ServiceProv 200 a RefMan ENG

8/6/2019 ServiceProv 200 a RefMan ENG

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Version 2.0Part Number 022480-068Revision AJuly 2006

REFERENCE MANUAL

Trimble Service Provider


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Trimble Navigation LimitedEngineering and Construction Group5475 Kellenburger RoadDayton, Ohio 45424-1099USA800-538-7800 (toll free in USA)+1-937-245-5600 Phone+1-937-233-9004 Faxwww.trimble.com

Trimble Navigation LimitedMapping & GIS Division10355 Westmoor DriveSuite #100Westminster, CO 80021USAwww.trimble.com

Trimble Navigation LimitedAgriculture Division

10355 Westmoor DriveSuite #100Westminster, CO 80021USA+1-913-495-2700 Phonewww.trimble.com

Trimble Support

Email [email protected] 800-767-4822 (toll free in USA) or+1-408-481-6940

Legal Notices

Copyright and Trademarks

20042006, Trimble Navigation Limited. All rightsreserved.

Trimble and the Globe & Triangle logo are trademarksof Trimble Navigation Limited, registered in the UnitedStates Patent and Trademark Office and in othercountries. All other trademarks are the property of theirrespective owners.

Release Notice

This is the July 2006 release (Revision A) of the TrimbleService Provider Reference Manual, part number022480-068.
http://www.trimble.com/http://www.trimble.com/http://www.trimble.com/http://www.trimble.com/http://www.trimble.com/http://www.trimble.com/http://www.trimble.com/http://www.trimble.com/http://www.trimble.com/http://www.trimble.com/mailto:[email protected]:[email protected]://www.trimble.com/http://www.trimble.com/http://www.trimble.com/http://www.trimble.com/


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Trimble Service Provider Reference Manual iii

Contents

1 Introduction

This manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Service Provider Agreement . . . . . . . . . . . . . . . . . . . . 2

Your comments . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Contacting Trimble Support . . . . . . . . . . . . . . . . . . . . 2

2 Obtaining Authorization as a Service Provider

Basic service Quality concept . . . . . . . . . . . . . . . . . . . 4

Service levels: All Trimble products . . . . . . . . . . . . . . . . 5

Authorization and review process . . . . . . . . . . . . . . . . . 6

Obtaining authorization for Level 1 or 2 . . . . . . . . . . . . . . 6

Obtaining authorization for Level 3 . . . . . . . . . . . . . . . . 7

Once authorization is obtained . . . . . . . . . . . . . . . . . . 9

3 Workshop and Equipment RequirementsWorkshop . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Workshop areas . . . . . . . . . . . . . . . . . . . . . . 12

The building . . . . . . . . . . . . . . . . . . . . . . . . 15

Workshop furniture . . . . . . . . . . . . . . . . . . . . 15

Workshop cleanliness . . . . . . . . . . . . . . . . . . . 17

Electronic equipment . . . . . . . . . . . . . . . . . . . . . . 18

Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Calibrated tools . . . . . . . . . . . . . . . . . . . . . . 20

Baselines . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21ESD prevention requirements . . . . . . . . . . . . . . . . . . 22

Workshop Electrostatic Protected Area (EPA). . . . . . . 22


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iv Trimble Service Provider Reference Manual

Contents

Grounding . . . . . . . . . . . . . . . . . . . . . . . . . 23

Protective flooring . . . . . . . . . . . . . . . . . . . . . 26

Protective clothing . . . . . . . . . . . . . . . . . . . . . 26

Packaging and shipping . . . . . . . . . . . . . . . . . . 27Training . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Personal grounding straps. . . . . . . . . . . . . . . . . 27

Grounded workbench . . . . . . . . . . . . . . . . . . . 27

Electrical equipment, tools, and soldering iron . . . . . . 28

Test equipment requirements . . . . . . . . . . . . . . . . . . 28

Material data safety requirements . . . . . . . . . . . . . . . . 28

4 Administration System

Service Provider Support homepage . . . . . . . . . . . . . . 30

Reporting system . . . . . . . . . . . . . . . . . . . . . . . . 30Service parts logistic system. . . . . . . . . . . . . . . . . . . 31

Quality system . . . . . . . . . . . . . . . . . . . . . . . . . . 31

5 Monitoring Service Quality

Summary of metrics used . . . . . . . . . . . . . . . . . . . . 34

Hit rate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Turn-around time/Time To Function (TTF) . . . . . . . . . . . . 34

Mean Time To Repair (MTTR) . . . . . . . . . . . . . . . . . . 35

On-time delivery . . . . . . . . . . . . . . . . . . . . . . . . . 35

6 Communicating with Trimble

Your contact details . . . . . . . . . . . . . . . . . . . . . . . 38

Service workshop authorization . . . . . . . . . . . . . . . . . 38

Step-by-step procedures. . . . . . . . . . . . . . . . . . . . . 38

Up-to-date technical information. . . . . . . . . . . . . . . . . 39

Web-based delivery of materials. . . . . . . . . . . . . . . . . 40

Contacting Trimble . . . . . . . . . . . . . . . . . . . . . . . . 40

Warranty reimbursement. . . . . . . . . . . . . . . . . . . . . 41

7 Service Training

Personnel . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44


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Contents

Trimble Service Provider Reference Manual v

Qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . 45

A Electrostatic Discharge (ESD)

