Service

Summary

• Service Page
  • Consult Hours Worked Button
  • Assignment Status
  • Dispatch Status
  • Brief Description of the Call
• Assignment Page
  • Information Related to the Call Section
    • History Option
    • Comment to Dispatcher Option
  • Possible Actions Related to the Call Section
  • Hours Section
  • Preventive Maintenance Tasks
  • Brake and Tire
  • Maintenance Tasks
  • Work Description
  • Technical Details
  • Non-Required Options

In this document, the words "service call(s)" or call(s) apply to service, installation, and maintenance call(s) as well as work order(s).

 

Service Page

This page displays all service, installation, and maintenance calls as well as service work orders assigned to an employee; they are grouped by status, displayed, and underlined in blue. Ongoing calls are listed by date. Screenshot - Service Page

Consult Hours Worked Button

The Consult Hours Worked button enables a user to view its worked hours for a specific period of time. The user selects it by pressing it on the screen, which opens the Hours Worked page; from there, the user can choose a pay period from the Display Pay Period Starting: drop-down list. The employee’s work hours for each work day that is part of the period will be displayed, whether the time was dedicated to dispatch projects, service calls or work orders. Seeing the total of worked hours for the selected pay period, day, and assignment is also possible. Last, the user can press each assignment to access its content – though just in read-only mode. The Approve button allows the user to confirm their hours, which they can see displayed on this page. Approving the hours will generate a form signed by the user (signature from their employee record) and this form will be added to the document management option for this employee.

Pay Period Display

Maestro*MOBILE limits pay periods to four, in addition to the current one. Recorded hours include those of days not yet closed. The hours displayed are the ones indicated by the user and may not be the “final” hours if modifications are made in maestro* after the hours are transferred. Worked hours can be printed through maestro*MOBILE as a PDF document, using a mobile app.

Assignment Status

Assignments are presented according to their status (Ongoing, Unplanned, or Completed); the active status is displayed and underlined in blue. To view the assignments associated to a status, simply press its name. Possible Status:

Status	Description
Ongoin g	Groups calls assigned to a user that are either not started or ongoing (the user has arrived on site or the task related to the call is not completed). Calls are listed by date, starting with the most recent.
Unpl anned	Groups calls that have been assigned to a technician but for which no specific day or hour has been scheduled. Based on configurations made in Employee Management for maestro*MOBILE users, the + Add Service Call button may be displayed near the top of the page when the Unplanned status is selected. This button allows authorized users to create new service calls without them being previously dispatched in maestro*. In the unplanned assignment page, filtering the available assignments in a specific radius or by emergency is possible. A search field also allows you to perform a search according to the call or work order number, the address, the customer code or name, and the assignment date.
Comple ted	Includes all calls that were assigned to the user for which visits are completed. Calls are listed by date, starting with the most recent. In the completed assignment page, searching for a call or work order according to the call or work order number, the address, the customer code or name, and the assignment date is possible. NOTE: A completed assignment (or a visit related to a call or work order) does not mean that the call or work order is done. Subsequent visits may have to be planned.

Dispatch Status

A service call’s dispatch status is indicated through a progress bar located above the assignment itself. There are six Dispatch Statuses:

	New Entry Displayed on a yellow background when the call is dispatched.
	Not Started Appears when the call has been accepted.
	On my Way Displayed after the technician presses the On the Way button.
	Arrived Displayed after the technician presses the Start Working button.
	Completed The progress bar is completed and the call now appears under the Completed tab. The user must therefore press the Complete or Signature buttons.
	Declined A call may be turned down by pressing the Decline A declined call or work order remains on the page as long as it has not been assigned to another employee through maestro*. button and providing a reason as to why it was declined. The same call can later be accepted; it would then appear again within the Ongoing assignments.
A note will be displayed if an order for a service call or work order is in progress (in progress or unplanned). The technician can therefore use this information to decide whether or not they accept the call.

