table of contents – samsung washer project (swp)...the initial samsung washer project (swp)...
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Confidential Page 1 of 51 Work Instruction
Table of Contents – Samsung Washer Project
(SWP)
1. Business Requirements .............................................................................................................................. 2
2. Bonus Requirements .................................................................................................................................. 2
3. Parts Replenishment .................................................................................................................................. 3
4. Training and Program Information ............................................................................................................. 4
5. Top Loader Model to Part Kit Reference .................................................................................................... 5
6. Contacts ...................................................................................................................................................... 6
7. Web User Access ........................................................................................................................................ 8
8. Creating Additional Users in the NSA System ............................................................................................ 9
9. Edit a User in the NSA System .................................................................................................................. 10
10. Change a User Password in the NSA System ............................................................................................ 11
11. Initial Service Call Dispatch from NSA ...................................................................................................... 12
12. NSA Service Order .................................................................................................................................... 13
13. Repair Inquiry - Looking Up a Repair in the NSA System ......................................................................... 15
14. Review Open Dispatches in the NSA System ............................................................................................ 16
15. SWP Calendar Dashboard ......................................................................................................................... 17
16. Editing/Adding Availability ....................................................................................................................... 26
17. Reschedule Service Date .......................................................................................................................... 29
18 Logging Customer Communications ......................................................................................................... 33
19 Upload a File or Picture in the NSA System .............................................................................................. 34
20 Completing (Closing out) or Cancelling a SWP Repair in the NSA System ............................................... 36
21 Mobile Website Instruction ...................................................................................................................... 39
22 Billing / Payment ...................................................................................................................................... 44
23 Process Documents and Polices ............................................................................................................... 46
24 Repair Documents / Service Manuals and Triage Help ............................................................................ 47
25 Manage NSA Documents Required for Business Operation .................................................................... 49
26 SWP Picture Requirements ...................................................................................................................... 51
Confidential Page 2 of 51 Work Instruction
1. Business Requirements
1.1. PAYMENT-The following (2) requirements have to be fulfilled for Payment:
1.1.1. New Picture Requirements – Samsung is requiring three (3) pictures on
completed repairs The pictures required:
1.1.1.1. Model/Serial Number Plate: This requirement has been in place
since the beginning of the program and is unchanged.
1.1.1.2. Installed Repair- Left Side: Picture of the left side hardware installed;
S-Hook, Nut & Bolt or Bracket. See Section 26 for hardware locations.
1.1.1.3. Installed Repair- Right Side: Picture of the right-side hardware
installed; S-Hook, Nut & Bolt or Bracket. See Section 26 for hardware locations.
1.1.2. The 15th character of the unit serial number must be updated in the either the
mobile web-site or the SWP-Close Repair functionality.
1.2. Customers now set their schedule date and the servicer must contact the customer
and either confirm the customers schedule date or reschedule to an agreed upon
service date.
1.3. Please contact Patty Spadafore with questions/direction for background checks,
addendums and paperwork.
1.4. Technicians entering the home must have a current National background check
1.5. Business must have liability insurance.
1.6. Master agreement, addendum, and tax documents must be completed and signed.
1.7. This special project cannot reduce regular service capacity
2. Bonus Requirements
2.1. Bonus- Customer is contacted and the schedule date is confirmed (Confirm Schedule
Date Button) or changed within 2 business days of the dispatch notification, or least
3 documented contact attempts placed in the service order notes.
2.2. Bonus- Repair completed on or before the scheduled date. Preferably from the
customer’s home whenever cell service is available.
2.3. Bonus - Serial number picture and installed hardware pictures are uploaded to the
work order.
