Documentation and Support

As a vendor you can easily request service on behalf of your client.

Begin by selecting the “service” tab and clicking on “manage clients”.

You will now be able to see a list of clients you service. We will begin by selecting the client we would like to service: Aqualang.

Once you have selected your client, you can now view all their assets that you service. On the left, you will see two asset statuses: “Past Due” and “Due for Service”.

• Past Due: indicates that an asset is past the due date for service.
• Due for Service: indicates that the asset is approaching the recall date for service.

Next, select an asset by clicking the adjacent "check marks."  You may make your selection from either of the two alerts, or from the "All Assets" list. The checkmark in the header of the table acts as a "Select All" button. 

After we have selected the assets we would like to service, we will click “new service order” in the TOOLBOX on the right side of the screen.

Now you will be able to enter all the information on behalf of the client relating to this order. The "Assets" tab displays the inventory of all assets in the order. In this tab, there are two main steps to note:

1. Adding Additional Assets: At this point you are still able to add additional assets to the order by (a) entering the asset’s serial number, (b) picking from a list of assets, or (c) by entering information from a new asset that has not yet been serviced.

Note: the “client site” will automatically set to the site associated with the first asset added to the order. By clicking the site name, you can manually change the site. The site selection is linked to the billing and shipping information for the order. 

2. Service Interval: Indicate whether this is a “one time service”, such as a diagnosis or repair, or if this service will be associated with a pre-configured Maintenance Plan.

Note: If a “yellow warning triangle” appears next to an asset's serial number, this would indicate that this asset is already part of another order. If you would like to remove it select the red "X” next to the item and it will be deleted.

Next, we will move to “Work Details”  tab. Configuring the Work Details is indicated below:

1. Select the Service Site

Select the Service Type

    In the "Service Type" column, click the "Select" button or the title of the service to select or adjust the service level for this order. You may also add additional service notes about a particular unit that may be relevant for the service technician. 

Note: You will be notified with an orange warning triangle if you chose a service level that is not one that is assigned in the maintenance plan for that asset.

For example, if the service type selected is “Pipette Calibration” and the service level associated with that maintenance plan is “bronze standard,” if you were to select “gold premium” you would be notified with a warning triangle. This would indicate to you they chose a service level different than that designated by the maintenance plan. 

Note: Additionally, under “serial number/tag/user” we have added icons to represent the asset (single box icon) or a multicomponent system (3 box icon). We have also added a person icon under “fulfilled by”. 

2. Adjust the Estimated Total

Pricing is pulled directly from Service Pricing configuration done in the Administration module. If pricing has not correctly configured, “TBD” will be displayed in the Estimate Total.  You can leave the pricing as TBD or override this by click on the pricing link, click "override" in the pop-up dialog and entering the appropriate pricing for service, parts, or labor. 

 3. Add Additional Requests

Below you will be able to add additional requests for the service technician. These requests build an order level checklist that can be useful for requests outside of asset-level service requirements (ie. Clean the benchtop).

Click "Next" to continue to the "Logistics" tab.

In the "Logistics" tab, enter information regarding where and when the client would like the asset to be serviced. There are three location options to select:

1. On Site

This is service you perform on site with your client.  You can enter service access notes the client has provided (ie who they must contact upon arrival). The service address will be pulled from the client site information. 

2. Local Pick-Up

These items will be picked up by the vendor and brought to an in-house lab. Client provided “pick-up notes” can be enter here for easy access by your carrier.

3. Ship to vendor 

These items will be shipped by the client directly to your in-house service location. You will select shipping methods for delivery and return services. You may also enter a tracking number on behalf of your client. 

After you have completed entering all relevant information select “next” to move onto billing.

Note: since you are entering this information on behalf of the client you will appear as the “owner” of this request. By selecting your name, you will be able to choose from a list of employees at your client’s organization. If no employees are available, you will need to register them.

Click "Next" to continue to the "Billing" tab:

In the “billing” tab, you will enter all known client billing information. Select the appropriate payment terms from the drop down menu. When the order is completed, you will have additional opportunities to add or edit this information.  Once the billing information has been entered select “Next” to review the order.

During this final step, we will have an opportunity to review the service estimate. Before submitting the order, you can add “special requests and instructions” relevant to the technician for completing the order as a whole. Remember to acknowledge both disclaimer boxes in the bottom left corner before submitting your request. When ready, click the green “submit service order” button on the right side of this window.

Note: at any time during this process you can save this request as a draft by clicking the box in the bottom left-hand side of this screen.

You have now successfully created a service request on behalf of your client. To access this request, you will need to enter the “work orders” portion of your portal. This will allow you manage, assign and schedule the order internally.