Brief Description of the Call

On the Service page, brief descriptions of the calls are displayed under each date, no matter the status. Information displayed in the brief description:

Information	Description
Call Type & Number	Call type and number; possible call types The call type is specified in the "Call Type" field located in the "Service Call" tab of the "Enter a Service Call" window: maestro* > Service Management > Service Management > Contract > Enter a Service Call. are: Service Call Installation Call Maintenance Call Work Order Repair and Maintenance Work Order  Regular Maintenance PMP Maintenance Brake and Tire Maintenance
Dispatch Status	An horizontal blue progress bar displays the work progress status.
Custo mer Name	Customer’s name, as entered in maestro*.
Brief Description of the Problem or Required Task	Brief description of the problem or tasks required as part of the call.
Date(s) and planned time ran ge	For ongoing assignments, the displayed date(s) and planned time range are those set by the dispatcher. NOTES: A maestro*MOBILE user located in a time zone different than the maestro* dispatch one will see the time corresponding to his/her location. For instance, if a dispatcher working out of Quebec specifies that the technician’s presence is expected at 8 a.m. at the customer’s site, the technician using maestro*MOBILE will see that the call’s estimated time of arrival is 8 a.m., even if he/she is located in Alberta. If the estimated completed date of a call does not match the call’s start date – and dispatch estimated that the work time will last more than 24 hours, the estimated completed date and time will also be displayed.
Address	Address of the customer site where the visit will take place. A Google Maps link enables users to accurately locate the site on a map.

Assignment Page

The Assignment page provides every detail related to the call, from the possible options to the additional information. The image below shows the page’s different sections. Screenshot - Assignment Page

Section on Call-Related Information

The section describing call-related information mostly replicates what is displayed in the call’s brief description on the Service page.

History Option

The History option is divided into three tabs, allowing you to view the Visits of the Call, other Calls at the Same Address, and related service Quotations. Press on each tab to display the details of service calls. The call number, technician number and name, call details, date, and dispatch start/end time are displayed on each "card" representing a call. Press on a card to see the full details of the assignment.

Comment to Dispatcher Option

The Comment to Dispatcher A technician can also send a comment to the dispatcher or view a call’s history before accepting the call. option enables users to communicate in real time with the dispatcher. Depending on the settings established beforehand, the technician can write its own comment or use predefined sentences. This option is frequently used by employees who want to tell their dispatcher that they might be late getting to a customer site or before getting on the road.

Possible Actions Related to the Call Section

Several actions are suggested to the user as the visit progresses. These actions inform the dispatcher on the technician’s work based on the latest step he/she completed. Possible Actions

Action	Description
Accept	The call’s dispatch status becomes Not Started. NOTE: Once a call or work order is accepted, the acceptance date is recorded and becomes the call or work order’s reference date.
Decline	The call’s dispatch status becomes Declined. NOTES: The user must enter the reason behind his refusal before saving. He/she will, however, have the possibility to accept the call later on. When a call is grouped, the person in charge cannot decline it if the technicians have already completed it.
On the Way	After pressing On the Way and noting the travel start time as well as the estimated arrival time, the work progress status moves to On My Way. NOTE: From then on, the call or work order’s date cannot be modified, nor can the call or work order be declined.
Stop Travel Time	Enables users to stop and reset the travel time. The call’s work progress status returns to Not Started and it appears as such on the Assignment page.
Start Working	A user will press Start Working to indicate his/her arrival time. The estimated completed time must also be entered. The call’s work progress status becomes Arrived. NOTES: At this point of the process, all Non-Required Options become available. If the estimated completed date of a call does not match the call’s start date – and dispatch estimated that the work time will last more than 24 hours, a field named Estimated Completed Time will be displayed to provide the estimated end date and time.
Complete	Once the work is done, the user presses Complete to access the Close Assignment page. Depending on the selected parameters, it may be possible to apply a Signature electronically or Complete the call. The call’s work progress status then changes to Completed.

Hours Section

The Hours section identifies the call’s key times; it shows: Travel Start Time Arrival Time Estimated Completed Time or End Time In cases where a call lasts more than a day, the dates are obviously added to the section.

