On the job issues (Technician)

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On the job issues (Technician)

No transportation

Ask:

• Are you going to be late? OR Are you going to take the day(s) off?
• How late do you think you're going to be?

Respond: Rescheduling the job with Dispatch- either postponing or sending someone else

Make a note: Emails/Text messages kept in personnel file

Not enough material

Ask:

• Why did the tech run out? (Reasons can include Client asking for extra TRs, bad planning, holes larger than anticipated, etc)

Respond: Trucks should hold enough materials for a day. If the tech reports running out of materials, Operations is to schedule another client visit to complete the job. If a client asks for extra work, Operations will check with Sales if they have approval to do the job and if needed, set another day to complete the repairs.

Make a note: N/A

Ran out of propane

Ask:

• Why did the tech run out? (Reasons can include Client asking for extra TRs, bad planning, holes larger than anticipated, etc.)

Respond: Operations will help the technician to find the nearest Home Depot or filling station to get more propane.

Make a note: N/A

Car parked on repair area

Ask:

• Depending on the property, has the technician tried to locate the owner of the vehicle?

Respond: Operations will coordinate with Sales & Client to find out the cause of the water being there. If needed, Operations will work with Sales & Client to come back later that day or another day to complete the job.

Make a note: The technician should send a picture to Operations if unable to complete the job.

Water covering repair area

Ask:

• Has the employee tried using water pumps to remove the water?

Respond: Operations will coordinate with Sales & Client to find out the cause of the water being there. If needed, Operations will work with Sales & Client to come back later that day or another day to complete the job.

Make a note: The technician should send the picture of the water pooling to Operations if unable to complete the job.

Argument on Job Site

Ask:

• Who are all the people involved in the argument?

Respond: Lead tech is in charge and makes final decisions. Lead Tech should report to Operations if the helper is not cooperating or following instructions. If the argument is with the client/ public, do not engage. Get into the truck and lock the doors. Call Operations and report immediately. Call law enforcement, if needed.

Make a note: Each technician or surveyor should complete an incident report form and turn it into their Branch Manager.

Equipment (Roller, Tar Kettle, IR Heater or IR Recycler) not working

Ask:

• Have you tried troubleshooting it?

Respond: The tech should call Operations to find the nearest spare parts store, get it serviced or come back to the yard to replace it. If there isn't a spare parts store nearby, Operations will coordinate with Sales to reschedule the appointment.

Make a note: N/A

Broken Down Truck or Trailer

Ask:

• What’s the issue?

Respond: The tech should call Operations to find the nearest service center, get the vehicle towed and repaired. Operations will coordinate with Sales to reschedule the appointment.

Make a note: Send a pic of the broken vehicle issue to Operations, if possible.

DOT stop/pulled over by law enforcement

Ask:

• What’s the issue?

Respond: Lead Tech is in charge and provides law enforcement with necessary documents as requested.

Make a note: Lead tech must have in their possession (1) driver's license; (2) DOT certificate if they are the driver; (3) insurance & registration for both truck & trailer; (4) DOT logbook must be activated and in use; and (5) Deliver all documents received by law enforcement to the Branch Manager.

Partner walks off job site

Ask:

• What’s the issue?

Respond: Lead tech (usually the driver) is in charge and makes final decisions. Report to Operations if the helper is not cooperating or walks off the job site. The driver is responsible for driving the truck & trailer back to the yard.

Make a note: Complete the incident report and turn it in to Branch Manager.

App issues (not able to login, don't see their name or any jobs etc.)

Ask:

• Can you send me a screenshot of the problem?
• Can you provide more details about the problem?
• Did you try restarting the app?
• Do you have enough memory/ storage on your phone?
• Do you have cell phone reception or access to mobile data in your area?

Respond: Technicians are advised to check the app and schedules the night before work, immediately notifying Operations if discrepancies arise. In case of app malfunction, technicians should call Operations, capture a screenshot, and report the issue through the app with detailed information. Unresolved problems are escalated to the IT team, typically resolved within a day. Operations provides essential details for tasks; technicians can complete the work, capture images on their phones and send them to Operations or upload them when the app is functional again.

Make a note: Send real time screenshots of app issues to Operations.

Lost; cannot find repairs

Ask:

• At which job site are you attempting to complete repairs?

Respond: Technicians should call Operations. Operations will provide information (client address, pothole locations etc.) to the technician to continue their jobs, complete repairs and take pictures on their phone.

Make a note: N/A

Job site too busy to complete repairs

Ask:

• At which job site are you attempting to complete repairs?
• Operations to ask for details about the traffic and site that could help solve the issue

Respond: Report to Operations and wait for confirmation that the job needs to be resumed or rescheduled. Operations will reach out to Sales and the Client to confirm the action to be taken (return at a later time or with a bigger crew to divert traffic).

Make a note: N/A

Need to switch jobs around (before or after)

Ask:

• Why do you want to switch jobs around?

Respond: Technicians should wait for confirmation from Operations. Depending on the kind of job and property type, Operations can make a decision or they will reach out to Sales or the client to confirm that switch. Either way, Sales should be informed to avoid confusion.

Make a note: N/A

Client asked to reschedule

Ask:

• Who (Name, Title and phone number) asked the technician if they can reschedule the job? Ask the technician to put Operations on the phone with the same person on site.

Respond: Operations should make a note of the person (client) who made the request to reschedule. Operations will check with Sales and the Client before asking the technicians to either continue with the job or reschedule.

Make a note: N/A

Client wants to add repairs

Ask:

• Who (Name, Title and phone number) asked the technician to add on the extra repairs? Ask the technician to put Operations on the phone with the same person on site.

Respond: The technician will assess the damage and confirm that those repairs are in scope for Pothole Repair. If yes, the technician can alert the Account Manager and after approval, upload the picture of extra damages through the App. Sales will try to get approval from the client. The technician should inform Operations about the situation. Sales and Operations will coordinate and once they reach a decision, they will inform the technician accordingly.

Make a note: Technicians must wait for approval. Use the app to enter the additional repairs request. Once Operations receives approval, complete the additional repairs.

Client wants to cancel repairs

Ask:

• Who (Name, Title and phone number) asked the technician to cancel repairs?

Respond: Report to Operations and wait for confirmation before leaving the site. Operations should make a note of the person (client) who made the request to cancel repairs. Operations will check with Sales and the Client before canceling the job and informing the technician.

Make a note: N/A

Client states wrong repairs are being done

Ask:

• Who (Name, Title and phone number) stated that the wrong repairs are being done? What are the right repairs or areas to complete?

Respond: Report to Operations. Operations will check with Sales and figure out the outcome. Operations may ask the technician to move forward with repairs that same day or return another day/ time after a new inspection has been done.

Make a note: N/A

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