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MABE AUTHORIZED SERVICERS SAP
TRAINING
Presenter: Don
Alexander
For audio:Call 800.747.5150Enter 1376439#
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Table of Contents
Browser Compatibility
SAP Access – Partner Channel
Search Service Orders
Printing Service Orders
Service Order Screen Components
Service Order Errors
Missing Fault Codes
Fixing the Model and Serial
Service Claim Process
Claiming Parts
Rejected Service Parts
Claiming Extra Charges
Completing the Claim
Reconciling Payments
226/09/201
Browser Compatibility
• Internet Explorer – versions 7 and 8 – fully compatible
• Internet Explorer – versions 9, 10, 11 – you must use
compatibility mode (see attached procedure). If you do not use
compatibility mode you will get browser freezing when you
enter part numbers as well as other odd browser behaviors
• Firefox – not compatible
• Chrome - not compatible
• Apple Computers / macs – compatible through an interface.
Notify your depot manager if you need to access this interface
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Browser Compatibility
• To use your browser compatibility mode follow these steps
1. Click on Tools
2. Click on Compatibility View Sttings
3. Click Add
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Partner Channel
Partner Channel is an SAP web site where the Service Depot´s will manage their Service Orders and claims.
Go to https://collaboration.mabempresa.com/irj/portal
Enter your User and Password
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Portal Home Page
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“Click” CRM Folder
This is the home page you will be brought to once you sign in
Click on CRM in the top menu
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Initial Screen - CRM
“Click” Service Orders
This is the home screen for the CRM module
To search for your service orders, select Service Orders from the Left Menu
Left Menu
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Search Service Orders
“Click” Service Orders
Search Service Orders
The Service Order can be searched for using the following search criteria:
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Search Service Orders
Do not use the Saved Search feature
If this feature is used, it will open the service orders in read only mode and you will not be able to edit.
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Result List
Using the Search criteria we found the following service orders
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Dispatch Notification “Print The Summary Service Order”
For the Summary page– you can print several Service Orders
Click on the button to select all service orders found from the search
Click the print button
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Dispatch Notification “Print Service Order”
We have second form to print the complete Service Order.
For Entire Format, open the Service Order by clicking on the Service Order Number
“Click” on Service Ordernumber to open the
service order
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Dispatch Notification“Print Entire Service Order”
Enter the Service Order
Click on “Print Preview” Button
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Service Order
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Service order Number Customer NameModel Number - click to see the product information
Notes – more information on the product failure
Service order header status
Service Order
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Item Lines – parts and labour are entered here
Enter the service performed text here
Completing the service order to submit a claim requires information to be filled out at the bottom of the service order screen
Service Claim Process
Once the Service is completed, the Service Depot has to update the Service Order with the following information:
Spare Parts used
Quantity
Dealer / Distributor Parts purchased from
Invoice number parts were purchased on
Mileage
Parts shipping/restocking charges
Extra labour charges
Click on Edit List to add new item lines
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Claiming Parts
Check to see if Dealer and Invoice fields show
If not, click on the pencil and select the Dealer and Invoice fields in the left side box. Click on the arrow pointing to the right and then click Save at the bottom
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Claiming Parts
On a new line, enter the part number under the product type column
Enter the quantity used
Retrieve the part information by hitting the enter key on your keyboard
NOTE: Only the new SAP part numbers can be used. Use the new SAP Tool on the
technical website to convert the old part numbers.
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Claiming Parts
Select the Dealer/Distributor from the drop down menu for the part
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Dealer Field shows the “dealers” of Spare Parts available.
Claiming Parts
Enter the invoice number the part was purchased on
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Invoice Field allows entry of the number of the invoice the parts were purchased on. (Only allows numbers)
Claiming Parts
Service Depot has to update the status of each spare part to “Used”.
If spare parts are on the service order, the last visit line status is changed to “Pending to Approval” so that the information is sent to the Dealer/Distributor for validation of the spare parts.
The parts Distributor/Dealer will either validate or reject the spare parts.
If approved, the parts line status will change to Validated and the visit line status will change to Completed
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Rejected Service Parts
If part is in rejected status, you must re enter the part on a new line with the corrected information
You then need to delete the rejected parts line by clicking on the garbage can icon on the left hand side of the line.
