Field Service Management Features and Functions

• Maintains shipment history by product or customer


• Tracks revisions by serial number via engineering change interface


• Cross-references serial numbers and engineering change orders


• Tracks serial numbers and service agreements


• Maintains customer–product cross-referencing


• Contract numbers and service agreements


• Service type codes


• Tracks warranty numbers and expiration dates


• Tracks serial numbers


• Cross-references serial numbers and warranties to check warranty status


• Reports field service and call activity


• Records model or serial number, with assembly-level services


• Equipment type code


• Failure type code


• Repair code


• Bills mileage, travel time, repair costs, and administration costs


• Location code


• Customer purchase order number


• Field sales office


• Date serviced


• Field engineer employee code


• Charges include estimate and actual


• Time of service


• Replacement serial number and engineering change order data


• Reports service and engineering activity data


• Reports mean time between failures


• Reports product failures by type and engineering change order level


• Field service accounts receivable interface for payment


• Field service inventory tracking


• Issues return material authorization


• Assigns code to return material assignments


• Issues and ships replacement items


• Processes return-to-supplier transactions


• Provides items, labor, and travel as percentage of expenses