Midmark Service Request Dispatch Authorization - WO-00103987
Closed
Travel Zone 1
PROBLEM SUMMARY
NWD - faulty hand switch
ADDITIONAL NOTES
If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 3.
PCR CODES
Problem Cause Resolution
SCRATCHED DENTED BROKEN HAND SWITCH ASSY REPLACE DEFECTIVE
Primary Delay6.9 days stuck in "WO Correction Needed"
⏱️
Total Delay3.9 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
0.6d / 1.0d SLA
Awaiting Parts - Customer
2.0d
Assigned
2.9d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Closed
2.2d / 1.0d SLA
WO Correction Needed
6.9d
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
9/22 SRogers: FSE accidentally attached wrong document. Tech is on PTO (out of country) and will attach correct attachment when he returns.
9/22/25 NSuarez SRA needs to be completed.
9/17 KSmith -- Scheduled for Friday per Lizettes preference. They have dentals on Thursday
9/17 KSmith -- Lizette requested Friday if possible. They have a dental on Thursday. Cell 718-650-5159
09/16/2025 JRolston - Per UPS, ETA on wb 1ZE444250373387561 is Wednesday, 9/17. Updated work order accordingly.
9/16 KSmith -- Lizette was not in yet. Advised to email. Sent email to schedule for Thursday (PR)
09/15/2025 JRolston - Per email from Midmark, parts have shipped on UPS waybill 1ZE444250373387561. No ETA as of yet. (UPS ground)
9/15 KSmith -- Awaiting parts from Midmark
09/12/2025 JRolston - Called site to reach site POC, Lizette Echevarria @ (718) 789-3647. Left message with Joshua / Front desk, advising that WO has been received, and will receive call from coordinators to schedule accordingly once shipped parts ETA has been confirmed.
🔧Work Performed
Confirmed faulty hand switch. X-rayed hand switch and observed a broken spring inside the hand switch.
Replace hand switch. Firmed functionality by shooting multiple images. Unit passes functional testing and has been returned to service.
🔍Technician Findings
Confirmed faulty hand switch. X-rayed hand switch and observed a broken spring inside the hand switch.
Replace hand switch. Firmed functionality by shooting multiple images. Unit passes functional testing and has been returned to service.
⚠️Problem Description
Travel Zone 1
PROBLEM SUMMARY
NWD - faulty hand switch
ADDITIONAL NOTES
If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Veterinary Tech Service at 844-856-1232, option 3.
PCR CODES
Problem Cause Resolution
SCRATCHED DENTED BROKEN HAND SWITCH ASSY REPLACE DEFECTIVE
📄Description
Dentalaire DC X-Ray Generator
📋
Outbound to +17187893647
Completed Sep 17, 2025
📋
Outbound to +17186505159
Completed Sep 17, 2025
Lizette requested Friday due to dentals on Thursday.
To: info@phanimalhospital.com
CC:
BCC:
Attachment: --none--
Subject: Prospect Heights Animal Hospital -- Midmark Repair -- WO-01304085
Body:
Hi Lizette,
We received the request for service on your dentalaire unit.
The parts have shipped and are scheduled to arrive tomorrow.
Would Thursday morning work for the technician to come onsite and service the unit?
BEST REGARDS,
KOURTNEY SMITH
ACCOUNT SERVICE COORDINATOR
CENTRAL DISTRICT COORDINATOR
937-366-1038
877-323-6728 EXT 238
KSMITH@EMSAR.C
📋
Outbound to +17187893647
Completed Sep 16, 2025
Lizette was not in yet. Advised to email.
📞
Call
Completed Sep 12, 2025
09/12/2025 JRolston - Called site to reach site POC, Lizette Echevarria @ (718) 789-3647. Left message with Joshua / Front desk, advising that WO has been received, and will receive call from coordinators to schedule accordingly once shipped parts ETA has been confirmed.
Sep 30, 2025 8:12am
@David Trost Welcome back from PTO! When you have a minute, can you please attach the SRA for this WO? You accidentally attached a random x-ray picture, please and thank you!