Technician Certification

Policy

In order to qualify as an Authorized Service Provider Apple requires GeekHampton to verify that all technicians servicing computers have up-to-date certifications. In addition, GeekHampton strives to maintain Premium Service Provider status by meeting Apple’s requirements for this program. Therefore all GeekHampton employees who repair or service computers must be Apple certified and remain certified throughout their employment as a technician. Technicians who allow their certifications to lapse will not be permitted to service computers.

Procedure

Certification Requirements

1. All GeekHampton technicians have achieved ACMT certification.

2. Probationary technicians must pass the ACMT certification exams within 90 days of hire date.

3. ACMT certification is renewed annually. GeekHampton technicians are responsible for monitoring their renewal date and passing the recertification before expiration.

New Products

New products that require certification by Apple will be announced through GSX. GeekHampton requires all technicians to become certified to service these new products within 30 days of the exams’ release. GeekHampton technicians are responsible for ensuring they meet this deadline for certification.

Exam Fee Reimbursement

GeekHampton will reimburse technicians upon completion of certification exams with passing scores.

Setting Up Orders and Purchase Orders in LightSpeed

Policy

If a repair requires a part to be ordered from Apple, an Order and Purchase Order (PO) must be setup in LightSpeed using an Apple-specified part code.

Procedure

Find the code for the needed part

1. In LightSpeed, click on the unit’s Serial Number in the SRO window, and hit the Return key on your keyboard.

2. The GSX Warranty Lookup window will appear. Click on the Parts Lookup box, located in the bottom left corner of this window. Click OK.

3. LightSpeed will open a parts window specific to the machine being repaired.

4. Search for the part by its description in the Parts Lookup search box located at the top of the window and once found, double click on the part to add it to the Parts tab/sub section of the SRO window. When you are finished looking for parts click on the Done button in the bottom right corner of the Parts Lookup window, then click on the Save button in the GSX Warranty Lookup window to close it.

5. Switch over to the Parts tab/sub section of the SRO window and click on the part to highlight it and click on the Save button in the lower right-hand corner of the SRO window.

Order the part

1. Once the SRO has been saved, the Order button on the bottom of the SRO window will appear.

2. With the part highlighted, click on the Order button, which will create an Order with the part added earlier. Double check that the price on the part has not changed since the Order was created. If it has, enter the correct price for the part.

3. Save the Order and proceed by clicking on the PO button in the bottom of the Order window.

Create the PO

1. A PO specific for the repair is created. Before saving the PO type Apple Service in the Supplier search field in the top of the PO window.

2. Double click on Apple Service for it to enter the Supplier into the PO. This will often, but not always, enter the Supplier code for the part in the PO. If it does not, type in the same code as the Product code in the Supplier code field.

3. The price for the part should be different in the PO than the price in the Order. Be sure to enter the price of the part as it is shown during the final page of setting up a repair in GSX. If GSX shows charges for shipping, add the Shipping product in the Purchases tab in the PO window. Double check to make sure the total price of the PO matches what you see in the final window in GSX before you save the repair.

4. Double check that everything matches and then save the PO.

5. Use the number of the PO in the Purchase Order Number field when asked during the initial setup of the repair in GSX.

Repair Documentation

Policy

All GeekHampton technicians document all repair activity including repair progress, customer calls, repair status, parts, serial numbers, and any other information that is pertinent to the repair in the Service Request Order (SRO). Updated and accurate documentation is imperative to the efficient functioning of the Tech Department.

Procedure

Document as much information as possible

More information is better than less. This cannot be stressed enough. Be as descriptive and precise as possible.

Where and what to document

1. Internal Notes field

   • Progress on the repair

   • Serial numbers, including non-Apple parts, are entered at the top of this field

   • All KGB serials, KBB serials, and tracking numbers must be entered in the corresponding SRO if the GSX repair requires these serials. This is important because this information may need to be referenced later on.

2. Parts field

   • Document any parts used for the repair. The “Parts” field includes both inventoried and non-inventoried items tracked through LightSpeed. Any parts required for the repair need to be entered in this field for tracking and invoicing purposes. These parts include items such as Apple-specific repair parts, backup drives, or software that the customer plans to purchase once the repair is complete.

3. Printed Notes

   • Any completed work is written in a manner that will be understood by the customer and is free of spelling or grammatical errors. Use LightSpeed’s built-in spell check to double-check your entries (CMD + ; calls up the spell check).

