SERVICE PROCESS
The Process is the Solution
Tips for Service Order Process
Tip 1
Gather a full and complete list of service items from your fleet managers, department personnel, and your purchasing department.
Tip 2
Identify your authorized point(s) of contact that will receive status update emails.
Tip 3
Gather photos or video of the issues to quickly show what's needed.
Tier 1 - Coordination Phase
- Internal work order is created, based on your service request.
- Info verification: If we have questions, we will reach out to the customer representative listed.
- OOS Evaluation.
- Prioritization.
Tier 2 - Scheduling Phase
- We will reach out to schedule a vehicle delivery date into our shop.
- On the delivery day, we will review the written service request with the customer representative(s).
- We then await availability in the shop for a technician to be assigned and the work to begin.
- The only update you will receive in Tier 2 is when your vehicle is promoted to Tier 3.
Tier 3 - Repair Phase
- Your vehicle has been assigned to a technician and it is actively being worked on
- As standard, you will receive two updates a week from us via email and/or phone.
- Once completed, we will reach out to the customer representative to schedule pick up of the vehicle.
Change Orders
Additional service requests constitute a change order in the scope of work, and are treated as a separate, new service request. These are evaluated by our same OOS / SPL criteria and placed into the Supply Line software system. A vehicle may need to return to our shop due to parts lead times, service tech scheduling, and other fire departments’ vehicles that are previously scheduled for service.
Our Service Team
We have over a dozen full-time technicians, one of which is fully dedicated to aerial maintenance and another is dedicated to chassis maintenance. Additionally, our service admin team keeps the flow of trucks moving efficiently through the shop.