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== Technical Support Role ==
  
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== Field Technician Role ==
 
  
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The technician support role is similar to the field technician role except that it is mostly doing work in house rather than in the field. This section just goes over differences from the field technician role. The technical support role consists of all the same tasks as the field technician role except that work is done in house.
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Field technicians perform the service and install orders at the customer site. Within SME, field techs have a few roles including reviewing customer information, performing work orders assigned to you, monitoring unassigned work orders, tracking customer issues, and contributing to the help desk knowledgebase.
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Here are some other details for the technical support role:
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[[File:Example.jpg]]
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Answer customer calls: Technical support answers customer calls to the support phone number of "hotline". When a customer calls the following tasks should be performed:
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The following are details of the different activities performed as a field tech:
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Get the customer name and look up their record using search or view. Go to the Search or View section to see how to find the customer.
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Reviewing Customer Information: You may need to review customer information prior to performing work orders. You probably want to look at customer equipment in the Customer module>customer lists tab. You also may need to review service history in the customer activities tab. This will help see a history of past service done for the customer.
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See if the customer is active. Businesses with technical support usually use customers as active for those on support contracts and inactive as out of support. Another way to see if they are active is to look at the Warranty or Maintenance expiration under Install info or for specific customer equipment in the Customer Lists>Equipment section.
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To see the customer information you can go to your assigned service order and go to the Customer Information tab within the order.
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Open a service order. If you are at the customer select Actions>New Service Order. In SME6.2 you can select New Item>Service.
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Another way is to go to the customer record using search or views. Go to the Search or View section to see how to find the customer.
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Fill out the service requested or the information the customer is providing about the issue.
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Performing work orders:
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Find a solution for the issue. You can look in the Help Desk for answers to the problem or somehow use your skills to find a solution.
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To see the work assigned to you, go to Dispatch and see the work orders under your name. If you are accessing through Web Connect, you will see all the open orders assigned to you in the Service, Install, and Invoice sections.
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Fill in the services performed.
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Once you open your next work order, you will review the service requested and labor times. Then go do the work requested.
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Optionally fill out the labor time spent on the service order and record as a labor item under the labor tab.
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When you complete the work, update the actual hours in the labor tab to properly record your actual time spent on the job.
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Close the order.
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You will also fill out the work performed section. Note that this information ends up on the customer invoice, so make it professional.
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If this is an order that is billable, set an activity to the accounting person, or convert to an invoice.
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You can add additional information in the service requested section since this is usually used for internal operations. This section allow copy (ctrl-c) or paste (ctrl-v) if you are coping from other programs or email. You can also use crtl-u to add a time, date and login name stamp.
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Take the next call.
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You also add your parts used in the Materials tab and service performed in the service tab. In SME6.2 you can add, edit or delete items in the Order Items tab, this same information shows either in the Order Items tab or the respective labor, materials or service tabs.
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Customer sends in an email for support: This is exactly the same as above. However for the service requested, copy the email information (ctrl-c) and paste into the new service order under service requested with crtl-v.
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Additionally you can add note to the job in the notes section.
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Customer inputs an Issue through Web Connect:
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If all the work is completed close the job by selecting Action>Close Order
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See the open issues by selecting crtl-I
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Good practice is to assign an activity to another person that needs to perform the next action on the job, for example you can assign an activity to accounting to invoice the order.
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Go to a specific open issue. If you know the solution to the issue, fill it out in the Solution tab.
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Monitoring unassigned work:
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Send an email back to the customer with the solution. Note: SME does not automatically email back to a customer from within SME, you must manually send back an email that a solution has been provided to their issue.
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Some organizations assign work to ".Unassigned" and the next available technician will take the job. You can monitor unassigned work by looking in the Dispatch section under unassigned tech or just work on any open orders.
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If the issue requires field work, convert the issue to a service order with Actions>Create Service Order.
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If you take on one of the unassigned jobs, just change your name in the labor item or drag and drop from .Unassigned to your name within Dispatch.
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If the issue requires a new installation or replacement of their product, convert the issue to an Install order or Proposal.
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Once you have assigned yourself to the job, just follow the same steps as Performing work orders above.
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With issues, the issue may go back and forth with the customer until the issue is resolved. Once resolved, change the issue to closed by selecting edit and then checking the closed box.
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Tracking customer issues:
 
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Customers may be entering issue tickets from Web Connect and into Help Desk>Issues module. If this is the case, you can monitor these issues by selecting crtl-I to see all open issues.
 
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You can provide a response to the issue and close the issue if it's completed.
 
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You may also convert the issue to an order such as service order, install order, or proposal.
 
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If you are accessing the customer issues through Web Connect, you can see the customer issues when you login and then provide a response.
 
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Contributing to Help Desk:
 
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It's important that the organization keep a knowledge base of past problems and solutions. This will help you and your colleagues solve issues faster by taping into past solutions.
 
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Enter all problems and solutions that you encounter that may help others.
 
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To find past problems and solutions, select Help Desk icon and put in any search term. You will see all the help desk entries with your search term that you can review.
 

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