- Review Asset History:
- Navigate to Customer Asset > OER-Pro Unit.
- Check historical Work Orders and past service notes.
- Review IoT telemetry (if enabled) or manual inspection results.
- Open Service Case:
- Go to Service > Cases > New Case.
- Include device serial number, issue description, and photos.
- Tag as High Priority if burning smell or power issue is reported.
- Coordinate Technician Assignment:
- Use the Schedule Board to assign technician based on proximity, skill, and availability.
- Confirm availability of loaner units if unit needs depot repair.
- Initiate Loaner Work Order:
- Create a Loaner Request Work Order tied to the same Case.
- Use the Depot or Loaner Inventory view to allocate available unit.
- Schedule shipment via Olympus logistics.
- Document and Close:
- Ensure the technician captures inspection outcomes, photos, and notes.
- Upload service report and auto-generate PDF Summary for the customer.
- Close the Case when resolution is confirmed and loaner is delivered (if needed).
- Best Practice: Always link Work Orders and Loaner records back to the original Case for full traceability.