As you proceed through this onboarding program, you will discover a number of phrases and terms used throughout our Service Management products.
To best understand their meaning, let’s review a few of the key terms you will encounter.
A communication service provided by Caterpillar that integrates with Texada ServiceLink, allowing dealers and their customers to connect regarding Work Orders.
Condition Monitoring Analyst.
Condition Monitoring Portal. A Texada product that specializes in monitoring the condition of your customer’s machines through the use of scheduled oil sample results, machine inspections, Service Letters and ProductLink alerts.
Customer Value Agreement. Sometimes known as a Customer Support Agreement (CSA) or Preventative Maintenance Agreement (PMA).
Dealer Business System. An ERP software platform specifically designed for heavy equipment dealerships, particularly those that represent Caterpillar.
Equipment Monitoring Toolkit. A Texada product offering tools for managing the status of equipment, including SMUs, Events, Service Letters, Work Orders, and more.
In ServiceLink, an Estimate is a Work Order status indicating a scope of work with a non-guaranteed price. In PSQ, an Estimate is a Quote stage representing a scope of work with a non-guaranteed price.
A standard dollar amount associated with a job including parts, labor and/or miscellaneous charges.
Enterprise Resource Planning software. Many Texada products are designed to integrate with an external ERP, mostly commonly DBS.
Original Equipment Manufacturer. The company that originally produced a piece of equipment, such as Caterpillar.
A subset of a Work Order Segment that defines a task using job, component, and other identifier codes.
Product Improvement Program / Product Support Program / Priority and Service Product Improvements. These acronyms refer to similar types of Service Letters outlining proactive fixes to improve the performance of a piece of equipment. The exact meaning and usage of these acronyms may differ between OEMs.
Preventive Maintenance.
Product Support Representative / Product Support Sales Representative / Parts and Service Sales Representative. A salesperson responsible for promoting and selling aftermarket products and services related to equipment maintenance and repair.
A document capturing a firm price for a scope of work (parts, labor, and miscellaneous).
Service Agreement Quoting.
A distinct portion of a Work Order defining a task using job, component, and other identifier codes. A Work Order can consist of one or multiple Segments.
A mobile application designed for field technicians to review and manage their assigned Work Orders in both list and map formats.
Service Meter Unit.
A standard job containing parts, labor and/or miscellaneous items defined within the dealer’s ERP system. Usually contains a description and is defined using SMCS (Service Management Control System) codes such as Job, Component, Modifier, Business Group, etc.
A document capturing the essential information (customer, product, location, contact, symptoms, etc) needed for Work Order creation. Every Work Order has a Ticket, but not every Ticket becomes a Work Order.
A document that integrates customer, product and job information for a piece of equipment in which service tasks (labor, notes, pictures, parts, etc.) can be applied in order to provide service and invoice a customer.
