Logistics & Installation · SOP

Service Call Triage And Dispatch Procedure

This SOP defines the standardized triage workflow for incoming service calls, including initial assessment, priority scoring, technician assignment, and dispatch coordination for Logistics & Field Installation teams.

Estimated Time

15 min

Difficulty

Intermediate

Regulation

CSA Z462 / Field Service

Version

1.0

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Purpose

To provide a consistent, repeatable method for receiving, evaluating, prioritizing, and dispatching service calls. The goal is to minimize equipment downtime, optimize technician utilisation, and ensure contractual SLAs are met. This procedure also creates an audit trail for continuous improvement.

Scope

This procedure applies to all incoming service and installation calls received by the Logistics & Field Installation department during regular business hours and on-call periods. It covers initial intake, priority classification, technician selection, dispatch communication, and post-call documentation. Excluded: emergency response procedures that bypass triage.

Safety Precautions

PPEAll dispatched technicians must wear appropriate PPE: safety glasses, work gloves, steel-toed boots, and hi-vis vest (if working near roads or active yards).
VEHPre-trip vehicle inspection must be completed before departure. Confirm first-aid kit, fire extinguisher, and emergency contact sheet are present.

Required Tools & Materials

Dispatch / CRM software (e.g., SiteQueue)
Vehicle tracking / fleet management system
Two-way radio or mobile communication device
Service manuals and parts catalogs (digital or hardcopy)
Priority scoring matrix poster / digital reference

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Procedure: Step-by-Step

1 Receive and Log Call — Collect caller details, issue description, and location. Enter into dispatch system (e.g., SiteQueue) and assign a unique ticket ID. Verify customer contact and site access information.

2 Assess Urgency and Priority — Use priority scoring matrix: safety risk, equipment downtime impact, contractual SLA. Assign P1 (emergency — dispatch within 30 min), P2 (urgent — 2 hours), or P3 (standard — same business day).

3 Verify Technician Availability — Check real-time technician schedules, skill sets, and proximity to call location via fleet tracking tool. Consider inventory of parts needed and if a special tool is required.

4 Assign and Communicate Dispatch — Dispatch the best-matched technician via mobile push notification through the dispatch system. Send ticket summary, ETA, job details, and any pre-arrival instructions (e.g., site safety orientation).

5 Monitor and Update Status — Track technician arrival, progress, and completion. Log time-stamped status updates in the system (e.g., En Route, On Site, Completed). Confirm close-out with customer and collect signature or photo evidence.

6 Review and Document Resolution — Collect parts used, labour hours, and any follow-up required. Update SOP library with common failure modes for continuous improvement. Close the ticket and archive.

Service Call Triage And Dispatch Procedure

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