2.4. Bonus – We did not need to call or email you to accomplish the other 3 bonus items
2.5. Overall Turn Time. <10 Business days create to close
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3. Parts Replenishment
3.1. Email replenishment requests 10 days in advance
3.2. Email the following information to: [email protected]
3.2.1. Subject Line: Replenishment Order
3.2.2. Body of Email:
3.2.2.1. Business Name
3.2.2.2. Contact Persons Name
3.2.2.3. Contact Phone Number
3.2.2.4. Contact Email Address
3.2.2.5. Quantity:
3.2.2.5.1. X Qty: DC82-01097W – S Pin Modification kit (Most Common)
3.2.2.5.2. A Qty: DC82-01097X - Bolt and Nut Modification Kit
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4. Training and Program Information
4.1. Training videos, Samsung Washer Model to Part# Cross Reference, Special Tools and
Tool Video, User Guide and other program documents
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5. Top Loader Model to Part Kit Reference
Washer Model Style of Kit Part #
WA400PJHDWR/AA "S" Pin DC82-01097W
WA40J3000AW/A2 "S" Pin DC82-01097W
WA422PRHDWR/AA "S" Pin DC82-01097W
WA456DRHDSU/AA "S" Pin DC82-01097W
WA456DRHDWR/AA "S" Pin DC82-01097W
WA45H7000AP/A2 "S" Pin DC82-01097W
WA45H7000AW/A2 "S" Pin DC82-01097W
WA45H7200AP/A2 "S" Pin DC82-01097W
WA45H7200AW/A2 "S" Pin DC82-01097W
WA45K7100AW/A2 Metal Bracket DC82-01097Y
WA45K7600AW/A2 Metal Bracket DC82-01097Y
WA476DSHASU/A1 Bolt & Nut DC82-01097X
WA476DSHAWR/A1 Bolt & Nut DC82-01097X
WA484DSHASU/A1 Bolt & Nut DC82-01097X
WA484DSHAWR/A1 Bolt & Nut DC82-01097X
WA48H7400AP/A2 "S" Pin DC82-01097W
WA48H7400AW/A2 "S" Pin DC82-01097W
WA48J7700AW/A2 "S" Pin DC82-01097W
WA48J7770AP/A2 "S" Pin DC82-01097W
WA48J7770AW/A2 "S" Pin DC82-01097W
WA50F9A6DSW/A2 "S" Pin DC82-01097W
WA50F9A7DSP/A2 "S" Pin DC82-01097W
WA50F9A7DSW/A2 "S" Pin DC82-01097W
WA50F9A8DSP/A2 "S" Pin DC82-01097W
WA50F9A8DSW/A2 "S" Pin DC82-01097W
WA50K8600AV/A2 Metal Bracket DC82-01097Y
WA50K8600AW/A2 Metal Bracket DC82-01097Y
WA52J8060AW/A2 "S" Pin DC82-01097W
WA52J8700AP/A2 "S" Pin DC82-01097W
WA52J8700AW/A2 "S" Pin DC82-01097W
WA5451ANP/XAA Bolt & Nut DC82-01097X
WA5451ANW/XAA Bolt & Nut DC82-01097X
WA5471ABP/XAA Bolt & Nut DC82-01097X
WA5471ABW/XAA Bolt & Nut DC82-01097X
WA56H9000AP/A2 Bolt & Nut DC82-01097X
WA56H9000AW/A2 Bolt & Nut DC82-01097X
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6. Contacts Position Responsibility Name Email Phone
NSA Call
Center
Scheduling and
Follow-up on
Service Orders
NSA Call
Center 801-503-9814
Samsung
Recall Call
Center
Customer Contact
direct to Samsung Samsung
866-264-5636
(8AM to 10PM
EST, 7 days a
week)
Samsung
Repair Call
Center
Customer to call to
schedule a normal
washer repair
Samsung 800-726-7864
Regional
Manager
Northeast
Daily contact
person.
Escalations, Project
questions, Reports,
billing, etc..
Bob
Garofalo [email protected] 385-282-6000
Regional
Manager
Southeast
Daily contact
person.
Escalations, Project
questions, Reports,
billing, etc..
Jackie
Garofalo [email protected] 385-259-6434
Regional
Manager
Midwest
Daily contact
person.
Escalations, Project
questions, Reports,
billing, etc..
Brady
Knight [email protected] 801-208-9859
Regional
Manager
West
Daily contact
person.
Escalations, Project
questions, Reports,
billing, etc..
Alan
Knight [email protected] 801-208-5533
Administrative
Background checks
and all business
paperwork and
addendums
Patty
Spadafore [email protected] 385-245-2942
NSA System
Support-
Training
Setting-up routes,
provide training
and answer NSA
system questions
Jeff
Frazier [email protected] 385-212-2875
Part
Replenishment
Part Kit
Replenishment NSA [email protected]
Samsung
Washer
Project
Manager
Overall
responsibility for
project
Charles
Chappell [email protected] 801-413-1992
6.1 Regional Manager Map
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7. Web User Access
7.1. When your DEPOT is initially created in the NSA system you will be provided with a login
and password.
7.2. To access the NSA System, go to https://nationalservicealliance.com/login.php
7.3. If you do not have a login or have forgotten your login contact NSA at
[email protected] or 385-212-2875
7.4. Once logged into the system you will be presented with a basic overview screen
defaulted to the dashboard view similar to the one displayed below on Screen Shot 1.
Screen Shot1
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8. Creating Additional Users in the NSA System
8.1. You can create additional users in the NSA system by selecting the “ADMIN” tab and
selecting “Create New User” as shown below on Screen Shot 37.
Screen Shot 37
8.2. Once selected the “Create Service Facility User” screen as shown below on Screen Shot
38 below.
Screen Shot 38
8.3. Enter all required information, the password must consist of eight or more characters,
and at least one number, and one letter. Special characters are not supported; such
as, &*%$, etc. The password is also case sensitive.
8.4. Select “Create User” to create the new user, with a temporary password.
8.5. When the user logs in for the first time they will have to update their password.
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9. Edit a User in the NSA System
9.1. To edit a user, select “Admin” and “Edit Users” as shown above on Screen Shot 37 and
the “Edit Users” screen will be displayed as shown below on Screen Shot 39.