Operating System Upgrades

Policy

GeekHampton technicians follow a standard procedure when upgrading operating systems.

Procedure

1. Evaluate Computer. CRITICAL: Before starting, please look over the computer and make sure that the upgrade that is being requested is appropriate. If you think the customer should not do the upgrade or that they should add RAM, please discuss this with the customer before proceeding.

2. Backup. If the “Problem Description” field of the “SRO” indicates that the customer does not have a Time Machine backup, a backup of the customer’s home folders must be done before advancing. CRITICAL: Do not perform operating system upgrades on any computer that has not been backed up.

3. Update current OS: Computer’s OS and all firmware must be up-to-date before upgrade. If not, update the OS accordingly.

4. Run “Disk Utility” if applicable. (Note: as of macOS 10.11, El Capitan, “Disk Utility” has been changed and the OS has built in automation of “Disk Permission” repair)

   • Run disk utility to repair “Disk Permissions” and “Verify” the hard disk.

   • If the hard drive integrity cannot be verified, attempt to repair the drive with file system check.

   • The file system check must indicate that the drive has been repaired before proceeding with the system upgrade. If no errors were found, proceed.

5. Upgrade the OS to the next version of the operating system. 

6. If the operating system needs to be purchased through the App Store, refer to the information in the “Problem Description” field of the SRO and use the Apple ID and password provided by the customer.

7. Install the latest updates via Software Update

8. Complete the “Repair Completion Checklist." See “General Workflow” policy for copy of checklist.

9. Call the customer to notify them that the computer is ready for pick up.

General Workflow

Policy

All GeekHampton technicians follow a consistent daily workflow that includes prioritizing and organizing workload, servicing machines, and communicating with customers and team members.

Morning Procedure

Login to LightSpeed

If you are an hourly employee, create a new a “Timesheet” and start the timer.

Check Email

• Check your GeekHampton email address for any important messages, voicemails, etc. that may have been sent to you.

• Always respond to emails to let the person who sent the email to you know that it was received and the message was understood.

Return Phone Calls

• Return calls to customers who left a message.

• Call any customer you have promised to call.

• Document the call in the “Internal Notes” field of the SRO.

Assess Workload and Determine Status of Service Orders

1. Check status of parts orders
   

   • Log in to GSX and check tracking on parts that are needed. Knowing when parts are expected to arrive is important for estimating completion dates, especially for customers who are concerned about the repair turn around time or are in town for a limited time.

   • Call these customers with an update and possible arrival time for their part.
     

2. Check open SROs

   • Check LightSpeed for open SROs. The trackers located in the bottom left corner of the LightSpeed browser window will help you quickly see SROs grouped by their status. You can also check the “Not Yet Diagnosed” bin near the entrance of the tech room, for SROs that have not been started.

   • Customers must be updated on their service within 24 hours of drop-off even if there has not yet been a diagnosis. Document the call in the “Internal Notes” of the SRO with a time stamp.
     

3. Check status of on-bench computers

   • Check on-bench computers that were left running overnight (doing upgrades, backing up, running ASD, etc.)

   • Check notes in LightSpeed for on-bench machines to familiarize yourself with repairs that someone else may have been working on, so they can be completed in the technician’s absence.

   • Attempt to finish nearly completed machines before starting another.

Throughout the Day Procedures

Prioritize

Be sure to prioritize repairs by date received. AppleCare eligible machines are always higher priority than those without AppleCare. 

Order, receive and return parts

1. Order Parts through GSX before 4PM for next day shipment. If a part must be ordered, refer to the “Setting up Orders and POs in LightSpeed” policy and procedure.

2. When parts arrive during the day, be sure to receive the corresponding POs in LightSpeed before using the part. Reference the “Receiving POs in Light Speed” policy and procedure.

3. Parts being returned to Apple must be packaged in the way the part was received before shipping out. If it is late in the day and Fedex has already picked up outgoing packages, call Fedex and request the driver to come back if possible.

Document

1. Critical: Update notes throughout the day, especially following a phone call with or from the customer. Notes are entered in the “Internal Notes” field of the SRO with a time stamp.

2. All KGB serials, KBB serials, and tracking numbers must be entered in the corresponding SRO if the GSX repair requires these serials. This is important because this information may need to be referenced later on.

