Dish4 You guidelines


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Technician Guidelines

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Dish4 You guidelines

  1. 1. Dish4You Guidelines
  2. 2. Important Phone Numbers <ul><li>Dish Network - (866) 688-3274 </li></ul><ul><li>Digital Dish - (866) 866-8626, Option 5 </li></ul><ul><li>Dish4You - (866) 670-8811 </li></ul>
  3. 3. Customer Time Frames <ul><li>Dish Network schedules our customers for completion as: </li></ul><ul><ul><li>AM - Job scheduled from 8am to 12pm </li></ul></ul><ul><ul><ul><li>Must be closed by 12pm </li></ul></ul></ul><ul><ul><li>PM - Job scheduled from 12pm to 5pm </li></ul></ul><ul><ul><ul><li>Must be closed by 9pm Monday – Saturday; 7pm on Sundays </li></ul></ul></ul>
  4. 4. Hub Office Hours <ul><li>The Hub’s office hours are: </li></ul><ul><ul><li>Monday – Saturday: 6:30 am to 9:00 pm </li></ul></ul><ul><ul><li>Sunday: 6:30 am to 7:00 pm </li></ul></ul>
  5. 5. Closing a Job After Hours <ul><li>If you need to close a job after hours: </li></ul><ul><ul><li>Call Dish Network to close the work order </li></ul></ul><ul><ul><li>Call Digital Dish and leave job information on the Night Voicemail box: </li></ul></ul><ul><ul><ul><li>Customer’s phone number </li></ul></ul></ul><ul><ul><ul><li>Customer’s last name </li></ul></ul></ul><ul><ul><ul><li>State the job type (Install, Upgrade, TC, etc.) </li></ul></ul></ul><ul><ul><ul><li>Equipment used with control numbers </li></ul></ul></ul><ul><ul><ul><li>Request notes to be made in Northware (if any) </li></ul></ul></ul>
  6. 6. Check-In Process <ul><li>You are required to check-in one of these two ways: </li></ul><ul><li>When you log on in the morning on the computer to check-in right before you leave to start your first job. </li></ul><ul><li>When you arrive to your first job by 8:00 and call in to the office. </li></ul><ul><li>If you check-in from your first job, then the office will </li></ul><ul><li>record your check-in time as well as record your start time </li></ul><ul><li>for that job. </li></ul>
  7. 7. General Business Information <ul><li>Generally, our busiest day is Saturday. </li></ul><ul><li>You are required to be at your first job at 8:00 am </li></ul><ul><ul><li>There are work orders written for every day, even holidays . </li></ul></ul><ul><ul><li>Due to current workloads, we work on Sundays. </li></ul></ul><ul><ul><li>You may not have to work every Sunday. </li></ul></ul>
  8. 8. Not at Home Customers <ul><li>What is a Not-at-Home Customer? </li></ul><ul><ul><li>A technician arrives at the scheduled time frame and the customer is not home. </li></ul></ul><ul><ul><li>If this happens, call the Hub and declare a Not-at-Home Customer. </li></ul></ul><ul><ul><li>Before you leave a Not-at-Home Customer’s residence, you must leave a “Sorry We Missed You Card” behind. </li></ul></ul>
  9. 9. Modifying Work Orders <ul><li>A work order is required to be modified when the customer requires different equipment than what is stated on the work order. </li></ul><ul><li>Contact Dish Network in order to modify a work order. </li></ul>
  10. 10. Tech Status & Tracking <ul><li>Call Digital Dish CSR when you arrive after the site survey is completed (call from the customer’s phone). </li></ul><ul><ul><li>Call (866) 866-8626 </li></ul></ul><ul><li>Call the Dish Network IVR system (DASH) to activate receivers or modify the work order. </li></ul><ul><ul><li>Call (866) 688-3274 (DASH) </li></ul></ul>
  11. 11. Tech Status & Tracking <ul><li>In order to close out a job, you must: </li></ul><ul><ul><li>Call from the customer’s home </li></ul></ul><ul><ul><li>Give control numbers for equipment used </li></ul></ul><ul><ul><li>Report replace or DOA equipment </li></ul></ul><ul><ul><li>Get the CRS’s name and OP ID </li></ul></ul>
  12. 12. A “No Call” and a “No Show” is grounds for immediate termination!
  13. 13. Equipment Control Numbers <ul><li>1) Warehouse staff puts stickers on part. </li></ul><ul><li>2) Warehouse issues part to tech, scans part to techs inventory. </li></ul><ul><li>3) When tech uses part, stickers are placed on service agreement. </li></ul><ul><li>4) Tech gives Digital Dish CSR control numbers. The part is then removed from the techs inventory. </li></ul>
  14. 14. Handwritten Work Orders (HW) <ul><li>A handwritten work order is an internal work order for Digital Dish. </li></ul><ul><li>If equipment is required to be replaced on a handwritten work order, you need to call Dish Network and have a work order created to change the equipment. </li></ul>
  15. 15. Field Service Manager (FSM) <ul><li>Your main contact is your Field Service Manager. </li></ul><ul><ul><li>Call your FSM for support on the following issues: </li></ul></ul><ul><ul><ul><li>Routing Issues </li></ul></ul></ul><ul><ul><ul><li>You can not complete a job </li></ul></ul></ul><ul><ul><ul><li>You are running late on assignments </li></ul></ul></ul><ul><ul><ul><li>You need information about equipment configurations </li></ul></ul></ul><ul><ul><ul><li>You need help or equipment </li></ul></ul></ul><ul><ul><ul><li>You need anything </li></ul></ul></ul>