Screen Shot 39
9.2. Select the “User Name” to edit the user as shown below on Screen Shot 40.
Screen Shot 40
9.3. You make uncheck the “Active” box to deactivate the user but retain the information
for future reactivation.
9.4. You may change the user’s first name, last name, and email address. Select “Update”
to apply the changes. You can use the browser back button to return to the previous
screen.
9.5. Select the “Delete User” button to delete the user.
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10. Change a User Password in the NSA System
10.1. Note that the primary user password created by NSA must be reset by your NSA client
manager. If you forget the password or want to change the password request the
client manager to reset the password. You will be provided with a temporary password
that will allow you to log in and create a new password.
10.2. All user’s that are created by the primary user can have the password reset by
selecting “Admin”, selecting “Edit Users”, and selecting “Reset” as shown in Screen
Shots 37 and 39 above.
10.3. Once selected the “Set Temporary Password” screen will be displayed as shown on
Screen Shot 41 below.
Screen Shot 41
10.4. Enter a temporary password and select the “Change Password” button.
10.5. Provide the user with the temporary password and direct them to logon and create
a new password.
10.6. The system will require them to create a new password on the first logon to the NSA
system.
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11. Initial Service Call Dispatch from NSA
11.1. The initial Samsung Washer Project (SWP) dispatch from NSA will be received as an
email to the email address provided by you and will look similar to Screen Shot 2
below. This will vary based on the client.
Screen Shot 2
11.2. This email alerts you that the dispatch is now in the NSA System, and has been auto-
accepted to your service depot.
11.3. If you are not able to accept the dispatch, please contact your NSA Region Manager
to inform them you will not be able to accept this dispatch.
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12. NSA Service Order Access the service order:
12.1. NSA Service Orders are separated in to the following (3) sections:
Screen Shot 10
12.1.1. Service Order Info, Product and Warranty Info and “Tabs”. See Screen Shot 10 above.
12.1.2. Service Order Info; Header information that includes the NSA Service Order#,
Dispatch number, client case#, customer first and last name, scheduled / rescheduled
service date and the date-in (date dispatch is created).
12.1.3. Product and Warranty Info: Model and serial number and date of purchase.
12.1.4. Tabs: This section is where all of the customer, part(s), complaint and comments
(notes) fields, attachments, displayed escalations, email and payment information. The
following tabs are displayed for the Samsung Washer Project (SWP)
12.1.4.1. Money: Not applicable for this project
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12.1.4.2. Cust: Customer address, phone and email information. The user can update
these fields.
12.1.4.3. Parts: Not applicable for this project
12.1.4.4. Notes: This is where the customer complaint is located.
12.1.4.5. Files: This is where the user attaches pictures of the Mod/Serial# plate,
damage or any requested documents. Files can be attached on open, close and
even cancelled service orders. The user has to save the electronic copy of the
picture/document to the same device hard drive or LAN that the NSA system is
being accessed on.
12.1.4.5.1. User selects “Files” tab
12.1.4.5.2. User selects “Select File to Upload”
12.1.4.5.3. User navigates to where the electronic copy of the picture/document
is located.
12.1.4.5.4. User selects the file and selects “Open” button
12.1.4.5.5. REQUIRED FIELD: User selects the file “Type” for the picture that is
being uploaded.
12.1.4.5.5.1. Type “Picture-Model Serial Number Plate” is Required for
uploading the Samsung Model/Serial Plate.
12.1.4.5.5.2. Type “Repair – Left Side” is Required for uploading the picture
of the hardware installation on the left side of the unit.
12.1.4.5.5.3. Type “Repair – Right Side” is Required for uploading the
picture of the hardware installation on the right side of the unit.
12.1.4.5.5.4. Other options include for damage. User can select “Misc” for
any not listed picture types.
12.1.4.5.6. User enters Description of picture/document
12.1.4.5.7. User selects “Upload” to attach the file
12.1.4.6. SC Details: ALL the servicer, customer, product, parts and complaint
information on one tab.
12.1.4.7. Escalations: Not used right now for SWP. Allows the servicer to see
Admin/Client Escalations
12.1.4.8. Emails: Servicer can email NSA support. User selects “Create Email to NSA
Support” and record your email as the “Reply to address”.
12.1.4.9. PMT: This is where the billing submittal and claim payment information for
this specific service order is displayed.
12.1.4.10. Communication: This is the similar to the “New Communication” functionality
as in the SWP Scheduling Queue to log a communication (inbound or outbound)
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13. Repair Inquiry - Looking Up a Repair in the NSA System
13.1. To look up any repair in the NSA system navigate to Work Order; Repair Inquiry as
shown below on Screen Shot 6.
Screen Shot 6
13.2. Once selected the “Repair Inquiry” screen will be displayed as shown below on
Screen Shot 7.
13.3. Selecting the “Search” button with no changes will display ALL service orders. You
may populate any data fields to narrow the search parameters.
13.4. You can filter the search by selecting the “Master Code” to SWP to narrow the search
data to SWP orders.
