Q-00029815
Asset ID: 13085333 Hoyer Lift, not doing anything. Motor just beeps. Needs power cord.
Model: Hillrom - Viking M
Model Type: Patient Lift
Possible parts needed for this unit
1 power/charging cord, 20090028
1 ext. cord, 21090011
Asset ID: 13085344 Not doing anything even with new battery on.
Model: Liko, Inc. - L Series
Model Type: Patient Lift
The technician will need to evaluate each unit and confirm if parts are needed for repairs. If parts are not needed, they will not be used/billed.
Primary Delay39.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay50.1 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
19.9d / 3.0d SLA
Reschedule
1.3d / 2.0d SLA
Awaiting Parts - Customer
39.0d
Canceled
3.2d
Assigned
33.0d / 0.5d SLA
Closed
1.5d / 1.0d SLA
Billing Review
4.0d / 2.0d SLA
Ready to Bill
2.2d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
1/19/26 DPatton -WO needs to be cancelled per Dylan on case# (see parts order notes)
11/21 KHardison, Cancelling per customer request. Please see attached email.
11/19 KSmith -- David requested this WO be cancelled. They do not need service. Email attached
9/23 SRogers: Updating status back to Awaiting parts since only 1 out of 2 parts have shipped.
9/22 KSmith -- Responded to David's email to verify if both parts are onsite or just one. We are showing only 1 part has shipped currently in SMX
9/22/2025 jsells
customer received some parts
🔧Work Performed
Customer Requested Parts Order
⚠️Problem Description
Q-00029815
Asset ID: 13085333 Hoyer Lift, not doing anything. Motor just beeps. Needs power cord.
Model: Hillrom - Viking M
Model Type: Patient Lift
Possible parts needed for this unit
1 power/charging cord, 20090028
1 ext. cord, 21090011
The technician will need to evaluate each unit and confirm if parts are needed for repairs. If parts are not needed, they will not be used/billed. https://www.ebiotrack.com/workorder.php?wo=67847
📧
Email: Your Order Has Been Fulfilled.
Completed Jan 15, 2026
To: dsnow@aspenhillrehab.com
CC:
BCC:
Attachment: --none--
Subject: Your Order Has Been Fulfilled.
Body:
Dear Customer,
Your order # WO-01300353 has been fulfilled.
Please find the associated tracking number(s) below:
[1zr4f4580344757827]
These can be tracked at
UPS.com.
Should you have an inquiry please send an email to
dispatch@emsar.com.
EMSAR
Website: www.emsar.com
For any questions please contact the Dispatch Team
📧
Email:WO-01300353
Completed Nov 19, 2025
From: ksmith@emsar.com
To: dnakoff@emsar.com
David wants this work order cancelled. They did not request service.
best regards,
Kourtney smith
account service coordinator I
East District coordinator
937-366-1038
877-323-6728 EXT 238
ksmith@emsar.com <mailto:ksmith@emsar.com> .
www.emsar.com <https://linkprotect.cudasvc.com/url?a=http%3a%2f%2fwww.emsar.com%2f&c=E,1,D5uss1R4LJJKy-cEGLGTjEexQpj2gyc-9qRDpKKeGvEZlyzImjs4j0yzY9mAHykJqOUHi1GK72yKG2XqyZr0qBNh6mX-fWZiVcp
📋
Inbound from +19789129214
Completed Nov 19, 2025
customer has a question why tech showed up with out calling I transferred him to the coordinator
📧
Email:Re: [External]RE: [External]RE: [External]Update: Awaiting Parts for Your Work Order Ref{00DA.93zU:500VU.Yhst3}
Completed Sep 23, 2025
From: DSnow@aspenhillrehab.com
To: ksmith@emsar.com
Ok thank you
David Snow
Maintenance Director
Aspen Hill Rehabilitation & Healthcare Center
190 North Avenue / Haverhill, MA 01830
O 978-912-9214
________________________________
From: Kourtney Smith <ksmith@emsar.com>
Sent: Tuesday, September 23, 2025 11:23 AM
To: David Snow <DSnow@aspenhillrehab.com>
Subject: [External]RE: [External]RE: [External]Update: Awaiting Parts for Your Work Order Ref{00DA.93zU:500VU.Yhst
📧
Email:FW: [External]Update: Awaiting Parts for Your Work Order Ref{00DA.93zU:500VU.Yhst3}
Completed Sep 22, 2025
From: dispatch@emsar.com
To: ksmith@emsar.com
Cc: rhea.cook@emsar.com, sramen@emsar.com
Please see email below regarding WO-01300353.
Thank you,
EMSAR Dispatch
--------------- Original Message ---------------
From: David Snow [dsnow@aspenhillrehab.com]
Sent: 9/22/2025 9:36 AM
To: dispatch@emsar.com
Subject: Re: [External]Update: Awaiting Parts for Your Work Order Ref{00DA.93zU:500VU.Yhst3}
Please note that we have received some parts here at our location.