Marking repairs “Ready for Pickup” in GSX

1. Be sure to test any machines that required parts in GSX thoroughly before marking the repair “Ready for Pickup” in GSX.

2. Make sure the proper checklist for the repair is completed BEFORE the customer is notified that the repair is complete.

End of Day Procedure

1. Begin the “End of Day” procedure at 30 minutes before closing.

2. Wrap up any nearly completed repairs where possible.

3. If bench space is available, start repairs that can be left running overnight (ASD, Transfers, Upgrades, Backups, etc.)

4. Critical: Update all notes for SROs.

5. Critical: Make sure all customers have been updated on their repair within the promised 24-hour timeframe and document the call in “Internal Notes” field of the SRO. Make sure notes are very clear on all calls so other technicians know exactly what was discussed with the customer. If someone was promised a call, make sure it is done. Do not wait until the next morning to call them.

6. When all tasks are completed, if you had created a “Timesheet” earlier in the day, stop it, and log out of Lightspeed.

Converting Order to SRO

Policy

Any computer that is not leaving the store becomes an Order in Lightspeed not an invoice. This includes custom machines and "out-of-stock" machines as well. If the machine requires a data transfer or setup of some sort, the "Order" must be converted to an "SRO" (Service Request Order). Follow this procedure to prepare the computer for service in the tech department.

Procedure

1. Look up the customer’s “Order” in LightSpeed and verify that all of their information is correct under their “Customer” card (customer name, email, address and phone number).

2. Proceed with the “Convert to SRO” process by clicking on the “gear” icon located at the bottom of the “Order” window in Lightspeed.

3. When you click on the “gear” icon on the bottom of the “Order” window, a drop down menu will appear with additional options. You’ll want to select the “Convert to SRO” line in the drop down menu.

4. This will create an “SRO” that will carry over the customer’s info, the “Printed Notes” and “Internal Notes” fields, and of course the “Products” listed in the original “Order.”

5. Scan the serial number of the new computer into one of the “Serial Number” cells that are located near the center of the window in the “Repair” subsection/tab of the “SRO” window. If scanning in the serial, be sure to remove the “S” that has been added to the serial number due to the bar code, to be sure that LightSpeed will be able to properly detect what type of machine it is.

6. If they are transferring from a second computer put that in the second “Serial Number” field.

7. Click within the “Problem Description” field so that you can begin to enter information and finish setting up the “SRO.” Simultaneously press the “Command” and “Comma” keys on your keyboard, to bring up the “Phrases” window, then choose “Computer” from the list of “Phrases." This will load a template that will assist you in entering the necessary information needed to complete the work.

8. Remove the first line, “Computers” from the “Problem Description” field and enter in a proper description of the work that will be performed. Examples: “Data transfer from backup drive to new Mac.” “Data transfer from old Mac to new Mac.” “Transfer from old Mac to new Mac and install Windows 10 and Parallels.” “Transfer from backup drive and install Microsoft Office 365.”

9. If the old computer is present, start it up and check if there are programs that will be either incompatible or will need a serial number to be retrieved. Gather as much information as possible. For example, if the customer uses Dropbox, and the customer is present, ask them for the email address and password for Dropbox, as they will need to sign into their account after the transfer has been completed. If they know any of their email passwords that will be helpful too. Any additional information that you can include to help the tech department will be useful here.

10. Remove the “AST Results” line, as this is the only repair that does not require diagnostics.

11. Since High Sierra it is important to get the password of the old computer. If they do not have it and they are sure there is one, please explain that they will lose all saved passwords if we do not get it.  In addition, if they have no password on the old computer, please add one and put it on the SRO. If you are transferring from a backup drive and they are not sure about the password try to work with them to get this figured out. If they tell you they did not have a password on the computer before they did the backup it may make sense to ask them to take the backup drive home, put a password on the computer and re-backup the computer before we start.  

12. Obtain the customer's AppleID and password and test that it works, as the current macOS versions require an AppleID to update and accept certain Applications in the AppStore (Pages, Keynote, Numbers, etc). Note if they have 2 factor authentication turned on.

13. If they are transferring from a backup drive check when the last backup was and note it the date in the “Backup Status” line in the “Problem Description” field of the “SRO.”