13.5. You can filter the search by selecting the “Status” to narrow the search to a specific
status type. Selecting “Open Service Orders” to search for only open service orders.
13.6. All parameters may be selected at the same time; i.e., set “Master Code”, set
“Status”, enter data to search and select the “Search” button.
13.7. When search is completed it will display the specific service order or a list of service
orders that meet the selected criteria.
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14. Review Open Dispatches in the NSA System
14.1. You make view all open dispatches in the NSA system by selecting Work Orders; Open
Dispatches as shown on Screen Shot 8 below.
Screen Shot 8
14.2. Select the down arrow to select the “Master Code” from the drop-down list, and
select Master Code “SWP” and “Search”. All open dispatches will be displayed for the
selected vendor as shown below on Screen Shot 8A, and 9A & 9B
Screen Shot 8A
Screen Shot 9A & 9B
14.3. You can select the SO# link to open the service work order to review all details, or
select the “Close Repair” action link to close out the service work order.
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15. SWP Calendar Dashboard
15.1. SUCCESS: At the end of the work day there are NO Yellow or Red records on the
dashboard.
15.2. Calendar Dashboard allows user manage new and in process SWP dispatches in a
calendar format. See screen shot 3 below.
15.3. The header section of the calendar is divided into Confirmation/Scheduling of
inbound dispatches and Past Schedule Date (Past Due) service orders.
Screen Shot 3
15.4. Confirmations: Inbound dispatches where the user needs to contact the customer
and confirm the Customers Requested Date or schedule a new service date. The
Confirmation dashboard is divided into Current (BONUS-with-in 48 working hours) and
Past Due (> 48 Working Hours)
15.4.1. Current (Bonus Eligible): Dispatches received, less than 48 hours that need
to have the customer contacted and their requested service date
“Confirmed” or scheduled to a new service date.
15.4.2. Past Due (Outside of Bonus): Dispatches received that are outside of the
initial 48 working hours contact time.
15.4.3 Contact Attempts: Each time the user logs a communication attempt, the
record advances to the next contact attempt. When the user records (4)
contact attempts, unless there is a known valid reason for not contacting
the customer, the user should cancel (VOID) the dispatch in the Work
Orders; SWP-Close Repair functionality
15.4.3.1 1st Attempt
15.4.3.1.1 Yellow: This is the default, where the dispatch is
displayed when it first arrives. There are 0
Communication Attempts on the record and the record
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is with-in the 48 Working Hour Bonus time period.
Attempt to contact the customer immediately and
confirm/schedule the customer or log the
communication attempt.
15.4.3.1.2 Red: This is the default, where the dispatch is displayed
when it first arrives. There are 0 Communication
Attempts on the record and the record is OUTSIDE of the
48 Working Hour Bonus time period and NO attempts
have been logged. User should immediately attempt to
contact the customer immediately and confirm/schedule
the customer or log the communication attempt.
15.4.3.2 2nd and 3rd Attempt (Yellow): These are logged additional contact
attempts with-in the 48-working hour window.
15.4.3.3 2nd and 3rd Attempt (Red): These are logged additional contact
attempts OUTSIDE of the 48-working hour window.
15.4.3.4 4th Attempt: User cancels (VOIDS) the dispatch in Work Orders;
SWP-Close Repair functionality. There is no requirement to
communicate the cancellation as Samsung will be notified
systematically of the cancellation and the reason; “Could not
Contact Customer”
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15.4.4 Processing Confirmations
15.4.4.1 Select the Hyper-linked CURRENT or PAST DUE number for the
records to view and one of the following two screens will display
15.4.4.2 Select the Hyper-Linked Confirm/Log Comm or Hyper-Linked Case
number to open up the Service Call Request Scheduling Screen.
(see screen shot below)
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15.4.4.3 Contact the customer and take one of the following actions (See
Screen Shot Below):
15.4.4.3.1 Confirm Current Schedule: User confirms w/customer
they can be on-site on the requested date and set’s the
service time. Servicer selects this button to confirm the
schedule date
15.4.4.3.2 Change Schedule (See Scheduling Instructions Below):
User selects this button to schedule with the customer a
different service date and time.
15.4.4.3.3 Log Only Communication: If the user is unable to reach
the customer, the user selects the appropriate type
(Phone-Left Message or Phone-No Answer) and selects
the Log Only Communication Button to record the
attempt.
12.4.3.3.3.1: User can also log attempts for emails or text
messages sent.
15.5. Scheduling Functionality.
15.5.1. User selects “Change Schedule” button to set a new scheduled service date
15.5.2. Select Hyper-link on date to schedule to display the availability
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15.5.3. Place pointer over the Route to schedule the call to
15.5.4. Confirm information and select “Schedule”
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15.6 Past Schedule Date: Service orders that have gone past the scheduled service date and
have not been closed out in the NSA system. See screen shot below
15.6.1 Yesterday: Service Orders past due by 1 day. NOTE: These may be completed
BUT not closed out in the NSA system. User needs to determine if the repair
was done and if not, was the customer notified/is the tech completing today
etc.?
