GSEVS Service Process

SERVICE PROCESS

The Process is the Solution

When it comes to having your apparatus serviced, your attention and participation is key in moving your apparatus through the process more efficiently. We know and respect how important it is to get that truck back in service. Help us, help you. Please watch our video on the service process and see the tiers and the process explained in detail, below.

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.

START A SERVICE REQUEST

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.
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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.
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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.
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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

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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.

Learn about our service capabilities

Tier 1

(Coordination Phase)

Your apparatus has been placed in Tier 1 of our three-tier repair process.

What happens in Tier 1? There is no active servicing of your vehicle in Tier 1. We are in the process of creating an internal work order based on your service request. This includes separating individual tasks into warranty or customer-pay activities so that when you eventually drop off the vehicle for repair, accurate paperwork exists. This allows us to collectively validate individual line items, so we can properly schedule your repairs with maximum time efficiency in mind.


What are my next steps? – There is nothing else for you to do in this tier, unless we contact you for additional information.


What should I do with my vehicle? – Nothing. The vehicle must remain with you until the repair order is promoted to Tier 2. At that point, we will contact you to schedule a date for you to bring the vehicle to our shop.

 

What are the next steps for GSEVS? – Based on the service requests submitted, we may have questions as we prepare your work order. If that is the case, we will reach out to the customer representative listed on the service request. You can always send supporting photos and/or videos via email to service@goldenstatefire.com

 

When will I receive updates? – You will only receive an update when your vehicle is promoted to Tier 2. We are in the development portion of our process and will only reach out if there are questions. We respectfully request that you not contact us when your vehicle is in this tier as there simply is nothing to report.

Tier 2

(Scheduling Phase)

Your apparatus has been promoted to Tier 2 of our three-tier repair process.

What happens in Tier 2? – There is no active servicing of your vehicle in Tier 2. We will reach out to the customer representative designated on the service request to schedule a delivery date into the shop. This tier allows us to schedule your vehicle with a minimum amount of downtime as it awaits transition to Tier 3.

 

What are my next steps? – You must deliver the vehicle to GSEVS on the agreed date. Please do not bring your vehicle in on an unscheduled day. On delivery day, we will review the written service request generated in Tier 1 with the customer representative(s) to ensure the items are fully understood. Once the service request meeting is complete, you will be provided a copy, and required to sign our copy. This ensures that we are all in agreement in regards to the service(s) requested. After vehicle delivery and the service request meeting, there is nothing additional for you to do in this tier.

 

What are the next steps for GSEVS? – After the customer representative(s) leave the shop, we will immediately assign your vehicle with a status of “needs dispatching” which means it is in our possession and awaiting availability in the shop for a technician to be assigned and the work to begin. Please note that when a technician is assigned, you will be promoted to Tier 3, our last tier.

 

When will I receive updates? – You will not receive any updates on the progress of repairs in this tier because we are in the scheduling portion of our process. We respectfully request that you not contact us when your vehicle is in this tier as there simply is nothing to report. The only update you will receive in Tier 2 is when your vehicle is promoted to Tier 3.

Tier 3

(Repair Phase)

Your apparatus has been promoted to our final stage in the repair process, Tier 3.

What happens in Tier 3?– Your vehicle has been assigned to a technician and it is actively being worked on. 

 

What are my next steps?– There is nothing additional for you to do at this point. Once completed, we will reach out to the customer representative to schedule pick up of the vehicle. Our approach in confirming and understanding items in the service request meeting during Tier 2 allows us to move through repairs with minimal back and forth.

 

When will I receive updates? – As standard, you will receive two updates a week from us via email and/or phone. We take this proactive approach so that you are informed and do not need to take time out of your busy day to contact us.

 

We strive to provide the support that your department depends upon. Your trust is much appreciated by all of us at Golden State Emergency Vehicle Service, Inc. Thank you!