Midmark Service Request Dispatch Authorization - WO-00099394
Closed
Travel Zone 4
Dispatch Type Repair
PROBLEM SUMMARY
NWD / wanting unit checked to make sure they are OK to use
ADDITIONAL NOTES
**This dispatch needs to be completed on the same trip as SR 1445096, 1445080, and 1445112.**
**The total dispatch time, including travel, exceeds 8 hours, overnight accommodations will be necessary. Customer has approved these accommodations, and receipts must be provided when submitting the Completed SRA and invoice for reimbursement
PCR CODES
Problem Cause Resolution
PRODUCT NOT PASSING EXTERNAL INSPECTION OR TESTING UM UNDETERMINED DIAGNOSING PRODUCT
Primary Delay12.5 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay8.6 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
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
2.3d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Awaiting Parts - Customer
12.5d
Completed
2.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Billing Review
4.7d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
9-25 Pgreen per Midmark no parts have been ordered as a PM WO is needed.
9-24 Pgreen emailed midmark for update
09-09 JMorris: Verified with Midmark, parts have not shipped as of this time.
09-04 JMorris: Spoke with Midmark- Bowie-Dick tested not recommended for M9/M11's. Customer still wants PM performed. Rescheduling for Tuesday due to not enough time to finish.
9-2 Mburris tried to called site and couldn't reach anyone
8-29 Mburris email sent to POC
08/29/2025 JRolston - Called site to reach site POC, Dawn Stob @ (541) 322-2330. Per Emily / Asst. Mgr., Dawn out-of-office today. Advised her that WO has been received, no parts shipping at this time, and will receive call from coordinators to schedule accordingly.
🔧Work Performed
Per Midmark: Bowie-Dicks sterilization test will return inconclusive results due to the processing parameters of the M9/M11. Sent official Midmark email to customer for records.
🔍Technician Findings
Bowie-Dicks test inconclusive.
⚠️Problem Description
Travel Zone 4
Dispatch Type Repair
PROBLEM SUMMARY
NWD / wanting unit checked to make sure they are OK to use
ADDITIONAL NOTES
**This dispatch needs to be completed on the same trip as SR 1445096, 1445080, and 1445112.**
**The total dispatch time, including travel, exceeds 8 hours, overnight accommodations will be necessary. Customer has approved these accommodations, and receipts must be provided when submitting the Completed SRA and invoice for reimbursement
If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230.
PCR CODES
Problem Cause Resolution
PRODUCT NOT PASSING EXTERNAL INSPECTION OR TESTING UM UNDETERMINED DIAGNOSING PRODUCT
📄Description
Midmark Model M11 (Series) Self Contained Steam Sterilizer (Includes ALL M11 Models)
📧
Email:SR 1445104 WO-00099394
Completed Sep 24, 2025
From: peter.green@emsar.com
To: service@midmark.com
Cc: jason.morris@emsar.com, michael.burris@emsar.com, nicholas.willick@emsar.com
Good Morning Midmark,
Is there an update or tracking number for SR 1445104?
Best Regards,
Peter Green
National Installation Supervisor
1-907-748-2113
Peter.Green@emsar.com <mailto:Peter.Green@emsar.com>
https://www.emsar.com <https://www.emsar.com/>
Book time with Peter Green <https://outlook.office.com/bookwithm
📞
Call
Completed Aug 29, 2025
08/29/2025 JRolston - Called site to reach site POC, Dawn Stob @ (541) 322-2330. Per Emily / Asst. Mgr., Dawn out-of-office today. Advised her that WO has been received, no parts shipping at this time, and will receive call from coordinators to schedule accordingly.
Sep 3, 2025 11:57am
@Jason Morris This one is 4 miles away
Sep 29, 2025 2:02pm
@Allison Belyea The customer case dosn't match the paper work attached seems like the Service request# and Wo Number are 1445104 WO-00099394 but on the customer case on work order we have SR 1445104 WO-01300428 should this be updated?
PDF
SRA_WO-00099394_ver1
Aug 29, 2025
PDF
SRA_WO-00099394_ver1
Sep 26, 2025
Timeline
📞
Case Linked Aug 29, 4:02 PM
Case Number:00523394
Subject:Midmark Service Request Dispatch Authorization - WO-00099394
Status:Closed
📋
▶
2
Work Order Created Aug 29, 4:25 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From:Entered
To:Ready for Scheduling
Duration in Previous:2m
👷
▶
2
Technician Assigned Aug 29, 5:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From:Ready for Scheduling
To:Assigned
Duration in Previous:1h 6m
⏳2.8 business days
📅
▶
2
Dispatch Scheduled Sep 3, 11:56 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From:Assigned
To:Scheduled
Duration in Previous:4d 18h
⏳3.0 business days
📅
Dispatch Scheduled by Michael BurrisSep 5, 9:16 AM
Scheduled For:2025-09-09T16:00:00.000+0000
⏳3.0 business days
👤
▶
4
Status: Awaiting Parts - Customer Sep 9, 4:08 PM
Status: Awaiting Parts - Customer → Status: Entered → Technician Assigned → Status: Awaiting Parts - Customer
🆕
Status: Entered by Michael Burris
From:Awaiting Parts - Customer, Entered
To:Entered, Assigned
Duration in Previous:1m, 0m
👷
Technician Assigned by Michael Burris
Technician:Jason Morris
👤
Status: Awaiting Parts - Customer by Michael Burris
From:Assigned
To:Awaiting Parts - Customer
Duration in Previous:0m
🚨13.0 business days
✔️
Status: Completed by Peter GreenSep 25, 12:03 PM
From:Awaiting Parts - Customer
To:Completed
Duration in Previous:15d 19h
⏳2.0 business days
⏱️
Labor Added Sep 26, 7:01 PM
Type:Labor
Status:Open
Qty:0.5
🏁
Status: Closed by Jason MorrisSep 26, 7:09 PM
From:Completed
To:Closed
Duration in Previous:1d 7h
⏳1.6 business days
💵
Status: Billing Review by Nancy SuarezSep 29, 2:03 PM
From:Closed
To:Billing Review
Duration in Previous:2d 18h
⚠️5.0 business days
📄
Status: Ready to Bill by Yecenia CamposOct 3, 8:46 PM
From:Billing Review
To:Ready to Bill
Duration in Previous:4d 6h
📨
Status: Invoice Pending by Yecenia CamposOct 3, 9:03 PM
From:Ready to Bill
To:Invoice Pending
Duration in Previous:16m
💰
Status: Invoiced by Yecenia CamposOct 4, 12:00 AM
From:Invoice Pending
To:Invoiced
Duration in Previous:2h 57m
⏳1.0 business days
🧾
Invoice Created Oct 6, 2:23 PM
Invoice Number:SM-242942
Bottlenecks
Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.9 business hours
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Billing Review
Duration: 4.7 business days (threshold: 2.0 business days)