How damage can occur . . . . . . . . . . . . . . . . . . . . . 47

Sensitivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Types of ESD failures . . . . . . . . . . . . . . . . . . . . . . 48

Avoiding ESD damage. . . . . . . . . . . . . . . . . . . . . . 49

Prevention . . . . . . . . . . . . . . . . . . . . . . . . . 49

Dissipation . . . . . . . . . . . . . . . . . . . . . . . . . 49

Isolation . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Further reading . . . . . . . . . . . . . . . . . . . . . . . . . 50

B Pre-Delivery Inspection Requirements: Optical Instruments

Inspection requirements . . . . . . . . . . . . . . . . . . . . . 51

Glossary


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vi Trimble Service Provider Reference Manual

Contents


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Trimble Service Provider Reference Manual 1

CHAP TE R

1Introduction 1

In this chapter:

This manual

Service Provider Agreement

Your comments

Contacting Trimble Support

1.1 This manualWelcome to the Trimble Service Provider Reference Manual,

previously called Trimble's Service Policies document. This

manual describes what is required in order to become a Trimble

Authorized Service Providerthe recommended facilities,

technical ability, tools, and equipmentas well as the systems

needed to manage a Trimble Authorized Service Provider

workshop and to maintain service records.

The manual can be downloaded in Adobe portable document

format (PDF) from the Trimble Partners website, seepage 40.Adobe Reader is free, and can be downloaded from

www.adobe.com.
http://www.adobe.com/http://www.adobe.com/


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2 Trimble Service Provider Reference Manual

1 Introduction

1.2 Service Provider AgreementThe Service Provider Agreementmentioned in this manual is a

separate document from yourReseller Agreement. A ServiceProvider Agreementdefines specific details of your relationship

with Trimble, including:

warranty reimbursement

labor rates

spare parts discounts

product repair authorization

training requirements

1.3Your commentsFeedback about this documentation helps us to improve it with

each revision. Email your comments to

[email protected].

1.4 Contacting Trimble Support

If you cannot find the information you need in this manual,contact Trimble Support. Details are in the front of this manual.
mailto:[email protected]:[email protected]


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CHAP TE R

2


Obtaining Authorization

as a Service Provider 2In this chapter:

Basic service Quality concept

Service levels: All Trimble products

Authorization and review process

Obtaining authorization for Level 1 or 2

Obtaining authorization for Level 3

Once authorization is obtained

Trimble has ISO 9001:2000 certification. To establish and

maintain the Trimble Quality Assurance system, Trimble

performs regular authorization and reviews of its Service

Providersthis is one step towards maintaining and improving

overall quality and for improving customer satisfaction.

Service Providers are required to sign a Service Provider

Agreementwith Trimble that outlines the roles andresponsibilities of each party. The agreement expires after two

years, at which time re-authorization may be required.


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2.5 Basic service Quality conceptTrimble wants to ensure that users who ask an authorized

Trimble service workshop to correct a faulty or malfunctioningTrimble-made device receive it back in a state that meets

specifications.

The Trimble policy is to ensure that a device is always serviced

by an authorized workshop and by qualified service technicians.

This policy pays due respect to our customers legitimate

expectations of our Quality Assurance and of Trimble as a

leading supplier of measuring instruments.

To safeguard the performance and specification of the Trimble

device being repaired, Service Providers must follow the repairmethods prescribed by Trimble.Repairs using other methods

may result in the warranty being void.

If an unauthorized service workshop performs service, Trimble

does not assume Trimble warranty liabilities or obligations, nor

does it comply with any applicable product liability laws.


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Obtaining Authorization as a Service Provider 2


2.6 Service levels: All Trimble products

Level Definition

Service Level 1 Overview of product.

Operations inspection.

Cleaning, external only (non-dismantling).

Software installation and update, depending on given Authorization.Note Because Level 1 is basically an introduction to Trimble product,

Service Providers often find it more convenient to attend a combined

Level 1 and Level 2 class at training school. On-line training is available

for the few products that do require separate Level 1 training. For more

information, please contact your nearest Trimble Service Center.

Service Level 2:

electronic,optical, and

laser products

All the previous,plus basic maintenance and part replacements that do

not affect the specifications of the product:

Replacement of service parts that are categorized to Level 1 and 2.For example, tribrach and leveling base; tangent screws, covers,

displays/keyboards, PCAs; bubble vials; battery maintenance.

Advanced software installation.

Basic theory of encoders and EDM systems.

Optical mechanical adjustment of Collimator system.

Common calibration procedure.

Access to service software Level 2 and Survey Partners site.

Service Level 3 All the previous,plus:

Full service on common service actions.

Verify instrument to given manufacturers specifications.

The specific repair operations for each product are defined in theservice manual by the responsible Service Technologies Group or

Manager.

Access to service software Level 3 and Survey Partners site.

Service Level 4 Full service complicated, exceptional service actions requiringspecial equipment.

Training of these Service Providers is on a different level from thetraining of Service Providers at Levels 1 through 3.


