Processes
Technician Daily Process
Morning Routine / Departure
- Normal hygiene check and uniform check prior to leaving.
- Perform a check of route to estimate the departure time to arrive prior to 7:30am
- Check for any emails needing attention or that may apply to customers
- Check Van for Gas and Visual for any needed maintenance items
- Inspect the parts in the parts bucket that was delivered. Compare to the parts needed on invoices and if missing, alert by phone for 1st or 2nd call, by email your facilitator directly and 'cc' parts@guinco.com if 3rd call or after
- Put away any truck stock returned, keeping only the pre-id or ordered parts in the bucket.
Have a Great Start to your morning and Be Safe!
First Call Arrival Expectations
1st calls are the only guaranteed time frames that we can give a customer. The 1st call is also utilized for 2 man helper calls to assist in efficiencies.
Your arrival time to the 1st call sets the tone for the rest of your day.
- 1st call is not "a time frame" to arrive within, it is a start time, followed by a window for an unexpected occurrence.
- Place a Robo-Call/Personal call to the customer to advise when you are in the area or driving that way. Customary is approx 15 minutes from arrival.
Clear Security Bag / Blue Bag
Use for securing Checks and Cash for return:
Put your Name and Tech Code on bag
Write the number of checks on Bag and Tab Summary (total is optional)
Write the amount in cash on Bag and Tab Summary
Date the Bag and Tab Summary
Seal Bag and retain your Tab Summary
Place clear Bag in your Blue Money Bag to return in your bucket
Optional: take a picture for your records
End of Day / Arrival to Home
- Check for any emails needing attention and complete
- Check today's route that it is completed and submitted
- Check next day's route for general awareness and for reschedule of today's invoice that may require you to keep part(s)
- Check all return parts/items are in bucket or placed and marked clearly — no items blocking access to bucket
- Turn off any/all inverters, ensure no interior lights are left on
- Check Van for Gas and Visual for any needed maintenance items
- Take any Batteries and Tablet to be charged for next day's use
- Lock Van and make sure all doors are secure and valuables are not visible
Customer "No Show" Process
Before driving to the call: Place a robocall. Look for any Attention notes for Call To Meets (CTM). If you see one, call that number personally (not a robocall), and if no answer, leave a message on all numbers listed.
On arrival: Select "I've arrived" in SDMobile, ring the doorbell. If no answer, ring again and knock. If still no answer, call all numbers listed on the work order and leave a message.
Contact the office: As long as you are within your time window, you've attempted your call within 3CX, then Chat the office during assistance hours.
Wait minimum 15 min prior to leaving (unless you arrived early — in that case wait starts at the window start time).
Example: You arrive at 10:50 for an 11:00-1:00 window — your wait time starts at 11:00 for 15 min. You arrive at 11:30 for an 11:00-1:00 — wait till 11:45.
*If the customer does arrive home within a short window from the departure time, the call will likely be rerouted for the tech to return later that day.
In-Warranty Additional Autho Request
Refrigeration & Under Counter Ice Machine
- BI Refrigerator Products (KBI or JBI) with multiple sealed system components (excluding driers) — Any combination: Compressor, condenser, evap & 3-way valve and any other 2 major sealed system components = 2x
- Standard Refrigeration Products with multiple sealed system components (excluding driers) = 1.5x
- All SXS Refrigerators with Water & Ice Through the Door: Door Replacement Only with Water Line and Wiring Harnesses Routed Through Dispenser door and Bottom Hinge = 1.5x
- SxS and Bottom Mount Refrigeration: Drain Pan Replacement, Door Replacement (Freezer Door) and FIP Doors on Dispenser Models = 1.5x
- Under Counter Ice Maker Multi SS Component: With Multiple Sealed System Components (Excluding Filter Driers) = 1.5x
Laundry
- If stacked and 2nd man needed = 2x
- Top Load Outer Tub = 1.5x
- Top Load Laundry – VMW Belt Drive Model: Cutting off the aluminum drive hub, Spanner Nut, or Drive Hub to allow gear case replacement = 1.5x
- Washers and Dryers – All: Outer Cabinet Replacement = 1.5x
Cooking
- JA 48" dual fuel range: Product Install Removal For Repair-2 Techs = 2x
- KA 48" dual fuel range: Product Removal For Repair-2 Techs = 2x
- Cooktop W/Oven Installed Underneath: Have to Uninstall Oven to get Model/Serial = 1.5x
- Whirlpool/KitchenAid/Jenn Island Mount Air Vent Hood: 2 Techs to Uninstall and Reinstall = 2x
- Microwave Hood Combo (MHC) Only When 2 man is required for uninstall = 2x
- BI Oven (double or Micro Combo) when 2 man is required for uninstall = 2x
Dishwashers
- Tub Assembly = 2x
Beginning April 15th — if your call qualifies for additional authorization, fill out the form below ONLY if the job has been completed.
Part Reschedule Process
Use link for Parts Availability Lead Time
All Technicians are to reschedule with the customer in the home — ONLY exception is for Refrigerator Doors and Door Skins.
COD/Manufacturer Warranty:
- If the part(s) has to be ordered and all are available, follow normal reschedule Lead Time to receive part(s) for your area.
- If the part(s) is showing "0" stock at our PD's, advise the customer: "your part shows to be a factory order which can take up to a few weeks, so I would like to schedule you now to hold that spot. If Guinco can locate/receive the part(s) sooner, they will reach out to you".
