Concordia XPRESS - Service Call Process

Section 12: Concordia Procedures 3033-012B
12-2 Concordia Xpress Technical Support Manual
2900-300B
Service Call Process
The following steps should be taken on every service call dispatched by
Concordia.
Arrival to Site
 Park in a space that will not impede customers from visiting the
business you are servicing.
 Find the primary contact listed on your call. If possible, contact
the caller identified on your service call. Ensure you close out
your service call with the same contact.
Machine Repair
 Determine the repair necessary and complete service on the
machine.
 Do not spread tools and parts around in the business.
 Respect the customer’s business while you repair their machine.
 Record current quantity on hand of Concordia cleaning products;
recommend ordering or signing up for auto-shipment of cleaning
products if account is low on supplies.
 Repair identified problem, if you have any questions about
repairing the machine, call Concordia Beverage Systems for
assistance at 1-800-778-0990.
 Follow Concordia’s Complete Call Protocol, ensuring all aspects
of the machine are functioning.
Hold for Parts Procedures
 When the machine cannot be repaired due to part needs, every
effort should be made to leave the machine functioning.
 Verify parts availability and communicate estimated return
date/time to the customer.
 If a machine is not operational, ensure parts are ordered Next
Day Air.
Departing from Site
 Review with customer the service provided and items repaired.
 Review future troubleshooting procedures, any possible
preventative maintenance the customer may perform, and review
the daily cleaning procedures.
 Obtain customer signature on work order.