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Level 1 is the lowest of the four service levels. Service

workshops can be qualified for Levels 1, 2, or 3. Level 4 is

reserved for the Trimble Regional Service Centers (RSCs) but in

some cases, a Service Provider can be qualified for Level 4.

2.7 Authorization and review processTrimble representatives visit authorized service workshops and

potential service workshops, including agents and satellite

service workshops, to ensure that they comply with Trimble

service and quality standards. The reviews include:

inspection of the service workshop

control of tools and calibrated equipment

control measurements

technical competence review

review of on-hand parts, storage techniques, and inventory

systems

2.8 Obtaining authorization for Level 1 or 2

As part of the authorization and reviewing process: The service agent organizes and furnishes a suitable

workshop.

A Service Provider Agreementis signed with the Trimble

Regional Service Manager (RSM). Seepage 2.

Technicians attend training before they service the

products that they have asked to service.

Tools and test facilities are installed.

The RSM approves authorization to Service Level 1 and 2.The RSM cannot authorize Regional Service Centers

(RSC).


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The workshop is now part of the Trimble service network.

The RSM continuously monitors the service workshop.

Additional training tools and equipment may be required.

The RSM will approve the workshopfor Service Level 2.

See the Service Workshop Authorization and Audit Process on

page 8.

2.9 Obtaining authorization for Level 3A Service Provider must have achieved Service Level 2

authorization before Service Level 3 authorization can be

obtained.

As part of the authorization and reviewing process:

The service workshop is subject to inspection by the

Trimble Regional Service Manager or Service Technology

department.

Suggestions may be issued regarding improvements to the

workshop facilities, equipment, organization, tooling, and

training.

The RSM follows up on the implementation of the

suggested improvements. Once they are implemented, the

RSM authorizes the Service Provider.

The process then follows the Service Workshop Authorization

and Audit Process, seepage 8.


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Potentialworkshops

identified

Authorization or

review performed

RSC - Regional Service CenterThis is a Trimble servicing facility

located within a region.

RSM - Regional Service Manager

Each region has a Manager who isresponsible for the RSC and for the

Service Providers located within

that region.

ST - Service TechnologiesEach Trimble factory has a Service

Technologies group that is

responsible for the authorization ofthe RSCs.

Workshop organized

and facility provided

Isthis a new

service workshop?

Training attended

Tools and test

equipment installed

YES

END

Corrective actionsimplemented

Authorize/reauthorizeworkshop

Workshop orders

spare parts as

needed

Corrective actions

communicated

Service Workshop Authorization and Review Process

Service Provider

Authorization and

Review Process

NO

Note: RSM identifies workshops that require review

or potential new workshops

Note: Potential Service Provider establishes suitable

facilities and organizesworkshop. See the Trimble ServiceProvider Reference Manual, Chapter 2.

Note: Service Providers and potentialService Providers

must attend training for any product to be serviced.

Training must take place before first unitis serviced.

Note: Tools and test equipment specific to productstrained

on must be purchased at time of training.

Note: Authorization of new facilities and/or service centerreview of existing Service Providers is performed by RSM

and/or RSMs designee, with assistance from ST group if

requested.

Note: Any discrepancies between shop requirements andexisting facilities or processes are determined during

review. These are communicatedto serviceworkshop for

implementation.

Some discrepancies may have to be resolved before

authorization/reauthorization (i.e. required); others may

be recommended improvements. See the Trimble Service

Provider Reference Manual, especially Chapters 2 and 3.

Note: Once required corrections are implemented, service

workshop can be authorized/reauthorized to service thoseproducts for which training has been received.

Note: File review checklist and notes with RSMand/or

ST group.

Note: Service workshop,once authorized to service a

particular product, can place orders forspare parts relating

to servicing that product and can submit warranty

reimbursement claims.


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2.10Once authorization is obtainedAs soon as authorization is obtained and corrective actions are

completed, the service workshop can purchase spare parts forthose products it is authorized to service.

If the service workshop receives a product that it is not

authorized to repair, the product must be forwarded to the RSC

or to another service workshop that is authorized to repair that

product. Exceptions to this may occur on a case-by-case basis

with approval from the RSM.


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C H A P T E R

3


Workshop and

EquipmentRequirements 3

In this chapter:

Workshop

Electronic equipment

Tools Baselines

ESD prevention requirements

Test equipment requirements

Material data safety requirements

This chapter outlines what you require to establish and maintain

a service workshop. It includes recommended electronic

equipment, hand tools, and electrostatic discharge (ESD)

prevention measures, and shows a typical service shop layout.


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3 Workshop and Equipment Requirements

3.11WorkshopThe size of the work area must be suitable for performing work

in an efficient and correct way. In particular, a service workshopshould:

be divided into different workshop areas for different tasks

be suitable for performing repairs

contain certain furniture

be kept clean

311.1 Workshop areas

The workshop should contain areas in which the Service

Provider can:

Perform repairs. All repairs must be performed in anElectrostatic Protected Area (EPA). Seepage 22.

Perform administration work.

Pack, unpack, and store goods.


