Defects, parts and follow-up work
Who this is for: field workers.
What you will learn: how to report a fault without losing the commercial or safety follow-up.
Defect or note?
| Record | Use it for |
|---|---|
| Note | A conversation, a decision, a small observation |
| Defect | A fault that needs action, parts or a return visit |
If it could injure someone, stop production or cost the customer money, it is a defect.
Record a defect
- Open the job.
- Go to the defects section.
- Choose the asset and, if relevant, the task.
- Choose a category (mechanical, electrical, fire, refrigeration, general).
- Describe the fault factually.
- Choose severity: low, medium, high or critical.
- Record the operational impact.
- Record the immediate action you took.
- Set the equipment condition and whether the asset is still available.
- List parts required.
- State whether follow-up work is needed.
- Attach a photo.
- Save.
Severity guide
| Severity | Meaning | Example |
|---|---|---|
| Low | Cosmetic or non-urgent | Missing label |
| Medium | Needs planned follow-up | Worn seal, slow leak |
| High | Significant impact or risk | Pump unavailable, circuit isolated |
| Critical | Immediate danger or total loss | Exposed live parts, fire system disabled |
Parts
When you use a part:
- Add it to the job lines.
- Set the quantity.
- Add a note if the part is a substitute.
- Tell the office if the price or part number is wrong.
If you need a part you do not carry, record it on the defect and tell the dispatcher. Do not promise the customer a date you cannot meet.
Follow-up work
A defect can create a follow-up job. Link it so the office can see:
- the original job
- the asset
- the defect
- the parts and skills needed
The follow-up job carries the history forward. The customer does not have to explain the problem again.
What to tell the customer
Keep it plain:
- what you found
- whether it is safe to use
- what you did
- what happens next
- who will contact them
Do not speculate about cost. The office quotes the work.
Check your understanding
- When is a note not enough?
- What four things make a defect actionable?
- What should you tell the customer before you leave?
Related: Working a job · Time, expenses and availability
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