Technician Best Practices During COVID-19 Pandemic


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We are better when we work together, AS ONE.  Arnold Machinery Company continues to take precautions to protect our associates, our customers and the communities we serve from the spread of COVID-19, known as the coronavirus. We have taken guidance from the CDC and other government health agencies, to gather and implement “best practices” in 4 specific segments, focusing on the health and safety of our technicians, other onsite customer service providers and the customers they encounter:

Service Call/Dispatch

  • Does the customer have a specific COVID-19 form that will need to be completed prior to arrival at the site?  Can the form be provided prior to the technician coming on site to assure compliance with site requirements?
  • Are there specific accommodations (i.e. additional PPE, plans on how to interact at the facility) required to complete service work at the site?
  • What alternatives are available to documents being touched by multiple individuals (i.e. email approval of work orders in lieu of customer signature)?
  • Can the truck be taken to an isolated area or outside of the facility to perform the service?
  • Can the truck be serviced at the dealership?
  • Be able to describe the additional sanitizing protocols for technicians (descriptions below).

Technician Readiness

  • Questions to ask technicians:
    • Do you have a fever (100.4 degrees) or are your feeling sick?
    • Have you or a household member traveled to or been in contact with someone who traveled within the last 21 days to a COVID-19 affected region designed by CDC/WHO with a Warning Level 3 Travel Alert?
    • Have you or a household member been in contact within the last 21 days with someone that has been diagnosed with COVID-19?
    • Note: if any of the above answers are affirmative, the technician should contact their supervisor, and follow CDC guidelines (www.cdc.gov).
  • Focus on personal hygiene measures
    • Washing hands often with soap and water for at least 20 seconds. Using an alcohol-based hand sanitizer that contains at least 60% alcohol if soap and water are not available.
    • Avoiding close contact with people (stay 6 feet away from others).
    • Avoiding touching eyes, nose, and mouth with unwashed hands.
    • Staying home when sick.
    • Covering coughs or sneezes with a tissue (or with an elbow when a tissue is unavailable); then throwing the tissue in the trash.
    • Cleaning and sanitizing frequently touched objects and surfaces.
    • Limiting all travel to “as needed” basis and avoiding large groups (10 or more).
    • Notification to manager if any travel is outside of the country.
    • All correspondence should be done via phone or email with office staff, including tech support, parts ordering and dispatch.

Service Site Preparation/Pre-Service Considerations for Customers

  • Can a truck be taken outside of the facility to perform the service?
  • Can a truck be serviced at the dealership?
  • Know and follow customer requirements upon entering their facility and practice proper Social Distancing.
  • Work in an isolated area, or outside their facility (weather permitting), as practical.
  • Wipe down/sanitize machines before work is performed.
  • Wipe down/sanitize your service van (including steering wheel and door handles), tools, tool boxes and other frequently touched items on a twice daily basis
  • Technician readiness supplies (guidance from CDC (www.cdc.gov))
  • Wear gloves while performing service work, including writing and signing reports.
  • When obtaining parts for service, parts should be picked up at a remote area of the branch or sent directly to technician’s home or customer’s site. Gloves should be used when handling these parts or part boxes/ containers.

Post Service Processes

  • Wipe down/sanitize machines after work is performed.
  • If a customer allows verbal approval of service orders, make note with work order referencing the first and last name of customer contact agreeing to completed work.
  • If a customer does not allow verbal approval of service orders, sanitize the surface of mobile devices and pen/ stylus used to close work orders before and after customer signature. Maintaining social distance (6 feet or more) the entire time.
  • When releasing the lift truck back to production, a phone call with the customer is the preferred communication method. If release by phone is not allowed, continue to maintain social distance (6 feet or more) with any customer staff.
  • Dispose of gloves when finished with the job. When removing gloves, follow standard removal guidelines (i.e. turning gloves inside out while removing, roll one inside of the other, etc.). Place in a disposal container immediately after use.

 

Our services are essential in the midst of this crisis as it has created a surge in demand for many large companies to provide for countless Americans relying on essential products. We have implemented these practices to best protect our associates and our customers while continuing these services.  Please find your nearest branch on our locations page (https://arnoldmachinerymh.com/division-locations/) and give us a call with any questions or concerns. 

We at Arnold Machinery Company wish you all the best in regard to the health of you and those around you throughout this time.


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