Page 299 - Tech handbook 2019 rev 6 whyperlinks

Asset Performance Management Center and Training Department

Technician Responsibilities

- A tech scheduled as on call must be available to respond to both customer
calls and emails for the entire scheduled on call period.
- Telephonic response to the call out must be made within 30 min of initial
request for afterhours request.
- Once contact is made by the customer the technician must open an
emergency work order through Dynamics and email management with
details on the request and dynamics WO number.
- Technicians are expected to use remote connection (myPlant, myPlant
Remote, myCoBo) for the first line of inspection and communication to the
customer. If the issue can be safely cleared in this manner, then a restart can
be initiated.
- In addition to remote connections outlined above technician is to utilize all
supporting websites for support prior to reaching out to APMC. SES for

troubleshooting support and Customer.innio for document searches. *APMC will
not search for documentation
- If the call out is repaired remotely the technician is to observe the unit for at
least 30 min after the engine is restarted to confirm issue is resolved.
- If additional support is required technician is to communicate to APMC
through provided phone number. ONLY HOTLINE WILL BE ANSWERED, any
calls to a support members cell phone will not be answered. * Depending on time of
support request APMC support may come from internal support or direct from Jenbacher through the dedicated
hotline*
- If issue cannot be resolved remotely, communication to the manager must
take place. If management okays the site visit, self-dispatch can proceed.
- During emergency call out all aspects of the visit will follow normal Dynamics
workflow process. Issues, solutions and recommendations are to follow
normal Dynamics WO workflows.
- Once job is completed communication must be closed out with
management. Any follow up required must be noted in both Dynamics
recommendations section and during this close out call with management

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