3rd Party Warranty (no autho needed):
- Same process as COD/Manufacturer Warranty above.
3rd Party Warranty (*needing autho by email*):
- Order all part(s) needed regardless of availability, and reschedule the customer following normal Lead Time.
- SDMobile information and pricing entered as normal, email sent per the 3rd party warranty portion of Penguin Support.
- Advise the customer: "Guinco has to submit for repair authorizations, so I would like to schedule you now pending their approval."
Additional Understanding of Process:
- Autho@guinco.com gets the email, changes status to "Pending Authorization" and submits to the 3rd party warranty.
- If approved — part(s) are already on order, customer is already scheduled.
- If not approved — they will coordinate to have the customer contacted, remove the scheduled date, cancel part(s) order, and submit for payment(s).
Non-Repairable / Customer Requested Exchange (In-Warranty)
Non-Repairable
While in front of an appliance and there is damage found and no part(s) replacement listed in the parts look-up, it is our responsibility to take pictures, then contact Techline while on site. Follow through with any requests for repair or documentation. If an SR# or Reference# is given and pictures are asked to be sent, include your technician supervisor (DFWTS@guinco.com) in that email, or send it to the Service Manager Group for your area.
Customer Requested Exchange
Advise the customer that we are a repair company and have no "exchange" privileges, and this product is repairable. The conversation for their request for refunding or exchanging needs to occur between them and the manufacturer, builder or dealer.
Advise the customer that you will proceed with ordering parts to not delay the service repair if they don't come to a resolution. If they do come to a resolution that no longer requires service, ask them to let us know so we can cancel parts and return the service request.
If the customer "insists" to not proceed, place a phone call to Partner Team to advise. Make all notes into the system.
Customer Leaving a Review
Whirlpool Email Survey sent daily for Service Bench Submitted Completed Claims:
View Survey Details
Use these links based on your location to email the customer instructions for leaving a review:
Vehicle Service / Maintenance Schedules
Call Count Requests
A "Call Count" of "1" = approx 45 min. This is due to an average technician's time in the home is less than that.
Select in SDMobile the "Time increment" needed as a call count for your return, then create a "Sticky Note" saying something like "need X call count on return".
Send an email to your coordinator and 'CC' your supervisor & Dispatch@guinco.com with invoice number and that you need a call count of "X".
Check your "Guinco Calendar" (not SDMobile) for events, and schedule according to availability.
Note: "sticky notes" assist claims for payment of the labor, and allows dispatch to know if the customer cancels for future scheduling needs.
Helper Request
Select in SDMobile for a 2nd man required on return, then create a "Sticky Note" (e.g. "requesting 2nd man as a helper" or "requesting sealed system tech").
Email your supervisor, coordinator and 'CC' Dispatch@guinco.com with invoice number and that you need a 2nd man. Reference the needs: helper, senior tech, or specific skill.
If scheduling with the customer in the home, call the office to check availability and have your helper scheduled.
Note: Senior tech or Sealed System tech requests are "training" opportunities and payment will go towards the tech providing the education in most cases. Autho's will be a management/claims decision for a "split" labor or not.
Property Damage / Damage Claim
Property Damage Inspection Procedure for Guinco:
Be courteous and polite to the customer.
Look around for any areas of damage prior to starting any repairs.
Be careful not to cause any additional damage to the site.
Take at least ten (10) good pictures, from different angles, of the product, the surrounding areas, and of the failed original part.
Document in SDMobile. Describe in detail only the observed damage and state your determination whether the damage was the result of a product part failure, faulty installation, or some other identifiable cause.
Do not speculate. Offer your opinion based on observable facts only!
Within the Service Performed area of SDMobile, write "DAMAGE" at the start. Include any parts used on the part line.
Type "Customer has retained the Part" and have the customer sign the Review and Sign area. If the customer refuses to sign, you MUST take the part back to the office and give it to the Service Manager.
Failure to track the part may result in the Service Technician being liable for any damage claim.
Things to remember:
- Make every effort to inspect the site/surroundings and repair the product as quickly as possible.
- Accurately document the service invoice with your findings and repair.
- Leave part with customer only after they have acknowledged receipt. Otherwise, bring part to the Service Manager.
- Turn in or attach pictures, part (if not retained by customer), and information of invoice.
Shop Tool Process
Shop Tools Available
- Dishwasher Drawers
- Gas Leak Detector
- Micro Leak Detector
- Manometers
- Water Pressure Gauge
- Air Meter
- Maytag Washer Tool
- Rivet Gun
- Dryer Air Flow Detector
- WP Program Tool
- Bearing Press
- Cabrio Tub Puller
- Lokring Kit
- 20s Nitro
- Temp Scribes
- Vacuum Pump Oil
- Small Blanket
- Large Blanket
Technician's Process:
On SD Mobile, select the job you are currently on.
Navigate to the Work tab.
Select the Order or Use Parts drop down.
Select "Order Part"
Put in the quantity of the shop tools you need
Under part number put the name of the tool you need
Specify "Shop Tool" in the description field.
DFW Specific:
Email your coordinator & facilitator directly and CC your supervisor. Include the job number in the subject line. Inform them of the shop tools that you intend to borrow.
PLEASE NOTE: The coordinator needs to be who reschedules the appointment with the customer. DO NOT reschedule the appointment yourself without your coordinator's blessing for shop tools. The ONLY exception is Temp Scribe for pick up needs.
If using any equipment from the Lokring Kits, please ensure that you order a replacement in the call notes under truck stock used part.
