Refrigeration equipment mobile service terminology explained

  • SAME DAY SERVICE CALLOUT is a callout to which is attended on the same day the callout was placed.
  • NEXT DAY SERVICE CALLOUT is a callout which is due to be attended on the following day the callout was placed.
  • ON THE SPOT FIX is a fix applied on the spot without leaving the site.
  • SAME DAY FIX is a fix that is applied on the day of the attendance if the engineer temporarily leaves the site to source spare parts or materials and then returns to the site to apply the fix.
  • FIRST FIX is the first attendance of the engineer on the reported problem.
  • SECOND FIX is the second attendance of the engineer on the reported problem. The need for the SECOND FIX arises if the FIRST FIX and SAME DAY FIX is not possible.
  • THIRD FIX is a third attendance of the engineer on the reported problem. A THIRD FIX is associated with double and triple faults that can not be identified without a test run of the equipment.
  • TEST RUN first 24h of using the equipment after the reported problem was fixed.
  • REPORTED PROBLEM is an appliance problem description. REPORTED PROBLEM is a scope of the service.
  • RECALL is when a customer calls to report a breakdown within 7 days from the service.
  • TRUE-RECALL is a type of recall where the reported problem has indeed re-occurred because of the spare part fault or sub-standard workmanship. 
  • FALSE-RECALL is a type of recall that is not related to used spare parts or workmanship and is effectively a new fault, subject to attending engineers discretion.
  • RE-ATTENDANCE is when an engineer returns to the site to reassess the REPORTED PROBLEM.
  • VAN STOCK spare parts available on the van.
  • DUTY ENGINEER aka STANDBY ENGINEER is an engineer covering night, weekend and bank holidays callouts.
  • HEAD ENGINEER is an engineer in charge of the engineering operations.