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Workshop and Equipment Requirements 3


Figure 3.1 Example of an administrative and storage area

Storage area

It is easier to keep the workshop area clean if the storage area is

set aside and sealed off from the area where active service work

is performed. When setting up a storage area:

separate incoming equipment from outgoing equipment

store customer equipment correctly to prevent damage

clearly mark equipment to identify it easily


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set up a system to document accessories received withproducts (for example, batteries, case, cables,

documentation)

Figure 3.2 Example of a workshop layout


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311.2 The building

The service workshop building must have:

Windows of good quality glass, if baselines are arranged. A floor built for maximum stability, if laser calibration

range and/or optical alignment range/equipment is

repaired. The floor should be of adequate thickness and

preferably made of concrete. For ESD prevention, see

Protective flooring, page 26.

Temperature control, as large temperature swings candamage electronic components.

311.3 Workshop furniture

Trimble recommends that the service workshop contain the

following furniture:

A workbench of an appropriate size.

For Service Level 3 on optical instruments, the opticalalignment tools must be mounted on a stable workbench

so that tests and adjustments can be conducted in good

conditions.


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A computer with Internet access. Broadband access isrecommended, as some file sizes may exceed 20 MB.

An ESD-protected chair.

A cabinet for components and spare parts. Componentsand spare parts must be stored in an ESD-protected

manner.

A cabinet for documents.

A cabinet for storing test equipment and tools.


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Tools and equipment. See Electronic equipment, page 18and Tools, page 19.

311.4 Workshop cleanliness

To ensure a high quality repair, the workshop area must be kept

clean and free from dirt and dust. Optical and electronic

instruments can be harmed if internal components are exposed

to dirt, dust, or other contaminants. To ensure proper grounding

and to keep electronics free from contaminates, clean all

workbenches and ESD mats with a static-dissipative cleaner.


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Other electronic equipment could be required for a specific

instrument. For more information, refer to the service manual

for those instruments.

3.13ToolsThis table lists the tools that Trimble recommends for each level

of Service Provider:

Recommended tools and

equipment

Part

number

Servic

eLevel1

Servic

eLevel2

Servic

eLevel3

Servic

eLevel4

Optica

l

instruments

GPS

Machi

neControl

Const

ruction

instruments

Hand tools, e.g., screwdrivers,

pliers, wire cutters, nut drivers

X X X X X X X X

Soldering station, ESD

approved

X X X X X

Heating cabinet standard type,

variable temperature, min.

+60 oC

X X X X X X

Freezer, standard type,min. 20 oC

X X X X X X

Collimator type VACS 571 601 305 X X

Collimator type HACS 571 601 554 X X

Collimator bench with CCD

camera

79592001 X X X

Torque wrenches

3 Ncm120 Ncm

(0.27 lbfin10.62 lbfin)

X X X

Compensator calibration

tribrach

T08 143 202 X X X

Mast/Mechanical bench X X X

Purge system (Leak check) X X X X X


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Other tools could be required for a specific instrument. For more

information, refer to the service manual for the instrument.

313.1 Calibrated tools

For a comprehensive list of tools and details of how frequently

they must be calibrated, refer to the document Calibration

Routines for Service Providers.

To download the document, go to the Partners website and

select Info by subject / Service / General ServiceInformation.

Vise X X X

Arbor press X X X

Hose crimper X X X

Oxygen/Acetylene torches X X X

Arc welder X X X

Compressor X X X X

Drill press X X X

Fire extinguisher X X X X X X X X

First aid kit X X X X X X X X

Cleaning supplies X X X X X X X X

Lint free towels X X X X X X X X

Isopropyl alcohol X X X X X X X X

Brushes, etc. X X X X X X X X

Recommended tools and

equipment

Part

number

Service

Level1

Service

Level2

Service

Level3

Service

Level4

Optical

instrum

ents

GPS

Machin

eControl

Construction

instrum

ents


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3.14BaselinesTrimble recommends that you set up the following baselines.

Choose a baseline according to both of the following criteria: the equipment

your current Service Provider level

Minimum baseline recommended

Optical Instruments

Trimble TS

Nikon TS

GPS

MachineControl

Construction

Instruments

Level1

Level2

Level3

Level4

Levels 1 through 4

Prism baselines, 4x

10 m100 m (approx. 33 ft328 ft)

X1 X1 X X

Prism baseline, 1x

100 m500 m (approx. 328 ft1640 ft)

X X X X

DR baseline, 1x

2.4 m2.6 m

(approx. 7.9 ft8.5 ft)

X X

DR baseline, 1x

5.0 m5.5 m (approx. 16.4 ft18 ft)

X X

DR baselines, 3x

15 m50 m (approx. 49 ft164 ft)

X1 X1 X X

Baseline = zero X

ESD-protected area (EPA) X X X X2 X2 X2

1 Only one baseline is required2

Except for Service Level 1


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EPA with protective floor

Because the repair of optical instruments and lasers require tests

on baselines or optical benches, Trimble recommends that the

EPA have a protective floor. See Figure 3.3.

Figure 3.3 Protective floor

See also Protective flooring, page 26.

ESD-protected chair

ESD-protected

service parts cabinet

Ground antistatic floor mat


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EPA limited to the working bench

If the repair can be completed on the workbench, the EPA can be

limited to the workbench. This may apply when you repair a

GPS product, for example.

Figure 3.4 Protected workbench

See also Grounded workbench, page 27.