Preventive Maintenance Tasks

Maintenance tasks originate from work orders, not fom service calls. The Maintenance Tasks page is displayed after pressing the button of the same name - a button which only appears when it is a work order, created for preventive maintenance. The top section displays information about the specific maintenance task(s). Option Used to Equipment Displays the equipment's description. Category Displays the maintenance category. Maintenance Displays the maintenance to perform. Type Displays the maintenance type (Regular or PMP). Counter Used to enter the counter units (kilometers, hours, etc.) traveled by the equipment.   The tasks to complete for a specific maintenance are configurer in maestro* maestro* > Preventive Maintenance > Maintenance > Define Maintenance Types and Tasks. Option Used to Done Compliant/Non-compliant If the maintenance type is Regular, the user can indicate that the task is done. If the maintenance type is PMP, the user can indicate that the item is compliant or non-compliant. Not completed Indicates that the task has not been completed. Not applicable Indicates that the current task does not apply to the equipment in question. Comments Allows you to enter a comment (the reason why the task is not completed or not applicable, for example). Time Planned Displays the time planned to complete the task. This field cannot be modified. Time Used to indicate the time needed to complete the task.

Brakes and Tires

Brakes and tires maintenance tasks originate from work orders, not fom service calls. The Brakes and Tires page is displayed after clicking the button of the same name - a button which only appears when it is a work order, created for preventive maintenance. The top section displays information about the specific maintenance task(s). Option Used to Equipment Displays the equipment's description. Type Displays the maintenance type (Regular or PMP). Counter Used to enter the counter units (kilometers, hours, etc.) traveled by the equipment. Camshaft rotation Used to enter the camshaft rotation angle (in degree).   The bottom section is used to record the brake and tire measurements for each axle in the register.

Maintenance Tasks

Maintenance tasks comme from service calls, not from work orders. The Maintenance Tasks page is displayed after having pressed on the button with the same name, which also only appears if maintenance tasks concerning an equipment noted on a service contract have been specified. Press on the icon to display the list of required materials for the current maintenance task. Press on the arrow at the end of a maintenance task to display all tasks included on this maintenance.   If not all tasks have been completed, it will be impossible to complete the service call: a message will be displayed to inform the user.

Work Description

If applicable, the work description comes from the tab of the same name in maestro*'s Enter a Service Call maestro* > Service Management > Service Management > Contract > Enter a Service Call option. This tab allows entering a description of the work to be done. If no work description has been entered, the counter displays 0. If a work description has been entered, the counter displays 1.

Technical Details

If applicable, the technical details can come from both the contract (Technical Detail maestro* > Service Management > Service Management > Contract > Contract Management tab) and the service call (Technical Detail maestro* > Service Management > Service Management > Contract > Enter a Service Call tab). These tabs allow entering the technical details of maintenance contracts and service calls. If no technical details were added to the call, the counter displays 0. If one of the two technical details were added (to the call OR contract), the counter displays 1. If both technical details were added (to the call AND the contract), the counter displays 2.

Non-Required Options

The options described below only appear when work has started. They are known as “non-required options” since a call can be completed without used them. However, it is recommended to incorporate them in the technicians’ operations. Possible Non-Required Options

