General Rule
Any jobs initially started or retrieved from Puls will be a Puls resource, any communication made by or to the customer about the service requested to be completed, without notifying Puls or information being relayed to Puls can be considered a violation.
Technicians cannot claim that the customer notified them directly about the job and allowed them to do the job outside of Puls
The customer and technician agreed to do the job outside of Puls, how it was initiated will determine what type of TIR will be filed
The TIR being submitted on appointments will be based on what caused the main concern. If a technician has violated multiple categories on an appointment use the first report that caused all the other issues which would be noted on the TIR. Separate TIR can only be used on separate occasions such as the SMM for negative reviews.
Below is a list of TIR concerns that will be placed via the technician's profile NOT on the appointment
Negative Reviews
Sexual Harassment Charges or any other sensitive reports
Reports from customer's who are requesting anonimity
Helper TIR
CATEGORIES
REASONS
Accepting payment outside of Puls without closing job in tech app before end of day
Tech collected third-party payment but never repaid and closed job in tech app
Accepting payment outside of Puls and closing job in app as not paid (side job)
Tech collected payment and performed service directly with customers. Note: To be used for ALL side jobs.
- TIRs for side jobs must be submitted using the technician profile
Soliciting personal business on Puls-supported services
Tech offered to do service outside of Puls to a Puls customer for something we service, regardless if the service was completed or not.
Arriving late
Tech arrived more than 30 minutes after the appointment window closed.
Tech arrived, but not on time.
Claiming a job and not showing up
Tech failed to show up for a job they claimed at the time of the appointment.
Note: Only used if this scenario was confirmed by the customer.
Not showing up for a follow-up job
If a tech fails to show up specifically for a follow-up appointment
Unassigning yourself from job within four (4) hours of appointment
If a tech resends or unassigned themselves from a job within four (4) hours of time frame
■ This action should be submitted using the Tech’s profile instead of
reassigning the tech to the appointment to submit the TIR. The job ID
should be posted in the TIR when submitting via the Tech’s profile.
Poor documentation of work needed and/or work performed
No checklist uploaded for TVI / Wrong or missing details in the digital checklist
○ Tech did not complete the initial inspection or post-work checklist and document the findings
○ Tech did not document or improperly documented unit and part information
(model number, serial number, part numbers)
Poor work quality (damage to property)
Any type of damage that is caused directly or indirectly from the tech’s actions
○ Improper work led to something being damaged following service
Redo non-compliance (unresponsiveness and/or unwillingness to resolve issues, asking to have a different tech go out)
Tech is unresponsive or unwilling to go back to an approved redo
■ Unresponsive is defined as a technician who does not respond back to Puls within 8 hours from the initial contact.
■ Redo’s should be a top priority for techs to complete. Any time it is seen the tech is not taking these as a priority, a TIR needs to be submitted.
Not maintaining proper communication with Puls
Tech not responsive to any rep from Puls (sales, dispatch, tech engagement, etc.)
■ Response time is set on a case-by-case basis
Not maintaining proper communication with customer
Tech is not responsive or providing false info to customers resulting in customer calling into Puls
Inappropriate communication
If tech is communicating unprofessionally, either to the customer or Puls
General non-compliance of company policy
Use for anything that doesn't fit into any other category(ex: claiming a job without the correct tools)
Receiving a negative social media review
Used by SMM agent only ( If the customer posts a negative review due to an action made by the technician)
TP, BBB, FB, GMB neg social media review about a sole tech in regards to: performance, punctuality, professionalism, mannerisms, repair quality, etc
○ The TIR should be submitted using the Techs profile and the Job ID should be posted within the TIR.
High customer cancellation rate
Used by MM agent only ( Technician's having lots of canceled jobs assigned to them)
High number of repairs requiring a redo
Used by MM agent only ( Technician's having lots of guarantees)
Low conversion of service calls to repairs compared to market average
Used by MM agent only ( This is the number of follow ups generated from repairs)
Repeated failure to show up for claimed jobs
Used by MM agent only (This for tech no shows)