Dissipative mat

Snap-on common point ground connections

Wrist strap cable

Wrist strap

Electrical earth ground connection

Mat ground cable


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EPA for field maintenance

For field maintenance, a protected area could consist of an area

that is away from static generators and equipped with the

following items:

a personal wrist grounding strap

a portable protective work mat

ESD-protective packaging for parts

315.3 Protective flooring

Protective flooring materials are available in:

conductive, static-dissipative, and anti-static carpeting

vinyl sheeting

vinyl floor tiles

terrazzo

Use conductive adhesives to apply conductive vinyl flooring.

Do not wax hard-surfaced flooring because waxed surfaces are

highly resistive and prone to static generation.

315.4 Protective clothing

Wear conductive shoes, shoe covers, or heel grounders to

discharge static from people when conductive floors are used.

These items only need to be worn in the ESD-protected areas

and should be kept clean to avoid malfunction. People sitting at

workbenches in an ESD-protected area should use ESD-

protected work chairs.


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315.5 Packaging and shipping

Follow these procedures:

Ensure that all ESD-sensitive items that are submitted forshipping are packaged in ESD-protective packaging.

Remove items from the interim packaging only at anESD-grounded workbench. Observe the handling

guidelines.

315.6 Training

Personnel must be trained to effectively operate the

materials, equipment, and procedures in accordance withthe ESD requirements.

The EPA must be checked at least once a month.

315.7 Personal grounding straps

Personnel who handle ESD-sensitive items should wear a

skin-contact wrist strap. The strap rapidly dissipates personal

static charges safely to ground and equalizes personal staticlevels with those of the work surfaces. Alternatively, personal

grounding methods may be used. Personal grounding methods

include the use of conductive shoes, conductive chairs, and

ESD-protected floors.

315.8 Grounded workbench

Workbenches that have contact with ESD-sensitive items must

have an ESD-protective work surface over the area whereESD-sensitive items are placed. Workbench surfaces must be

connected to the ground through a ground cable.


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An ESD field service workbench kit consists of a dissipative

mat, a common point grounding cord, and a personal wrist strap

with a cord. See Figure 3.4 onpage 25.

315.9 Electrical equipment, tools, and soldering

iron

Soldering irons, solder pots, or flow soldering equipment should

be hard grounded or direct-current insulated from the power

line. Other electrical power equipment that comes into contact

with ESD-sensitive items should also be grounded. All handheld

tools should be ESD-protected.

3.16Test equipment requirementsEnsure that all test equipment that has exposed metallic surfaces

is electrically connected through a grounded plug to the

test-equipment power system or other hard ground. To avoid risk

of personal injuries, immediately fix or remove faulty test

equipment or tools that are used in electrical service work.

3.17Material data safety requirementsTrimble recommends that each Service Provider adhere to any

local laws or guidance on hazardous materials.


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CHAP TE R

4Administration System 4

In this chapter:

Service Provider Support homepage

Reporting system

Service parts logistic system

Quality system

To perform successfully as a Service Provider, you must have

established methods to handle and service customer equipment.

An administration system needs to be set up to do at least thefollowing:

Track incoming repairs

Track current backlog

Track outgoing repairs

Track equipment ownership

Perform customer billing

Record customer accessories received with repair

Systems can be paper-based or computer-based depending on

the volume of servicing work and your requirements.


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4.18Service Provider Support homepageTrimble uses a Customer Relationship Management (CRM)

software package to track product repairs and customer support.Service Providers can access the system through a standard

Internet connection and use it, for example, to request and

monitor Service Work Orders (SWOs) or to submit Dealer

Warranty Credit Requests (DWCRs).

4.19Reporting system

A successful Service Provider is able to evaluate theeffectiveness of service provided to customers.

Data relating to past service should be kept in a system that

creates reports on:

Personnel effectiveness

Repair volume and mix

Hit rate

Turn around time

Mean time to repair (MTTR)

On-time delivery

This data can be used to provide information to customers on the

return of a service item, answer questions about a past incident,

and to show overall performance against objectives. See also

Chapter 5, Monitoring Service Quality.

Reporting systems can range from simple databases to detailed

CRM software. Prices of systems vary depending on the

complexity of the system.


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C H A P T E R

5


Monitoring Service

Quality 5In this chapter:

Summary of metrics used

Hit rate

Turn-around time/Time To Function (TTF)

Mean Time To Repair (MTTR)

On-time delivery

To monitor service quality and evaluate the effectiveness of the

service provided to customers, a Service Provider uses metrics.

Note It is important that service technicians keep up to date with

service-related issues. Changes to a product may require a new or

updated service procedure. The information is communicated through

product bulletins, service bulletins, and manuals. Trimble

recommends that you review the Trimble Partners website for any new

documentation before you begin work on a unit.


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5.22Summary of metrics used

5.23Hit rateRepair service must be of such quality that the overall

customer-perceived service willexceed a hit rate that ishigher

than 95%. This means that in 95% of all service cases, the

problem has been fixed and the equipment is operable for a

period of at least three months from the date of service.

5.24Turn-around time/Time To Function(TTF)

Trimble recommends a goal of 5 days time to function. The

average service response must be better than 10 working days

time to function (TTF). This means that no customer should

have to wait more than 10 working days from the repair call (go

decision) to the time when the faulty instrument is repaired and

on its way back to the customer. Should the service workshop

fail to meet the 10 working days TTF, the customer might

receive a loaner unit that enables the customer to resume work.

