RC Service & Maintenance

Admin Dashboard > Service > Service & Maintenance

Purpose of the Feature

The Service & Maintenance section in the Admin Dashboard is designed to manage and distinguish between two key types of orders:

1. Service Orders: These are for servicing customer-owned equipment. This ensures customers receive timely repairs and maintenance for their personal items.

2. Maintenance Orders: These are for maintaining and servicing the rental company’s own inventory. This helps extend the life and reliability of rental items.

This feature is crucial for ensuring both customer satisfaction and the upkeep of rental inventory.

What It Is Used For

Service Orders

• Track and manage repair or service requests for customer-owned equipment.
• Provide customers with detailed service records, costs, and timelines.
• Offer professional maintenance services as an additional revenue stream.
• Utilize delivery features to manage the transportation of customer-owned items for service.
• Provide real-time delivery quotes based on RC-defined cost parameters, ensuring transparent pricing for customers.

Maintenance Orders

• Log and schedule maintenance tasks for rental company-owned equipment.
• Ensure rental inventory is regularly checked and maintained for safety and functionality.
• Prevent unexpected downtime by implementing scheduled maintenance.
• Automatically remove any item from rental availability when scheduled for maintenance.
• Use delivery features to facilitate the transport of items to repair locations or back to inventory.

How to Use the Service & Maintenance Feature

Accessing the Section

1. Log in to the Admin Dashboard.
2. Navigate to Service > Service & Maintenance.

Managing Service Orders

1. View Service Orders:
   • Use the search bar or filters to locate specific service orders.
   • Filter by customer name, equipment, order status, or assigned technician.
2. Create a New Service Order:
   • Click New Service Order.
   • Fill out the details:
     • Customer Details: Link the order to the customer.
     • Equipment Information: Specify the item needing service.
     • Problem Description: Provide details about the reported issue.
     • Priority: Set the urgency (e.g., high, medium, low).
     • Warranty Issue: If applicable, mark the order as a warranty issue and include a warranty claim number for tracking.
     • Delivery Details: Specify if the item requires pickup or delivery.
       • Real-time delivery quotes will be generated based on RC-defined parameters.
   • Assign the task to a technician or service team.
   • Set an estimated completion date.
   • Save the order.
3. Update Service Orders:
   • Change the order status as it progresses (e.g., Pending, In Progress, Completed).
   • Add details about work performed, parts used, and associated costs.
   • Update delivery status as the item is transported back to the customer.

Managing Maintenance Orders

When managing maintenance orders, the system seamlessly integrates possession and delivery tracking to enhance the maintenance workflow. Below is a breakdown of the process:

• Creating Maintenance Orders from the Rental Calendar:

  • Navigate to the Rental Calendar.
  • Identify the rental item needing maintenance.
  • Use the Maintenance Order Icon next to the item's SKU to generate a pre-filled maintenance order form.
  • Specify additional details, including:
    • Priority: Assign urgency levels (e.g., high, medium, low).
    • Warranty Issue: If applicable, mark the order as a warranty issue and include a warranty claim number for tracking.
    • Possession and Delivery Details:
      • Document the item's possession status during maintenance (e.g., "In Maintenance," "With Technician").
      • Specify delivery requirements, such as transporting the item to a repair facility or returning it to inventory.
  • Save the order to initiate the process.

• Using Pre-Defined Work Order Descriptions:

  • When creating or updating a maintenance order, you can select from pre-defined job descriptions.
  • These descriptions save time by auto-filling common tasks and instructions.
  • The RC can create and manage an unlimited number of these descriptions in the system settings. These descriptions can be managed by navigating to Admin Dashboard > CMS > Default Comments. Here, you can add, edit, or delete descriptions as needed, ensuring they reflect the most common tasks.

• Logging Completed Maintenance:

  • Record the following:
    • Parts replaced or repaired.
    • Labor hours and personnel involved.
    • Notes for future reference.
    • Final possession and delivery status.
  • Mark the order as complete to finalize the process.

1. View Maintenance Orders:

   • Locate orders using the search bar or filters for item name, status, or assigned personnel.

2. Create a New Maintenance Order:

   • Click New Maintenance Order.
   • Enter the following details:
     • Rental Item: Select the company-owned equipment requiring maintenance.
     • Description: Specify the maintenance task (e.g., routine check, repair).
     • Priority: Indicate urgency.
   • Assign the task to the maintenance team.
   • Schedule the maintenance period.
   • Save the order.

3. Create Maintenance Orders from the Rental Calendar:

   • Navigate to the Rental Calendar in the Admin Dashboard.
   • Locate the rental item needing maintenance by identifying its SKU.
   • Next to the item's SKU, click the Maintenance Order Icon.
     • This will open a new maintenance order form pre-filled with the rental item details.
     • Include additional details as necessary, such as:
       • Priority: Assign urgency to the maintenance task.
       • Warranty Issue: If applicable, mark the order as a warranty issue and include the warranty claim number for tracking.
       • Possession and Delivery Status: Note the possession details of the item during the maintenance process, and specify if delivery to a repair location or back to the rental inventory is required.
   • Save the maintenance order to begin the process.

4. Log Completed Maintenance:

   • Document:
     • Parts replaced or repaired.
     • Labor details (e.g., hours worked, personnel involved).
     • Maintenance notes for future reference.
     • Possession status updates, including who has the item during maintenance.
     • Delivery status if applicable, such as when the item needs to be transported for repair.
   • Mark the Maintenance order as complete.

Tracking and Notifications

• Use the Dashboard Overview:
  • View all active service and maintenance orders in one place.
  • Track deadlines, statuses, and assignments.
• Send Notifications:
  • Update customers about the progress of their service orders.
  • Notify team members about new or updated tasks.

Preventive Maintenance

1. Schedule Regular Maintenance:
   • Set up recurring tasks for critical or high-use rental items.
2. Track Completion:
   • Ensure all preventive maintenance tasks are completed on schedule.
3. Log Records:
   • Maintain a history of completed maintenance tasks for audits and future reference.

Benefits of the Service & Maintenance Section

• Streamlines the management of both service and maintenance orders.
• Provides a clear distinction between customer-related services and rental inventory upkeep.
• Enhances customer satisfaction by offering reliable and timely services.
• Reduces unexpected downtime for rental items through routine maintenance.