COURSE HOME
Back

Key Functions & User Groups

Technicians are the foundation of any service business, responsible for ordering parts and providing labor and key information on Work Orders. ServiceLink and ServiceLink Flex give technicians the tools they need to:

  • Streamline Field Assignments: Browse assigned Work Orders in real time, using ServiceLink Flex’s map view to easily get directions to the job site. You can even work effectively offline when connectivity is poor!
  • Accurately Record Service Details: Easily add labor entries (including timed or manual input), attach photos, create service notes (voice to text via mobile Flex app), make SIMS entries, and update equipment Service Meter Unit (SMU) hours directly from the job site.
  • Drive Job Completion & Reporting: Update the completion percentage of Work Order Segments and Operations as work progresses, generate customer service reports on the spot, and capture digital signatures from the customer using the mobile Flex app.
  • Build the Foundation for Invoicing: By recording service notes, parts and labor costs, technicians can ensure accurate and timely customer invoicing.

ServiceLink offers Service Coordinators robust tools for managing the equipment service process from beginning to end!

  • Manage Work Orders from creation through completion, tracking progress with the Service Pipeline dashboard. Use the filtering functionality (Division, Branch, Cost Center, Job Control) to review work pertinent to you.
  • Assign work with the Technician Scheduler. Check technician availability, schedule Segments individually or in bulk, and assign bays to Work Orders.
  • Capture detailed information for each Work Order, including parts, labor, service notes, segments, financial and warranty information, and more.
  • Keep Work Orders moving by using the Heldups/Exceptions tool to track and address issues keeping your technicians from completing their work, while preventing Work Orders from closing unless pertinent information is provided. 
  • Stay on top of customer communication by creating a communication plan for each Work Order! Establish who to contact, how frequently and by what method, then text or email customers directly from the Communication tab!
  • Keep in touch with fellow ServiceLink users through Blogging. Tagging a ServiceLink user on a blog will send them a hyperlink to the Work Order from which the blog originated, allowing them to instantly jump in.
  • Identify all pertinent machine information such as machine configuration, warranty, outstanding/completed Service Letters, customer credit information, Work Order history, scheduled oil sample history, outstanding Quotes, and more.

ServiceLink gives service managers the eagle’s-eye views they need to effectively manage operations across the organization.

  • Check the status of Tickets and Work Orders using the Service Pipeline, tracking their progression through the service workflow. Use filters to quickly identify the number and value of Work Orders in the various stages to manage WIP more efficiently on a monthly basis. 
  • Manage service personnel using the Technician Scheduler, monitoring your technicians’ workloads and productive hours. Compare the percentage of technicians assigned to revenue vs. non-revenue jobs vs. not yet assigned.
  • Manage labor with tools that allow you to review, approve, reject, and modify submitted labor. Use the Labor Summary dashboard to review past, current, approved, and pending time entries by technician.
  • Monitor key Service KPIs such as labor efficiency, WIP days, and settlement recovery, to assess the performance and profitability of the service department.

Product Support Sales Representatives (PSSRs) can use ServiceLink and Parts & Service Quoting to quote and sell service work.

  • Quote work quickly and accurately in Parts & Service Quoting, either using pre-built templates or creating Quotes from scratch. Leverage its connectivity with ServiceLink to instantly translate won Quotes into service Tickets. Tickets can then be converted into Work Orders without having to reenter any of the Quoted data (customer, contact, parts, labor, misc, etc).
  • Research the service history of the machines in your system, including past Work Orders, Service Letters, and warranty claims, to discover actionable Leads that can result in new Work Orders.
  • Review Work Order details such as parts, labor, miscellaneous, service notes, attached pictures and files, and more.
  • Find Work Orders, Quotes and standard jobs based on multiple filtering options.
Next
Academy (Light)

Service Management Onboarding Program Directory

Texada divider icon