Work Order 360 View

🔒 Internal CSA Notes

9/5/25 RCook- Escalating WO to account manager due to contact issues.

9/5/25 RCook- Called pharmacy to confirm scheduling and parts being sent to store. On hold for 5 minutes. No answer. Could not leave message. 

9/5/25 RCook- Called pharmacy to speak with pharmacy manager, transferred to Pharmacy manager who stated I needed to to talk to the pharmacist. Was placed on hold. No answer. 

9/5/25 RCook- Spoke with Store manager, asked if scheduling ahead was needed, states we need to speak with the pharmacy manager. Call was then disconnected

9/5/25 RCook- LM at 571-329-1764 to schedule. 

9/5/25 RCook- @Nicole Floyd​ Does this site need to be called for scheduling? I see that this is a Wegmans grocery store but there is verbiage in the problem description for non retail. Please advise.

9/4/25 RCook- Chattered: @Nicole Floyd​ Does this site need to be called for scheduling? I see that this is a Wegmans grocery store but there is verbiage in the problem description for non retail. Please advise.

9/4 MOwens Called and left a vm for the POC for this location to schedule the repair visit for the Higi unit

9/3 MOwens Called and left a vm for the POC for the Higi unit to call back to schedule the repair visit for 9/8

🔧 Work Performed

9/8/25 PC- Repair/PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Reseeded cable on PC. Spoke with L2 and told them about the SN on unit. Was told to call Higi support and let them know what I found. Spoke to Russel at Higi and told him about the SN for the unit. Everything is good with the SN on unit. Completed Higi PM. Final Resolution: All function test pass. Multiple calls to pharmacy starting 9/4 through 9/5 with no success scheduling. Ph: 571-329-1764 Transferred to Pharmacy manager who stated we need to speak with the pharmacist. Was placed on hold. No answer. Call was disconnected. Subsequent calls left on hold up to 5 minutes. Could not leave message.

🔍 Technician Findings

9/8/25 PC- Repair/PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Reseeded cable on PC. Spoke with L2 and told them about the SN on unit. Was told to call Higi support and let them know what I found. Spoke to Russel at Higi and told him about the SN for the unit. Everything is good with the SN on unit. Completed Higi PM. Final Resolution: All function test pass.

⚠️ Problem Description

Special Instructions: Please restore network connectivity and confirm full functionality. Per chatter from Phil: we need a follow up work order created for the same task. Tech will need to obtain pictures of the serial numbers and communicate to L2 while onsite. Please do not use Benni Johnson for this WO. @Scott Berry He is fine for any other repair just not documenting WO. notes from parent WO: Tech notes Follow up needed to confirm the serial and kiosk id of this install. **IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call Use this password to access the kiosk: %K6A*Y%A If swapping out a PC, you would use: miker0me0g0lfech0 There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.** Please Perform a PM on this Kiosk and attach all required photos from Checklist Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance%20009%20DCR652.pdf

📄 Description

Higi Station Hardwired

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Sep 4, 2025 10:09am

@Emmanuel Morales​ @Phillip Castillo​ Can I change this to a repair/PM? There is a PM WO for this, WO-01230395. @Praelow Cameron​ 

Sep 4, 2025 3:29pm

@Nicole Floyd​ Does this site need to be called for scheduling? I see that this is a Wegmans grocery store but there is verbiage in the problem description for non retail. Please advise.

Sep 5, 2025 4:52pm

@Rhea Berry​  Per Higi - This is a retail location that does not required to schedule an onsite visit in advance. 

Please proceed with scheduling the onsite visit. I have placed the WO back into Ready for Scheduling

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