15.6.1.1 Repair Completed: Need to obtain the required pictures and
then close out the repair in the NSA System: Work Orders; SWP-Close
Repair
15.6.1.2 Repair Not Completed: User needs to resolve why the repair
was not completed and contact the customer to reschedule
15.6.2 Aged: Service Orders past due by MORE than 1 day. NOTE: These may be
completed BUT not closed out in the NSA system. User needs to determine if
the repair was done and if not, was the customer notified/is the tech
completing today etc.?
15.6.2.1 Repair Completed: Need to obtain the required pictures and
then close out the repair in the NSA System: Work Orders; SWP-Close
Repair
15.6.2.2 Repair Not Completed: User needs to resolve why the repair
was not completed and contact the customer to reschedule
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15.6.3 Contact Attempts: Each time the user logs a communication attempt, the
record advances to the next contact attempt. When the user records (4)
contact attempts, unless there is a known valid reason for not contacting
the customer, the user should cancel (VOID) the dispatch in the Work
Orders; SWP-Close Repair functionality.
15.6.3.1 ~ 1st Attempt
15.6.3.1.1 Yellow: This is the default, where a past due from
yesterday is displayed. There are 0
Communication Attempts on the record.
Determine if the repair was completed and
needs to be closed out or determine why it
was not completed, resolve the issue and
attempt to contact the customer to
reschedule or log a communication
attempt.
15.6.3.1.2 Red: This is where a past due greater than 1 day
from the scheduled date is displayed. Determine
if the repair was completed and needs to be
closed out or determine why it was not
completed, resolve the issue and attempt to
contact the customer to reschedule or log a
communication attempt.
15.6.3.2 ~ 2nd and 3rd Attempt (Red): These are logged
additional contact attempts outside of one business
day
15.6.3.3 ~ 4th Attempt: User cancels (VOIDS) the dispatch in
Work Orders; SWP-Close Repair functionality. There is
no requirement to communicate the cancellation as
Samsung will be notified systematically of the
cancellation and the reason; “Could not Contact
Customer”
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15.6.4 Processing Past Dues
15.6.4.1 Select the Hyper-linked YESTERDAY or AGED number for
the records to display records
15.6.4.2 Determine if the repair was done and just needs to be
closed out or the call was missed and once the reason of
missing the call is resolved, contact the customer to
reschedule the service call.
15.6.4.3 User takes one of the following actions (see Screen Shot
Above):
15.6.4.3.1 Close-out the Service Call: Select the “Close”
hyper-link to open the close repair screen. Ensure
the picture is attached or attach the required
mod/serial# picture. Select the appropriate action
and close out the repair to bill.
15.6.4.3.2 Cancel the Service Call: Customer has either
indicated they want to cancel the repair or 3
attempts have been made to contact the
customer. User Selects the “Close” hyper-link and
selects the Action VOID-DO NOT BILL. User selects
the reason and records a comment in the Close
Repair screen.
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15.6.4.3.3 Reschedule/Log Communications (See Screen
Shot Below):
15.6.4.3.3.1 Reschedule: User selects this button to
schedule with the customer a rescheduled
service date and time.
15.6.4.3.3.2 Log Only Communication: If the user is
unable to reach the customer, the user
selects the appropriate type (Phone-Left
Message or Phone-No Answer) and selects
the Log Only Communication Button to
record the attempt.
15.6.4.3.3.2.1: User can also log attempts for
emails or text messages sent.
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16. Editing/Adding Availability
16.1 The user can either edit an existing date or add availability to a specific calendar date
at any time.
16.1. Servicer will need to know the ROUTE NAME and the number of calls to add.
16.2. NSA System: Go to: Service Calls; Edit Availability
16.3. EDIT a Date:
16.3.1. User selects the route name of the date to edit
16.3.2. User confirms the route name, enters the number of calls for that route for
that date and selects “Update” to add the availability
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16.4. ADD a Date: This may be to add a weekend date to the schedule
16.4.1. COPY the Route name you want to add availability too.
16.4.2. “Group” is the default ‘Group Name”. if this name is different you will need
to change the default when adding the new availability record
16.4.3. Select “Add New Availability Record”
16.4.4. User does the following:
16.4.4.1. PASTES the Route Name to the Route Name field (This has to
be an EXACT match)
16.4.4.2. Using the calendar, choose the date to add.
16.4.4.3. Key in the number of calls for that date
16.4.4.4. GROUP NAME: If the route uses the default name “Group”, no
action necessary. If the Route has a different Group names, the user must
key in the routes Group Name. (This has to be an EXACT match)
16.4.4.5. Select “Add Availability” to add the new record
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17. Reschedule Service Date
Access the service order:
Screen Shot 11
17.1 Once a service order / case number is opened in the NSA system via repair inquiry, open
dispatches, etc., the default “Work order Information” screen will be displayed as shown
above on Screen Shot 11.