  16. 16. Trenching Cable (Cable Burial) <ul><li>Trenching up to 50 feet is included as part of a standard installation. </li></ul><ul><li>The customer has to pay $59.00 per hour after 50 feet of trenching in order to get additional trenching. </li></ul><ul><li>If the customer does not want to pay for the additional trenching, then it must be approved by a supervisor or FSM to waive the fee to the customer for the additional trenching and pictures still must be provided. </li></ul><ul><li>If the customer requests to bury the cable themselves, a note has to be entered on the service agreement stating the “Customer has requested to bury the cable themselves,” and a note needs to be entered into the account. </li></ul>
  17. 17. Trouble Calls (TC) <ul><li>Digital Dish assumes ownership of your customer for one year, whether we did the original installation or not. It is very important that the technician fixes ALL problems from the original installation the FIRST TIME! </li></ul><ul><li>“ Bringing a job up to code” means making sure the job has been installed to the required standards and, if it is not, to make sure it is. </li></ul><ul><li>Always perform an end-to-end check before leaving! </li></ul>
  18. 18. Trouble Call Procedures <ul><li>We are to perform any labor required to fix a problem up to 2 hours. </li></ul><ul><ul><li>TC-12: 12-Day Trouble Call - When a trouble call happens within 12 days of the last time a tech was there. </li></ul></ul><ul><ul><li>TC-30: 30-Day Trouble Call - When a trouble call happens within 30 days of the last time a tech was there. </li></ul></ul><ul><ul><li>Repeat 90 TC: 90-Day Repeat Trouble Call - When a trouble call happens within 90 days of the last time a trouble call happened at that customer. </li></ul></ul>
  19. 19. Trouble Call Procedures (Cont.) <ul><li>If a customer’s equipment is out or warranty and needs to be replaced, the customer can purchase equipment from the technician. </li></ul><ul><li>A “customer caused” trouble call is when a problem is NOT directly caused by a poor installation or weather related conditions – or if the customer alters the system in any way. </li></ul><ul><ul><li>The customer must pay $59.00 per hour for the trouble call. </li></ul></ul><ul><ul><li>The customer is responsible to pay Digital Dish $59.00 per hour if the customer or “acts of God” damage the initial installation. </li></ul></ul>
  20. 20. Payment for Trouble Calls <ul><li>If the customer refuses to pay for the trouble call, contact DISH Network, explain to the CSR what the customer did to alter the system, and ask if DISH Network will waive the fee. </li></ul><ul><ul><li>Make sure to get the CSR name and OP ID. </li></ul></ul><ul><ul><li>A note must be added stating the Name and OP ID of the CSR that waived the fee. </li></ul></ul>
  21. 21. Money Collected from Customers <ul><li>Digital Dish accepts the following forms of payment: Cash, Visa, MasterCard, Discover and check. </li></ul><ul><li>You must get an approval number from the HUB for any transaction. </li></ul><ul><li>If cash is collected, it must be converted to a Money Order prior to turning it in to Data Processing. </li></ul>
  22. 22. Minimum Paperwork Requirements <ul><li>The minimum paperwork requirements for every job: </li></ul><ul><ul><li>Work Order </li></ul></ul><ul><ul><li>Service Agreement </li></ul></ul><ul><ul><li>Checklist </li></ul></ul><ul><li>For installations, DishMover, upgrades and re-installations, a customer experience checklist is also required. </li></ul><ul><li>If any additional paperwork is required, it will be identified at the bottom of the work order. </li></ul>
  23. 23. Signature Requirements <ul><li>Account holder only signatures are required: </li></ul><ul><ul><li>On installations, DISH Movers, and upgrades </li></ul></ul><ul><ul><li>Any contract required by DISH Network </li></ul></ul><ul><ul><li>Make sure there is an understanding that if the account holder is not there, then the family member who is there must sign the account holder’s name on all paperwork . . . Including contracts. </li></ul></ul><ul><li>Service or Trouble Calls: </li></ul><ul><ul><li>Any person (over 18 years old) designated by the account holder to be there can sign the paperwork. </li></ul></ul>
  24. 24. Proper Paperwork Order <ul><li>The service agreement is the first thing a Data Processor should see. </li></ul><ul><li>Any form required: </li></ul><ul><ul><li>Work Order </li></ul></ul><ul><ul><li>DHA Agreement </li></ul></ul><ul><ul><li>Existing Customer Agreement </li></ul></ul><ul><ul><li>Existing Customer 1 Year Agreement </li></ul></ul><ul><ul><li>Century Tel DHA Agreement – Century Tel jobs </li></ul></ul><ul><ul><li>AT&T Add-A-Receiver Agreement – Used for SBC Add-A-Receiver </li></ul></ul><ul><li>Turn in any money collected from customer. Make sure all money information is on the service agreement. </li></ul>