Metric Why it is used

Hit rate Can be valuable in determining if a repaired product is actually

fixed.

Turn-around time or

time to function (TTF)

Should be monitored to ensure customer repairs are conducted in

a timely fashion so that customer downtime is kept to a minimum.

Mean Time To Repair

(MTTR)

Can help determine if a technician is conducting repairs within the

recommended repair times. A technician that consistently exceeds

these times may require additional training and/or tools to help

achieve recommended repair times.

On-time delivery Can be used to determine if the commitments of the service shop

are being met.


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Monitoring Service Quality 5


5.25Mean Time To Repair (MTTR)This is the actual amount of labor to repair a unit. Most products

have recommended repair times for each major repair operation.The mean time to repair (MTTR) should be comparable to the

recommended repair times for an experienced technician.

5.26On-time deliveryWhen the Service Provider receives the equipment for repair, the

customer is given an expected completion date. When this date

is met, the delivery is considered to be an on-time delivery.


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CHAP TE R

6


Communicating with

Trimble 6In this chapter:

Your contact details

Service workshop authorization

Step-by-step procedures

Up-to-date technical information

Web-based delivery of materials

Contacting Trimble

Warranty reimbursement

Trimble provides information to Service Providers in a number

of ways. For example:

The requirements for service workshop authorization areset out in the Trimble Service Provider Reference Manual

(this manual).

Step-by-step procedures on how to service each Trimbleproduct are provided in separate service manuals.


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Updates to service information, service bulletins, supportdocuments, and software downloads are available from the

Trimble Partners website.

6.27Your contact detailsIt is very important that Trimble has the latest contact details for

your service management team. If you have a change in

personnel or if you are unsure whether Trimble holds accurate

contact details for your team, please email the correct details to

Trimble Support. See Contacting Trimble, page 40. Please

ensure that you include the email address of your personnel.

6.28Service workshop authorizationThe Trimble Service Provider Reference Manual(this manual)

defines what is required for your service workshop to meet the

requirements for becoming a Trimble Authorized Service

Provider and for maintaining a Trimble Authorized Service

Provider workshop. It describes the recommended facilities,

technical ability, tools and equipment, defines the minimumquality standards, and describes the necessary systems for

managing a service workshop and maintaining records of

services performed.

6.29Step-by-step proceduresNote Always consult the latest version of the relevant service manual

before servicing a unit.


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Communicating with Trimble 6


A service manual contains:

the service procedures for the effective repair of the unit

a service parts list

safety information specific to the unit

the product specifications and general theory of operation

troubleshooting guidelines, post-repair tests, andperformance verification

detailed instructions on how to set up and run commontests such as the Trimble Seal Integrity Test

details of how to interface to the unit, and instructions forrunning any service software that is required

Service manuals are updated from time to time, so make sure

that the service manual you are using is the most recent. Current

manuals are available from the Trimble Partners website, and

access to the service manuals is enabled once training is

completed. See Chapter 7, Service Training.

6.30Up-to-date technical informationAuthorized Service Providers can access service bulletins from

the Trimble Partners website.

Trimble uses service bulletins to communicate information to its

worldwide service network, including:

product quality and reliability

part number changes

feature improvement

Service bulletins include instructions on how to address anychanges that have been made to the product.


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6.31Web-based delivery of materialsA service workshop must have access to the Trimble Partners

website:www.trimble.com/partners.shtml

The website provides access to service manuals, service

bulletins and, where applicable, software for download. It is also

the source of useful information in the form or product

documentation and marketing materials.

6.32Contacting TrimbleYour main point of contact for all communication with Trimble

is the Trimble Support email address:

[email protected]

Please send us an email if you:

have a question about service-related communications

have a question about support-related communications

need to report product issues need to request an expansion of service capabilities

have any other Trimble product- or pro cess-relatedquestion

The importance of this method of contact cannot be stressed

enough. Email correspondence creates a record of the question

or issue in Trimbles CRM software so that Trimble can make

future improvements.

You can request that Trimble respond to your query by email orby telephone.
http://www.trimble.com/partners.shtmlmailto:[email protected]:[email protected]://www.trimble.com/partners.shtml


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Communicating with Trimble 6


6.33Warranty reimbursementService Providers provide Trimble with details of services

performed through the warranty claim process. Use the web-based form to submit a Dealer Warranty Credit Request

(DWCR). The appropriate Regional Services Management

group reviews the request for approval and credit.


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49/66

CHAP TE R

7


Service Training 7In this chapter:

Personnel

Training

Qualifications

Technician service training is a key component of a successful

Service Provider. Trimble offers service training on an ongoing

basis. Before servicing a product, a service technician must have

completed the appropriate service training.

Note It is important that service technicians keep up to date with

service-related issues. Changes to a product may require a new or

updated service procedure. The information is communicated through

product bulletins, service bulletins, and manuals. Trimble

recommends that you review the Trimble Partners website for any new

documentation before you begin work on a unit.


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7 Service Training

7.34PersonnelA service technician should have the following attributes:

A good knowledge, based on the products serviced, ofelectronics, ESD practice, mechanics, and optics.