The Service Orders with a rejected part will have a header status of Pending Spare Parts
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New Part line
Claiming Extra Charges
Click on the 801 numberon line 30 of the product type
Right click on the number and select copy
Right click on the first empty line under the product type column and paste the number. Now change the last digit of the number fro the corresponding extra charge
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Claiming Extra Charges
Eligible extra charges are
Mileage – enter the number of kilometers you are claiming in the Quantity field
Extra Labour – enter the dollar amount you are claiming in the Quantity field
- gas and sealed system rate difference from regular labour goes here
Freight – enter the dollar amount you are claiming in the Quantity field
- This is shipping charges incurred for the delivery of parts
Other – Restocking charges and locally purchased parts go under here
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Completing the Claim
Once all item lines have been entered, select the failure code from the drop down list
The failure code drop down is in the active Visit item line
Change the Visit Line status to
Completed if no parts lines are entered
Pending To Approval if part lines need to be validated by the Dealer/Distributor
Click Save in the top left corner of the service order
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Visit line statusSave
Enter the repair performed description
Failure Code Drop Down
Service order header status
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Item Visit Status Header status Notes
Pending Parts
Pending
Customer not home
Address Not Found
Appointment Rejected
Analysis of Solution
Repair Not Accepted
Pick up Product
Pending Spare Parts Pending Spare Parts
Pending to Approval Pending to Approval
Scheduled (first status of a call)
Submitted (first status of a call)Customer Pick-up (n/a in Canada)
Deliver Product
In RepairService Depot Assigned
Reassignment (use to reassign depots)
Cancelled
The depot will not receive payment when the header
status is CANCELLED.
Duplicate Request
Customer Does Not Require Service
Customer Cancelled Appointment
Customer cannot be located
STC (Save The Call)
Completed
Completed
The depot will be paid when the
header status is COMPLETED.
Free of Charge
Quote Accepted
Quote Not Accepted
Installation Issue
Reviewing Quote
Customer Delivered
Status of Header Based on Visit Item Status
Call Backs
If there is a call back for this customer, you select Create Followup to generate the new service order. You can tell if this is the main order by the check mark beside Initial Order
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Service Order Errors
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Check for a red Sop Sign in this corner
Enter the service performed text here
Errors are indicated in the top right corner of the service order
A red stop sign error will prevent the saving of the service order
Clicking on the symbols will give a detailed description
Service Order Errors
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Part is not on the BOM – send an email to [email protected] with the model number and the part number to get this error fixed
Serial number missing from the Service Order – you will need to put the serial number into the service order – see Fixing the Model and Serial
Document is being distributed – wait a few minutes – data that you have put in is being moved to the main SAP module
Service order is being worked on by V____________ - the service order is locked by the user indicated in the error message. If the user is you then you may have not exited the service order earlier properly. Wait about 15 minutes and it will unlock itself.
Missing Fault Codes
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If the drop down for the Fault codes only shows Select One, check for correct model number in the service order
A model number that does not match the model on the serial plate will cause the fault codes to be missing
If the model number is correct, send an email to [email protected]
Fixing the Model and Serial
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Click on the link here. It may be the model number or the appliance description
The model number needs to match exactly to the model number on the appliance
An incorrect model number will prevent the fault codes from showing
A missing serial number will prevent the claim from being completed
Fixing the Model and Serial
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Click on edit button
The product page will open once you click the link
Click on the edit button for the section you want to change the information
Then click on the save button in the top left corner
Use the search icon to find the correct model
Enter the correct model number hereSave Button
Enter the correct serial number here
Fixing the Model and Serial
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This is the search tool hen you click on the search icon
Use the search criteria as seen below. Put the known good starting characters in the 3rd column of Product ID
Reconciling Payments
This report is for depots to reconcile there payments to the service orders paid on the purchase order
It is important to note that this report is information only and does not have the functionality to track payments.Additionally when the search is performed it is always important to put the values that are requested. If the values requested are not put in the search criteria, the report will become slow and the expected results may not obtained.
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• Enter the Channel Partner CRM section as you would to find your Service Orders• From the menu on the left side select Purchase Orders Report.
Reconciling Payments
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• Purchase Order window will display to select the Search criteria of the report.