17.2 RESCHEDULE: If circumstances arise that the established service date needs to be
changed, the user MUST update the service order in the NSA system to the new agreed
upon date.
17.3 To update the NSA service order to a new scheduled service date, the user does the
following:
17.3.1 User selects the “RESCHEDULE” button, Screen Shot 11 above.
17.3.2 The “Dispatch Rescheduling” screen will be displayed as shown below on
Screen Shot 12.
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Screen Shot 12
17.3.3 Select Reschedule Reason. Record Reschedule Comment if applicable
17.3.4 Select “Reschedule” to choose date.
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17.3.5 Select Hyper-link on date to schedule to display the availability
17.3.6 Place pointer over the Route to schedule the call to
17.3.7 Confirm information and select “Schedule”
17.3.8 The successful reschedule message will appear. See Screen Shot 13
below.
Screen Shot 13
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17.4 To view the scheduled/rescheduled date, in the 1st section of the service order,
“Service Order Info”, column 4, the entered “Sched Date:” is displayed. See Screen
Shot 14.
Screen Shot 14
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18 Logging Customer Communications 18.1 When either the customer call in or the servicer calls out to the customer, a communication
needs to be logged.
18.2 Access the service order by going to Work Orders; Repair Inquiry and enter the search criteria
to find the customers dispatch. See Screen Shot 15 below
Screen Shot 15
18.3 Select the “Add Communication” to record contact. See Screen Shot 15 above.
18.4 To record the contact, record the following – See Screen Shot 15A below:
18.4.1 Select the “Type” of contact.
18.4.2 Select whether the direction is either “Inbound or Outbound”
18.4.3 Record the note of what the contact was about
18.4.4 Select “Add” to record the contact
Screen Shot 15A
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19 Upload a File or Picture in the NSA System
19.1 In the NSA system; Go to: Work Orders; Repair Inquiry
19.2 From the Service Order, 3rd section; “Tabs”, Select the “FILES” tab in the middle of the
screen.
19.3 Click “Select File to Upload” as shown in Screen Shot 16 below and browse to the file you
need to attach.
Screen Shot 16
19.4 Browse to the file you want to attached and Click “OPEN” in windows to capture the file.
See Screen Shot 17 below.
Screen Shot 17
19.5 Click the drop-down arrow by “TYPE” and select the file type to save as shown in Screen
Shot 18. Three (3) attachments are required for close-out:
19.5.1 Model/Serial Number Picture: MUST select “Type” Picture-Model Serial
Number Plate for the system to allow close out
19.5.2 Repair – Left Side: MUST select “Type” Repair-Left Side for the system
to allow close out
19.5.3 Repair – Right Side: MUST select “Type” Repair-Right Side for the
system to allow close out
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Screen 18
19.6 In the “Description” box enter the description of the file, then click “UPLOAD” to upload
the file into the NSA system. See Screen Shot 19 below
Screen 19
19.7 Once completed the file name and link will be listed on the screen as shown below on
Screen Shot 20. Select the “Upload Time” link to view the attachment.
Screen Shot 20
19.8 If you are uploading “Damaged” pictures, when choosing the ‘Type”, select the picture
location that best describes the picture. Please ensure your NSA Regional Manager is
notified that the damaged pictures are uploaded to the service order.
19.9 If you are not able to upload the needed form or picture, contact your NSA Regional
Manager for assistance.
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20 Completing (Closing out) or Cancelling a SWP Repair in the NSA System
20.1 To complete (close out) or cancel a repair in the NSA system, navigate to the Work Orders;
SWP – Close Repair option as shown below on Screen Shot 21.
Screen Shot 21
20.2 Once selected the default “Repair Lookup” screen by vendor will be displayed as shown
below on Screen Shot 22. You can search by any field, or select “Search” with no field
populated, and a list of all open repairs for the vendor will be displayed as shown in Screen
Shot 23
Screen Shot 22
Screen Shot 23
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20.3 Select the service order link to open the close repair option as shown below on Screen Shot
24
Screen Shot 24
20.4 Enter the “Run Date” – date the modification was completed.
20.5 Confirm/Edit the Serial number. Ensure the serial number is 15 Characters long. If serial
number is not correct – payment will either be delayed or not paid.
20.6 Select the correct Action:
20.6.1 Repair Successful (Labor Paid): The modification was done and completed
successfully
20.6.2 Attempted-Washer Not Repairable (Labor Paid): Servicer went on site AND
attempted the modification, but was not successfully. Must enter comment
to why it was not successful. This is NOT to be used if you go on-site and
customer no show or the call was cancelled by Samsung.
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20.6.3 Void-Do Not Bill: Cancel a service order. User must do the following:
20.6.3.1 Select the Cancel Reason from the Drop Down Box (See Screen Shot
Below)
20.6.3.2 Record a comment in the Comments Field
20.7 Confirm Labor (Note: When Bonus is implements the labor rate will be $50.00 and the
bonus paid on the backend)
20.8 Attachments: Three picture attachments are required; Model/Serial number plate, Repair
Left Side and Repair-Right Side.
