Installation Guidelines

1.0 PURPOSE: The purpose of this Work Instruction (WI) is to define the equipment installation process, assign responsibility and define proper documentation for device installation requirements.

2.0 SCOPE: This procedure outlines the requirements for scheduling, performing and completing device installation.

It is the responsibility of the Manager of Field Services to ensure that each Field Service Tech (FST) is trained and capable of fulfilling the requirements of this work instruction.

It is the team member’s responsibility to understand and abide by the requirements within this work instruction.

A: Field Service Report (FSR)

B: Installation Request Checklist (RSM will create)

C: Workflow Chart (Alicia will create)

5.1.1 Sales Order: An installation fee will be included on a sales order for subject devices. It will be the responsibility of the Sales Rep to include the cost of the installation on the sales order. The cost of the installation will be as per Service Price List. Discounting/crediting of the installation charges will be identified on the sales order along with the actual charge and will be reported on a monthly basis.

5.1.2 Sales Rep: Any request for system removal/disposal in support of the installation event, will need discussed with the Service Coordinator, or the Regional Service Manager and will be noted on the checklist, including reference to any estimated costs for the service.

5.1.3 Sales Rep: If an installation is not needed, “Installation not required” shall be indicated on the order.

5.1.4 Service Coordinator: will provide an installation checklist after speaking with the customer and include it with the installation work order.

5.1.5 Regional Sales Ops (RSO): Shall enter the order in (GP or Zoho) and email a copy of the sales order to installs@? (this is a group email for the Service Coordinators).

5.1.6 Service Coordinator: Will create an install ticket in Service Module and will contact the Field Service Tech to schedule the installation according to the information on the checklist.

5.1.7 Service Coordinator: Will coordinate with the Regional Service Manager (RSM) when extra resources are required. Service Coordinator will ensure there is adequate labor/support for the install.

5.1.8 Service Coordinator: In the event the Service Coordinator, or RSM can not provide services to support the installation requirements, 3rd party support may be contracted. The outside services must be pre-approved and managed through the Regional Service Manager.

5.1.9 Service Coordinator: Shall confirm the install date and supporting plan with the Sales Rep and End User. All notes and actions shall be documented in the service ticket in Service Module.

5.2.1 Service Coordinator: Shall make contact with the end user several days prior to the installation date to confirm the plan and/or support any scheduling changes. Changes should be considered an exception to avoid field service resource and planning disruptions.

5.2.2 5.2.2 Service Coordinator & Sales Rep Alignment If changes do occur, the Service Coordinator is responsible for re-scheduling with the customer and coordinating with Logistics and the Field Service Tech. And to inform the Sales Rep.

To ensure a system of checks and balances, the Sales Rep is equally responsible for staying informed of these updates and aligning with the service team to manage the customer relationship.

5.2.3 Field Service Tech: The technician must inspect all delivered goods against the packing list provided by the Service Coordinator. In the event that equipment is missing or has sustained transit damage, the technician is responsible for notifying the Service Coordinator immediately to initiate the claims or replacement process.

5.2.4 Field Service Tech: Upon installation and assembly, if the equipment is found to be inoperable or presenting malfunctions, the technician should contact the vendor to troubleshoot the issue and open a service ticket with the Troubleshooting team.

5.2.5 Troubleshooting Team: Responsible for responding to all tickets in accordance with established Service Level Agreements (SLAs). While an immediate resolution may not always be feasible, the team must assess and mitigate the situation to ensure a final determination, specifically regarding whether a replacement is required, is made within the timeframe defined by the respective ECP or KA SLA.

5.2.6 Logistics Team: This department is responsible for shipping equipment replacements according to the specific instructions provided by the Service Coordinator. Logistics must ensure that all shipping requirements—including specific carrier services, delivery windows, or "white glove" requests, are strictly followed to align with the installation schedule.

5.2.7 Regional Service Manager: Responsible for generating a Non-Conformity Report (NCR) and coordinating the return of the product for formal evaluation. The Procurement Department must be engaged to manage the corresponding claim or return process with the vendor.

5.2.8 Procurement Department: Responsible for tracking the returned asset through the repair or exchange cycle to prevent inventory loss. Procurement shall also facilitate the feedback loop with the vendor to ensure reported flaws are addressed, driving continuous product quality improvement.

5.3.1 Field Service Tech: Shall perform a walk through with the end user to ensure the customer is satisfied with the installation.

5.3.3 Field Service Tech: Shall have Installation Checklist signed and obtain payment, if required.

5.3.4 Field Service Tech: Shall leave contact information and any collateral material with the end user. Any leads obtained from the practice shall be documented in the Service Portal?? and promptly submitted.

5.3.5 Field Service Tech: Shall promptly complete and document the charges associated with the installation in the Service Module ticket. Prompt submission is critical to capture service event and close the ticket. Notification automatically is sent to the installs@?.