Experience with computers and software. Many of the

tools are computerized.

A good knowledge of the English language. Trimble

communications are in English.

Good communication skills; the ability to communicate

well with customers and Trimble staff.

7.35TrainingService technicians must undergo training on every product that

they might be performing service on. Training can be done at the

Trimble Regional Service Center or at sites designated by

Trimble.

At all Trimble-held service training courses, a certificate is

issued to participants who have completed the course. This is

proof of qualification of the participants and the companies that

they represent.

To request training or ask about training in your region, send an

email to [email protected]. Trimble also offers

training through its online system.
mailto:[email protected]:[email protected]


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Service Training 7


7.36QualificationsTrimble assesses the qualification of each service technician as

follows: An Authorized Service Provider workshop is required to

document a simple follow-up on how many service cases

each service technician has performed since employment

began. The record must distinguish between the different

products that have been serviced.

During a Service Provider review, an interview may be

conducted. The interviewer may ask service technicians

which products they are formally authorized/trained on,

and how many cases of those products they see eachmonth.


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7 Service Training


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AP P E NDI X

A


Electrostatic Discharge

(ESD) AThis appendix provides an overview of static electricity and

Electrostatic Discharge (ESD) damage.

A.37How damage can occurEveryday friction and the separation of materials generates static

electricity.

ESD damage can occur regardless of the direction in which the

electrical charge flows. The resistive path, unless protected by

specialized circuitry, can be damaged by the same charge

flowing in either direction.

ESD can damage components even if you do not touch them.

The damage is caused by the charge field dissipating through the

air, and through the device, to the ground.


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A.38SensitivityA human senses ESD

too late. You can: feel an ESD event

at 3000 volts or

higher

hear an ESD eventof 5000 volts or

higher

see an ESD eventof 10 000 volts or

higher

Some components are damaged at levels as low as 25 volts.

This table lists the ESD sensitivity of several types of device:

A.39Types of ESD failuresThere are two types of ESD failures on devices:

Upset. Usually causes no permanent hardware damage butdoes change the software, making it inoperable.

Device type Sensitivity (volts)

MOSFET 100

JFET 140

CMOS 250

Schottky diodes, TTL ICs, bipolar transistors 300

Carbon film resistors 1,000


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Electrostatic Discharge (ESD) A


Catastrophic. Failure can be immediate or latent:

Immediate. There is total failure, which is easily

identified during production.

Latent. There is partial failure. The device may pass a

test now but fail in the future.

A.40Avoiding ESD damageThree ways to avoid ESD damage are prevention, dissipation,

and isolation.

A40.1 Prevention

Preventative measures eliminate the sources of ESD charge. You

can:

use anti-static materials for bags, tapes, and storagematerials, and/or apply topical sprays

remove ESD-generating items from the location

A40.2 DissipationDissipation measures safely ground ESD charges before they

can cause damage. You can:

ground the equipment and your person

ground the connections on the equipment

wear wrist straps, foot straps, dissipative clothing, anddissipative shoes

select appropriate floors and floor coatings, such as vinyl

tiles, epoxy coatings, conductive carpets, and dissipativefloor finishes


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A40.3 Isolation

Isolation measures segregate ESD items from potential charges,

by packaging and/or by location.Note Most Trimble products are protected against static damage by

their housings and circuitry. To protect individual components from

ESD damage, however, carry out all service operations at an

ESD-controlled workstation. If printed circuit assemblies or

components are provided in ESD-protective packaging, only open or

handle them at an ESD workstation.

A.41Further readingMore information on ESD and EPA can be found in the

following texts:

ANSI/ESD-S20.20-1999. The ESD Association Standardfor the Development of an Electrostatic Discharge

Program for Protection of Electrical and Electronic Parts,

Assemblies, and Equipment (Excluding Electrically

Initiated Explosive Devices), ESD Association.

CEI/IEC 61340-5-1: 1998.Protection of electronicdevices from electrostatic phenomena Generalrequirements. International Electrotechnical Commission.

CEI/IEC 61340-5-2: 1998.Protection of electronicdevices from electrostatic phenomena User Guide.

International Electrotechnical Commission.


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AP P E NDI X

B


Pre-Delivery Inspection

Requirements: OpticalInstruments B

Every Trimble optical instrument (total station, digital level, or

level) is individually tested at the factory before it is distributed

to a customer or dealer. Because optical instruments contain

high-precision mechanical and optical components, Trimble

requires that every instrument be inspected before it is deliveredto a customer.

B.42Inspection requirementsInspection consists of:

verifying the specifications of the instrument

verifying the different functions of the instrument

testing the instrument together with all systemcomponents (for example, radio modules and control

units)


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B Pre-Delivery Inspection Requirements: Optical Instruments

If an instrument fails the pre-sale inspection, it must be

registered as defective. The Service Provider should repair this

instrument according to their service authorization level. Costs

for this repair are covered by the warranty conditions.


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Glossary

CRM Customer Relationship Management (software)

DWCR Dealer Warranty Credit Request

ESD Electro-Static Discharge

RSC Regional Service Center. This is a Factory Service Center

located at an operating site.

RSM Regional Service Manager. Each region has a service manager

who is responsible for the RSC and for the Service Providers in

that region.