20.8.1 Model/Serial Number Picture: MUST select “Type” Picture-Model Serial
Number Plate for the system to allow close out
20.8.2 Repair – Left Side: MUST select “Type” Repair-Left Side for the system
to allow close out
20.8.3 Repair – Right Side: MUST select “Type” Repair-Right Side for the
system to allow close out
20.9 Once all data is verified as correct select the “Submit” button to close and bill or cancel the
service order.
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21 Mobile Website Instruction
21.1 Mobile website URL: https://nationalservicealliance.com/mobile
21.2 Mobile web-site functionality:
21.2.1 Search for and review open service orders
21.2.2 Uploading the serial number picture
21.2.3 Completing (Closing out) or Cancelling the service order
21.3 Utilizing the mobile website:
21.3.1 Via an internet browser on their smart phone, the user goes to
https://nationalservicealliance.com/mobile
21.3.2 User enters their NSA user name and their password. See Screen Shot
25 below.
Screen Shot 25
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21.3.3 User can search the following methods (See Screen Shot 25A below):
Screen Shot 25A
21.3.3.1 Today’s Calls: User selects “Today’s Calls” to display all
of calls schedule for the today. Repairs are listed in alpha
number order by case number.
21.3.3.2 Tomorrows Calls: User selects “Tomorrows Calls” to
display all of calls schedule for tomorrow. Repairs are listed in
alpha number order by case number.
21.3.3.3 SO Lookup: (Service Order): User can look up All, Open
and Closed SWP repairs. User can search by a single or
multiple criteria:
21.3.3.3.1 SO#: NSA servicer order number
21.3.3.3.2 Case: The Samsung provided case number. This
is the customers reference number
21.3.3.3.3 Last Name: Customers last name
21.3.3.3.4 Zip Code: Customers zip code
21.3.3.3.5 Status: All, Open or Closed service orders
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21.3.4 User selects the service order to close. See Screen Shot 25B.
Screen Shot 25B
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21.3.5 To close and bill the service order. See Screen Shot 25C below.
21.3.5.1 Confirm serial# (Serial number should be confirmed
PRIOR to starting modification) or edit the serial number to
ensure 15 Characters are in the serial number.
21.3.5.2 Select the correct Action:
21.3.5.2.1 Repair Successful (Labor Paid): The
modification was done and completed
successfully
21.3.5.2.2 Attempted-Washer Not Repairable (Labor
Paid): Servicer went on site AND attempted the
modification, but was not successfully. Must
enter comment to why it was not successful.
This is NOT to be used if you go on-site and
customer no show or the call was cancelled by
Samsung.
21.3.5.2.3 Void-Do Not Bill: Cancel a service order. User
must do the following:
21.3.5.2.3.1 Select the Cancel Reason from
the Drop Down Box (See Screen Shot
Below)
21.3.5.2.3.2 Record a comment in the
Comments Field
21.3.5.3 Select “Add Picture” to start your camera’s phone. And
upload (3) Pictures:
21.3.5.3.1 Model/Serial Number Picture: MUST select
“Type” Picture-Model Serial Number Plate for
the system to allow close out
21.3.5.3.2 Repair – Left Side: MUST select “Type” Repair-
Left Side for the system to allow close out
21.3.5.3.3 Repair – Right Side: MUST select “Type” Repair-
Right Side for the system to allow close out
21.3.5.4 Select “Submit” to Close and Bill the service order
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Screen Shot 25C
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22 Billing / Payment
22.1 Billing submittal information can be obtained on the PMT tab of the service order. It is
important to note that date submitted information is the date submitted to NSA. The
actual date that NSA submitted to billing to the client may be different.
22.2 Payment information is available in (2) places in the NSA system:
22.2.1 In the Service Order, PMT tab, any payment information is recorded for
the specific service order accessed.
22.2.2 To view all service order payment information, go to; Billing; Third Party
PMT Inquiry. See Screen Shot 26 below
Screen Shot 26
22.2.2.1 Either select SWP (or other client) from the Third Party
drop-down box to view the specific payments or leave the
Third Party drop-down blank to select all payments based on
the criterial entered below.
22.2.2.2 Enter specific criterial and/or date range or leave blank
to search for all payments for the Third Party selected.
22.2.2.3 Change the “View By” radio button to “Service Order
View”.
22.2.2.4 Select “Submit” to display payments based on the Third
Party and Criteria entered. See Screen Shot 27 below.
Screen Shot 27
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22.2.2.5 Payments are displayed current at top and oldest at the
bottom. The user can download the payment file to EXCEL by
selecting the “Download as Excel Spreadsheet” button on the
right side of the screen. See screen Shot 28 below.