Option	Used to
Contacts	View the name and contact information of the customer’s resource person in relation to the contract.
Maintenance Details	Note all relevant information about the preventive maintenance that was performed, in addition to those entered in maestro*. NOTE: It is possible to select predefined sentences.
Equipment	Look up information on the equipment located on the customer site, such as the serial number (when available), make, model, customer reference number, quantity, location and warranty details. The user must either press the + sign or each equipment on the page to access its information. A search field also allows to search and filter service equipment in the page in order to quickly find and select the desired one. If the user has the appropriate authorizations The "The user can modify equipments in Service Contracts" checkbox under the "Other Modules" tab of the "Employee Management" option., he can also deactivate or replace an equipment in the service contract. Additionally, he can modify the information of an existing equipment. NOTES: Photos taken with the mobile device, documents, or even recommendations can be added through the Equipment page. The user can also display previously taken photos and view the history. Access photos and documents in maestro* Photos (or documents) added through the Equipment option are automatically saved. They are available in the following maestro* options: In the Return from a Service Call Document Management (accessible from the Documents icon in the Return from a Service Call maestro* > Service Management > Service Management > Processing > Return from a Service Call window); Under the Equipment tab of the Contract Management maestro* > Service Management > Service Management > Contract > Contract Management option, in the Related to this Equipment column of the Documents section.
Visit Details	Add any type of information in relation with the visit; can be done using a Predefined Sentence.
Material & Billing Items or Ordered Items or Reserved Items	Select the items required to maintain or repair the equipment and used during the call. The technician can: Add billing items; Add material; Add ordered or reserved items; Add reserved items; Create a purchase order. NOTES: If applicable, a technician can press the option to see the ordered or reserved items even if the call still has the “Not Started” work progress status. The information is available as read-only. The items may be in catalogue or not, as well as in stock or not. A bar code reader can be used to scan, identify and select the item. Create Purchase Order Button The + Create Purchase Order button is only available to maestro*MOBILE users who were granted the appropriate authorization in Security Management. Pressing the button automatically generates the purchase order number that is required to create the material requisition; this simple action speeds up the process in maestro*.
Labour	Add work or equipment time to the call by clicking the Add Time button, which can be used to specify the activity and include details like the compensation type, work shift, trade, etc. NOTES: Options permitting the entry of overtime and double time are only displayed if they were previously selected in maestro* in the dispatch model used. Bonuses can also be added to the call, for instance to pay for parking fees or meals. To be able to add a piece of equipment to the service call, the Separate equipment hours entry in maestro*MOBILE box (Work Order Dispatch > Edit Dispatch) must be checked is maestro*. Add Temporary Labour Button The + Add Temporary Labour button enables users to add work time for technicians who do not have access to maestro*MOBILE because they are temporarily employed and do not appear as available resources in the dispatch grid.
Material Requisitions	Create a requisition when the technician expects that items will be required to maintain or repair an equipment during a future visit. This option can be used before a call is accepted and even after it has been completed. Just like for the Material & Billing Items option, it is possible to select items that are in catalogue or not or by using a bar code reader. Users can also view all ongoing requisitions related to the call.
Orders	Create a catalogue order pertaining to the visit: add at least one item to the order and, if applicable, photos and documents. An order can be created even if the assignment has not yet been accepted.
Recommendations	Provide a recommendation pertaining to the equipment’s maintenance or repair, either by using a Predefined Sentence or entering text. This option is available as soon as the call is accepted.
Inspection	Add and/or conduct an inspection in relation to the service call. Inspections can be created in maestro*MOBILE or come from maestro*. When created in a service call in maestro*MOBILE, the context will automatically be set to Service Call, the default date will be the current day (can be modified), the call number will be the current call, and the inspector will be the employee number of the current user.
Photos/Documents	Attach photos to the call or view documents (contracts, fact sheets, etc.) as reference. NOTE: Photos and documents are available in read-only mode until a technician presses Start Working; at that time, it becomes possible to add more by pressing the + Add Document/Photo button. Photos and documents can be added until the call is transferred to the Return of a Service Call option in maestro*.
Additional Fields	Enter or take down additional items, such as the customer’s product number. NOTE: Using this feature requires the input of a Maestro technician.
Skills & Certificates	Display the skills and certificates of the employee designated to perform the work. NOTE: If applicable, the certificates’ expiry date is always displayed. If the certificate is expired, the date will appear in red (maestro*MOBILE compares the expiry date with the current day’s date).
Calls at Same Address	List an address’ unplanned assignments; while on site, the technician can optimize his time and take the opportunity to complete pending maintenance calls.
Summary	Provide information pertaining to the work: time on-site, address, equipment being repaired, contract number, billing items, labour, user recommendations, etc. The summary is the document sent to the customer for approval once the work is completed. Depending on the parameters, the customer’s signature may be required. NOTE: If the appropriate configurations were made in the customer file, the summary will be displayed in the customer’s preferred language, even if it is different from the user’s language.

 

see also

• Using the Service Interface
• Service Interface Icons

 

Last modification: août 06, 2024