ST Service Technologies. Each operating site has a Service

Technologies group that is responsible for the authorization of

the RSC or factory in that region.

SWO Service Work Order


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Glossary



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Index


A

adhesives 26

administration system 29

administration work area 12

agreement 2, 3

authorization processsee review process

Authorized Service Providersee Service

Provider

B

baselines, GPS and optical

instruments 21

Basic service Quality concept 4

C

cabinets required 16calibrated tools requirements 20

chairs 26

claims, warranty labor 30, 41

cleanliness of workshop 17

clothing, EPA requirements 26

construction instruments

baseline setup 21

electronic equipment

recommendations 18

tool recommendations 19contact details, supplying your 38

control measurement reviews 6

Customer Relationship Management

(CRM) software 30, 40

customer support 30

D

Dealer Warranty Credit Request

(DWCR) 30, 41

dirt 17

discounts on spare parts 2documentation system 37

dust 17

DWCRsee Dealer Warranty Credit

Request

E

electrical charge and ESD damage 47

electrical power equipment, groundingrequirements 28

electronic equipment,

recommendations 18

Electrostatic Discharge (ESD) 47

charge field dissipation 48

device failures 48

electrical flow, direction of 47

further reading 50

prevention requirements 22

training requirements 27Electrostatic Protected Area (EPA)

requirements 22

clothing 26

flooring 26


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Index

grounded workbench 27

personal grounding strap 27

product packaging 27

staff training 27test equipment 28

tool grounding 28

email address

contacting Trimble 40

training 44

Trimble Support ii

your comments 2

EPAsee Electrostatic Protected Area

equipment

requirements 11reviews 6

equipment, test 28

ESDsee Electrostatic Discharge

F

flooring requirements 15

for EPAs 24, 26

furniture 15

G

GPS devices

baseline setup 21


recommendations 18

tool recommendations 19

grounded workbench, EPA

requirement 27

grounding requirements 23

electrical power equipment 28

soldering irons 28

tools 28

workbenches 27

H

hit rate 34

I

inspection requirements for optical

instruments 51

inventory system

managing 31

review of 6

ISO 9001 2000 certification 3, 31

L

labor rates 2

labor, to repair a unit 35

Mmachine control products

baseline setup 21


recommendations 18


manualssee service manuals

mean time to repair 35

monitoring service quality 33

O

on-time delivery 35


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Index

optical instruments

baseline setup 21


recommendations 18inspection requirements 51

tools recommendations 19

P

packaging, EPA requirements 27

parts

managing inventory 31

purchasing 9

review of on-hand 6parts discounts 2

personal grounding straps,

requirements 27

product bulletins 33, 43

protective clothing, EPA

requirements 26

protective flooring, EPA

requirements 26

Q

qualifications of service technicians 45

quality system 31

R

recommended repair times 35

Regional Service Manager (RSM) 6

repair area 12repair policy 4

repair quality, hit rate 34

repair times, recommended 35

repairs

expected completion date 35

tracking progress of 30

reporting system 30requirements for

packaging 27

shipping 27

review process 6

completion of 9

Service Level 1 6

Service Level 2 6

Service Level 3 7

what it includes 6

S

service bulletins 33, 39, 43

Service Level 1 Provider

baseline setup 21


recommendations 18

review process 6


Service Level 2 Providerbaseline setup 21


recommendations 18

review process 6



definition of 5


recommendations 18

optical alignment tools 15review process 7




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Index

definition of 5


service levels 5

service manuals 33, 38, 43service metrics

hit rate 34

mean time to repair 35

on-time delivery 35

time to function 34

turn around time 34

service parts, managing inventory 31

Service Provider

contact information 38

obtaining authorization as 3see also Service Level 1 Provider,

Service Level 2 Provider,

Service Level 3 Provider,


Service Provider Agreement 2

duration of 3

signing 6

Service Provider, types of 5

service qualitysee service metrics

service response times 34service technicians

attributes 44

qualifications 45

training 44

Service Work Order (SWO) 30

service workshop

authorization 38

reviews 6

service workshop requirements 12

building 15cleanliness 17

Electrostatic Protected Area

(EPA) 22

furniture 15

temperature control 15

windows 15

workshop areas 12, 14shipping requirements 27

soldering equipment, EPA

requirements 28

storage area 13

storage technique reviews 6

straps, grounding 27

T

technical competence reviews 6technicianssee service technicians

temperature of service workshop 15

test equipment requirements 28

time to function 34

tools

EPA requirements 28

ESD requirements 28

recommendations for Service

Providers 19

tools, calibrated 20training

certificates 44

email address 44

requirements 43

training requirements 27

Trimble Regional Service Centers

(RSC) 6

turn-around time 34

U

unauthorized service workshop 4


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Index

W

warranty labor claims 30, 41

warranty liabilities 4

warranty reimbursementsee DealerWarranty Credit Request (DWCR)

waxed surfaces 26

window requirements 15

work chairs 26

workbench 15, 25

grounded 22

grounding requirements 27protected, example of 25

workshopsee service workshop

wrist straps 27


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Index

ServiceProv 200 a RefMan ENG

Documents

Transcript of ServiceProv 200 a RefMan ENG