Reconciling Payments
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The values that must be used to generate this report are 3: Plant = This always has to be T055Vendor = This is your User ID with out the ‘V’ in frontPurchase Order Number is to be left blankDocument Date =Enter date range of payments you want to look upNOTE: If these values are not placed it will slow the search and generation of the report could be canceled. It is very important to always fill the values indicated.
Reconciling Payments
01.06.2014
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Once the values are put in, click on the Execute button. The report will now run.
Reconciling Payments
Click
Execute
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This is the result of the search. Two values that interest us are the Vendor Mat and the Verif. Doc. The Vendor Material number is your Service Order Number and the Verif. Doc is the reference number on the cheque.You will need to scroll over to the right to see these 2 columns
Reconciling Payments
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• To print the report, go to your browser menu, click on file and then select print• You can also email the report to yourself using the Mail Recipient button
Reconciling Payments
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• Once you have clicked the Mail Recipient button, this screen will show• Enter you email address in the Recipient column and click send
Reconciling Payments
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GOAL:
Standardize the spare parts codes, using only one code
for each Spare Part.
Lower the quantity of registered Spare Parts on the
master catalogue.
Change to Part Numbers
CURRENT SITUATION:
There is more than one code assigned to the
same spare part.
Mabe codes are built using the customer first
letter as a prefix follow by the engineering part
Example:
CUSTOMER #SERVICE CODE DESCRIPTION # SP CODE
WB101K10091
WB317B6045P002
CANADA WC317B6045P002
ECUADOR WE317B6045P002
ARGENTINA WF317B6045P002
BRASIL WK317B6045P002
SERVIPLUS WR317B6045P002
COSTA RICA WT317B6045P002
# PLANT CODE
GE WB101K10091
= 317B6045P002 =
317B6045P002
PHILLIPS SCREW(BLACK)
# SP CODE
ONLY ONE CODE
WXXXXXXX
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Change to Part Numbers
How is the new Spare Part number made up
SP CONSECUTIVE
01 WASHERS L * LOOK & APPEARANCE
W WASHER 02 DRYERS F *FUNCTIONALITY 0 0 0 0 0
03 WASHER-DRYER A *ACCESSORIES
01 STOVES / GRILLS/ OVENS L * LOOK & APPEARANCE
S STOVES 02 RANGE HOODS F *FUNCTIONALITY 0 0 0 0 0
03 OTHERS A *ACCESSORIES
01 REFRIGERATORS L * LOOK & APPEARANCE
R REFRIGERATION 02 FREEZERS F *FUNCTIONALITY 0 0 0 0 0
03 WINE COOLERS A *ACCESSORIES
01 HEATING, COOLING AND AIR QUALITY L * LOOK & APPEARANCE
G GLOBAL 02 STOVES / GRILLS/ OVENS F *FUNCTIONALITY 0 0 0 0 0
03 REFRIGERATIORS A *ACCESSORIES
04 WASHERS
W
FAMILY LINE APLICATIONAPPLICATION
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Change to Part Numbers
The example is a range knob (appearance part).
Current Number: WR222D1461G034BL Front Knobs 24 "White 2 / A = 16 digits
New Code:
W S 01 L 00001
SP
FAMILY
LINE APPLICATION
CONSECUTIVE
Total Code: 10 Digits
CONSECUTIVESP FAMILY LINE APLICATIONAPPLICATION
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Change to Part Numbers
When we go live with SAP only the new part numbers will be used in claims in SAP
Partsnet will be updated so only the new part number will be seen in the parts breakdown
A tool has been developed in the technical website to look up either the old part number or the new part number
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Look Up Tool
A look up tool has been developed for the Technical Website to help with the new parts and fault codes transition
Click on SAP on the top menu to go to the tool
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Support
SAP Support – Password reset, trouble accessing the site
Call the SAP Service Desk at 877-897-4526
Review training materials on GE Technical Website http://applianceservice.mabe.ca/newsEvents
Technical Support
Technical Website – applianceservice.mabe.ca
Technical Support Line - 1-888-502-2626 or [email protected]
This line is changing to a phone queue system
Parts Support
All parts support is provided by the Parts Distributor
Claims Support
Contact Authorized Service Admin - 1-800-215-7824 or [email protected]
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Questions
