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: Operations MUST carefully update the Dispatch calendar so that it correctly reflects the technician who is out and who is assigned in their place. Operations must also notify Branch Manager and Admin about the lost time. If required, temporary labor should be dispatched using PeopleReady Staff Hiring.

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 complete route and it is the technician's responsibility to plan ahead and ensure they have tools and materials needed. If the tech reports running out of materials, asphalt can also often be delivered or purchased depending on location. Gravel can be purchased at Home Depot locally to base deep holes allowing asphalt supply to be stretched enough to finish 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. Operations team can add a note to technicians to look ahead and make sure the techs have enough material to last them for the whole route.

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 so that the team can complete the job.

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: Technicians must be report this immediately upon arrival at the job site, so as to allow time for Operations and CSR to try and arrange the vehicle be moved. This can be confirmed by the time the call comes in vs the CRM schedule time and dispatch live feed. IF it is not reported until all other repairs are complete, it comes down to crew error.

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 or brooms to remove the water?
• Is the water flowing into the hole or is it filling from the ground up?

Respond: Operations team must speak with tech while on site to determine if the water is flowing into the hole - weather related/sprinkler, downspout, etc. or if the hole is filling from the bottom indicating a burst pipe underground. If water source is downspout, operations is to instruct tech to use diverter from truck inventory. If sprinklers are the cause, then technician should call ASAP so Operations team or CSR can contact client and request shutoff of water system.

Operations will coordinate with Sales & Client to find out the cause of the water being there.

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

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

Ask:

• Have you tried troubleshooting it?

Respond: Operations should walk the technician through the Troubleshooting steps. If the part cannot be fixed, Operations will use the Vendor Mastersheet to help the technician to find the nearest spare parts store, get it serviced or come back to the yard to replace it.

Make a note: N/A

Broken Down Truck or Trailer

Ask:

• What’s the issue?

Is the truck/ trailer off the road and in a safe spot? Respond: The Operations team will assess the situation, prioritize employees safety, minimize impact on the client and the business by completing the repairs. Based on the specific situation, the operations will assist the technicians with next steps and appropriate resources which MAY include:

• A towing service,
• A repair mechanic
• Transportation back to the yard
• Swapped truck and trailer so that they can complete the job
• Communication with the client, if needed.

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

Partner walks off job site

Ask:

• What’s the issue?

Respond: The partner who stayed on the job reports to Operation. Operations assesses the situation depending on the schedule for the next few days, the jobs and the number of TRs and manages the jobs without rescheduling or cancellations. The tech may or may not need assistance to complete the job. If assistance is required, Operations arrange an additional technician or PeopleReady Staff Hiring as per schedule and job requirements.

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:

• Did you try accessing the Google or Yahoo websites?
• Do you have enough memory/ storage on your phone?
• Are you using an Android phone or tablet? Do you have the latest version of the app?
• Can you provide more details about the problem?
• Can you send me a screenshot of the problem?

Respond: Operations team will walk the technician through the app Troubleshooting steps. As a last resort, 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 verify the address with Google Maps and the client. Operations can retrieve information (client address, pothole locations etc.) from the CRM and provide it to the technician to continue their jobs, complete repairs and take pictures using the App. Operations can also reach out to the surveyor for more information and ask them to stop by, if they are nearby.

Make a note: N/A

The repair is not sticking, not holding and it is unraveling

Ask:

• Where is the client location?
• How deep is the repair?
• How much asphalt are you using?

Respond: Temperature control of the asphalt and compaction are the two things to keep in mind. The tech needs to do the “twist and shout” for each repair. They need to use the temperature gun to keep the temperature of the asphalt consistent even during extreme weather.

Heating the asphalt mix beyond 325 degrees can result in the burning of asphalt, causing the breakdown of essential polymers that provide stickiness and cohesion. For proper luting and grading during repairs, the asphalt mix should maintain temperatures between 260 and 325 degrees. Additionally, successful rolling and compaction require the mix to be at least 140 degrees and not exceed 270 degrees. Failure to adhere to these temperature ranges may compromise the asphalt's integrity, preventing adequate compaction and compromising the overall quality of the pavement.

Operations should connect the technician with a master technician to understand how to fix the repair. Repair should be redone while the technician is still onsite.

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. This function in the app is the “Added Repairs” function, which will automatically alert sales. It should be done on arrival when the client asks OR when the tech notes additional priority repairs that are not on the work order. Reporting early allows time for approval while still on site. When approved and authorized, the repairs will show up immediately in the app so the technician can do the repairs. Added repairs are not to be done until they show up as approved in the app or operations/sales provides verbal approval

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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