14. Go to "Options" on the “SRO” and check appropriate boxes and enter the “Estimated Completion Date.”

15. Print 1 copy of the SRO and print as many SRO labels as needed for all pieces that are going into the tech room.

16. If the customer is present, make them aware of the “Estimated Completion Date.” For transfers we try and do it in 24-48 hours depending how busy we are.

Proceed with the “Convert to SRO” process by clicking on the “gear” icon located at the bottom of the “Order” window in Lightspeed.When you click on the “gear” icon on the bottom of the “Order” window, a drop down menu will appear with additional options. You’ll want to select the “Convert to SRO” line in the drop down menu.

Scan the serial number of the new computer into one of the “Serial Number” cells that are located near the center of the window in the “Repair” subsection/tab of the “SRO” window. If scanning in the serial, be sure to remove the “S” that has been added to the serial number due to the bar code, to be sure that LightSpeed will be able to properly detect what type of machine it is.

Click within the “Problem Description” field so that you can begin to enter information and finish setting up the “SRO.” Simultaneously press the “Command” and “Comma” keys on your keyboard, to bring up the “Phrases” window, then choose “Computer” from the list of “Phrases." This will load a template that will assist you in entering the necessary information needed to complete the work.

Converting an Order to Invoice

Policy

When a customer picks something up that was on order and is waiting for them in the office, convert their “order” to an “invoice” in LightSpeed.

Procedure

1. If a customer is in store after they have been called and notified their product or products have arrived, retrieve the product(s) from the office.

2. Bring out the item(s) and log into LightSpeed from one of the point of sales (POS) iMacs at the front registers. Pull up the customer’s “Order.”

3. Use this opportunity to read to the customer the list of items they have ordered. IE: “You ordered an iPad 12.9 cellular 128gb in Space Gray, is that correct?” Double check both the “Order” and the item(s) present to verify what you have matches up with what is listed in the “Order."

4. Click on “Invoice” button at the bottom of the “Order” window.

5. LightSpeed will create a new “Invoice” and carry over the products that were included in the “Order." If the customer has decided to purchase additional items, be sure add these items to the invoice before taking payment.

6. Apply any payments that the customer may have previously made to the order by going to the “Payments” tab/sub section in the “Invoice” window and click on the “Apply Credit” button. If credit is present, this button will typically be green.

7. Select the credit to apply.

8. With the credit now applied, ring the customer up for the remaining balance.

Click on “Invoice” button at the bottom of the “Order” window.

Apply any payments that the customer may have previously made to the order by going to the “Payments” tab/sub section in the “Invoice” window and click on the “Apply Credit” button.

Select the credit to apply.

Adding Products (Parts) to LightSpeed

Policy

Parts that have not been ordered for previous repairs must be entered into the LightSpeed database.

Procedure

1. When adding a part to an SRO, a message appears: “There is no Product record for this part in your database. Create one now?” This is usually an indication that this is the first time this part has been used in a repair. In order to proceed with adding the part, select “Yes.”

2. A new window appears with the title “Select the Live Rules that will be run on this Product.”

3. Check that “Apple Exchange” and “Apple Stock” are checked off

4. Click “Apply.”

5. Close the parts search window and the “GSX Warranty Lookup” window (if still open) leaving the Product window for the new Product just entered. Close the “Parts Lookup” window and the “GSX Warranty Lookup” window (if still open) leaving the “Product” window for the new part that was just entered.

6. Select “Apple Service” from the “Family” dropdown menu in the Product window.

7. Select “Parts” in the “Class” dropdown list, directly below the “Family” dropdown menu.

8. Check the “Editable Selling Price” checkbox towards the bottom of the Product window.

9. Be sure to add the “Supplier Code” to the “Product” by clicking on the “+” icon listed below “Costs” in the middle, left-hand side of the “Product” window. This will bring up the “New Cost” window. Select “Apple Service” under the “Supplier” dropdown menu in the top of the “New Cost” window. Enter the exact part number in the “Supplier Code” text box, then click on the “Save” button. It is not necessary to enter in the cost at this time, as they will be updated automatically, each time the part is used in an “SRO,” “Order,” or “PO.”

10. Click “Save” in the bottom right corner of the Product window.

11. A prompt appears again: “Select the Live Rules that will be run on this Product”

12. Check that “Apple Exchange” and “Apple Stock” are checked off

13. Click “Apply.”

14. A new window appears: “2 Live Rules were run on this Product.”

15. Click “OK” and close out of the newly created Product window and proceed with the rest of the repair.