mr. Chamberlain depending on who is availalbe.