<htt
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Sep 19, 2025
To: dsnow@aspenhillrehab.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01300353Location: Aspen Hill Rehab and Healthcare CenterAddress: 190 North Ave Haverhill, MA 01830Device: Problem Description: Q-00029815
Asset ID: 13085333 Hoyer Lift, not doing anyt
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Sep 12, 2025
To: dsnow@aspenhillrehab.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01300353Location: Aspen Hill Rehab and Healthcare CenterAddress: 190 North Ave Haverhill, MA 01830Device: Problem Description: Q-00029815
Asset ID: 13085333 Hoyer Lift, not doing anyt
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Sep 5, 2025
To: dsnow@aspenhillrehab.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01300353Location: Aspen Hill Rehab and Healthcare CenterAddress: 190 North Ave Haverhill, MA 01830Device: Problem Description: Q-00029815
Asset ID: 13085333 Hoyer Lift, not doing anyt
📧
Email: Update: Awaiting Parts for Your Work Order
Completed Aug 29, 2025
To: dsnow@aspenhillrehab.com
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01300353Location: Aspen Hill Rehab and Healthcare CenterAddress: 190 North Ave Haverhill, MA 01830Device: Problem Description: Q-00029815
Asset ID: 13085333 Hoyer Lift, not doing anyt
Jan 23, 2026 2:22pm
@Keith Fricke @Rhonnie Reeves
Per the change in status, I assuming we determined that some of the parts delivered and we did not get them returned.
Can we determine what parts did actually deliver and which didn't so BR team can bill for those.
Rhonnie, included you here since I see you made the status change and thought you might have relevant information.
Q-00029815
Asset ID: 13085333 Hoyer Lift, not doing anything. Motor just beeps. Needs power cord.
Model: Hillrom - Viking M
Model Type: Patient Lift
Possible parts needed for this unit
1 power/charging cord, 20090028
1 ext. cord, 21090011
Asset ID: 13085344 Not doing anything even with
💬Case Comment
Internal Aug 29, 2025 8:45am
Reached out to orders to add parts to SM
Timeline
📞
Case Linked Aug 28, 3:40 PM
Case Number:00523012
Subject:URGENT: HCP L2 Review
Status:Closed
📋
▶
2
Work Order Created Aug 29, 12:47 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From:Entered
To:L2 Screening
Duration in Previous:1m
📦
▶
2
Parts Requested Aug 29, 12:55 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Dave Creditt
From:L2 Screening
To:Awaiting Parts
Duration in Previous:6m
🚨16.0 business days
🔩
▶
2
Parts Added Sep 22, 5:15 PM
Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From:Awaiting Parts
To:Reschedule
Duration in Previous:24d 4h
👤
Status: Awaiting Parts - Customer by Shawn RogersSep 23, 8:10 AM
From:Reschedule
To:Awaiting Parts - Customer
Duration in Previous:14h 54m
🚨39.0 business days
📦
Status: Awaiting Parts by Rhonnie ReevesNov 18, 9:58 AM
From:Awaiting Parts - Customer
To:Awaiting Parts
Duration in Previous:56d 2h
⏳4.0 business days
🆕
Status: Entered by Kimberly HardisonNov 21, 5:09 PM
From:Awaiting Parts, Entered
To:Entered, Canceled
Duration in Previous:3d 7h, 0m
⏳3.9 business days
👷
▶
2
Technician Assigned Nov 26, 10:23 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kimberly Hardison
From:Canceled
To:Assigned
Duration in Previous:4d 17h
🚨33.0 business days
📦
▶
3
Status: Awaiting Parts Jan 15, 2:34 PM
Status: Awaiting Parts → Expenses Added → Status: Closed
💵
Expenses Added
Type:Expenses
Status:Open
Qty:1
🏁
Status: Closed by Rhonnie Reeves
From:Awaiting Parts
To:Closed
Duration in Previous:3m
⏳2.0 business days
💵
Status: Billing Review by Diane PattonJan 19, 5:51 PM
From:Closed
To:Billing Review
Duration in Previous:4d 3h
⏳4.0 business days
📄
Status: Ready to Bill by Diane PattonJan 23, 5:29 PM
From:Billing Review
To:Ready to Bill
Duration in Previous:3d 23h
⏳2.8 business days
📨
▶
2
Status: Invoice Pending Jan 27, 5:53 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number:SM-252392
Bottlenecks
Awaiting Parts
Duration: 15.9 business days (threshold: 3.0 business days)
Exceeded by 12.9 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 33.0 business days (threshold: 4.0 business hours)
Exceeded by 32.5 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Billing Review
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.2 business days (threshold: 1.0 business days)