Screen Shot 28
22.2.3 Payment inquiries should be directed to your NSA Regional Manager
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23 Process Documents and Polices
23.1 Documents that provide instructions on how to use the NSA System, program
overviews, policies, guidelines, and required paperwork can be downloaded from the NSA
website by accessing Downloads; NSA Documents, or the desired vendor, as shown below
on Screen Shot 29.
Screen Shot 29
23.2 Once selected a listed of available documents will be displayed as shown below on
Screen Shot 30. Select the desired document and a PDF file will be downloaded.
Screen Shot 30
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24 Repair Documents / Service Manuals and Triage Help
24.1 Repair documents, videos and service manuals can be downloaded from the NSA website
by accessing Triage; Repair DOCS / Manuals, as shown below on Screen Shot 31.
Screen Shot 31
24.2 Once selected a selection box will be displayed as shown on Screen Shot 32 below. Click
the drop-down arrow and select the Owner (Mfr) desired; i.e. Samsung Washer Project,
Tempur-Pedic, Enovate, Sharp Commercial Microwave, etc.
Screen Shot 32
24.3 Now select the “Display Documents” button as shown below on Screen Shot 33.
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Screen Shot 33
24.4 A list of available documents and videos will be displayed as shown below on Screen Shot
34. Select the desired manual and a PDF file will be download.
Screen Shot 34
24.5 If you are not able to locate the desired manual, please contact your NSA Regional Manager
for additional assistance.
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25 Manage NSA Documents Required for Business Operation
25.1 To review all documents required for business select Admin; Document Management, as
shown below on Screen Shot 35.
Screen Shot 35
25.2 All required documents can be downloaded from the NSA system by going to: Downloads;
NSA Documents and downing the appropriate “Doc Review” document
25.3 Once selected a list of all documents you have on file will be displayed with dates. Any
document with a RED date is in need of updating.
25.4 Servicer must sign the Samsung Washer Addendum via DocuSign. See Patty in contacts for
details.
25.5 ALL Servicers MUST have the following current Documents:
25.5.1 Background Check; PlusOne or CheckR preferred. Any other type of
background check MUST be submitted to NSA for review and either
acceptance or to instruct the servicer to go to CheckR for their
background check.
2.5.1.1 CheckR: NSA will pay for your first background check and only
ask to be reimbursed if we dispatch more than 12 repairs to you within
a 12-month period. This means there is no risk or reason for delay. The
$40 cost will only be deducted from your account with us if we provide
ample opportunity to you. To use this service, simply follow the link
below and notify us when complete.
• CheckR Link:
https://checkr.com/apply/nationalservicealliance/8be37bbf3ece
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2.5.1.2 PlusOne: If you want to pay for a widely accepted PlusOne
background check or if you already have a PlusOne account. PlusOne is
accepted by many other companies in the service industry, and many
providers in our network use this service. The cost for this premium
service is $69.99 and is paid directly to PlusOne by you. The link for this
service is
• PlusOne Link: https://screeningsplus.plus1solutions.net/nati841213928/
*** If you are a member of PlusOne already please contact Patty Spadafore at
[email protected] and she will work w/you to connect your PlusOne
account to NSA.
25.5.2 Insurance: Servicer must have current commercial liability insurance
and provide a COI w/National Service Alliance, 6762 South 1300 East,
Salt Lake City, UT 84121 as the certificate holder.
25.5.3 W9 – Completed and signed. Please ensure the “Name Shown on Your
Income Tax Return” is the same name on the SS# or EIN number
recorded as the Tax ID Number.
25.5.4 Sales Tax Form: Please provide your sales tax-exempt ID so NSA and
client are not responsible for state part sales tax on parts provided to
you by the client. If no Sales Tax ID is required in your state, please write
“Not Required” in the body of the form sign, date and return to NSA. If
a Sales Tax-Exempt number is required AND your state is NOT listed.
Please write your state name and the sales tax-exempt number in the
body of the form and sign, date and return to NSA.
25.5.5 Electronic Fund Transfer (EFT): NSA can only deposit INTO and cannot
withdraw FROM your bank account. Please provide a voided business
check so the routing and account number can be entered to pay you
labor and if applicable parts and special charges by EFT.
25.5.6 NSA Master Agreement: Please sign and date and return page 1 with
the business name information and page 6, the signature/date page to
NSA
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26 SWP Picture Requirements
26.1 Effective January 9, 2017
26.2 Three Pictures required for Closing out on the mobile site and in Work Orders; SWP Close
Repair. (See Pictures)
26.2.1 Model/Serial Number Picture: MUST select “Type” Picture-Model Serial Number
Plate for the system to allow close out
26.2.2 Repair – Left Side: MUST select “Type” Repair-Left Side for the system to allow
close out
26.2.3 Repair – Right Side: MUST select “Type” Repair-Right Side for the system to allow
close out
Picture of Nut & Bolt repair Picture of S hook repair Picture of Bracket repair
Picture taken from the Picture taken either top down Picture taken as a “selfie”
underside of the washer lid or from the side. Similar to model serial plate