Zone 1
Dispatch Type Repair
PROBLEM SUMMARY
NWD Scale Issues
ADDITIONAL NOTES
Unit located in Exam Room 19. 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 4. Thank you!
No SN provided
2/2 KSmith -- Scheduled for 2/5 with Scott. 12pm-2pm
2/2 KSmith -- Midmark shows parts were delivered on 1/30. No tracking was sent to EMSAR
2/2 KSmith -- Followed up with Midmark regarding parts
1/21 KSmith -- Scheduled for Friday with Scott. Please call when you are on your way. 12pm-2pm
1/21 KSmith -- Sent email to schedule for Friday
1/21 KHardison - Call went to full mb. Sent email regarding WO. Advised that a coordinator will call for scheduling.
🔧Work Performed
1-23-dt
Confirmed scale not functioning properly. Display stays off throughout entire travel of table.
After some back and forth, Scott brought me a shorter cat5 cable for testing. We discovered that the cat 5 data cable going between the scale board and the display was at fault. Customer provided cat5 cable to do some testing. His cable not long enough for the repair.
Midmark support suggests replacing both the USB power wire as well as the CAT5 cable. Approximately $35 each cable. Scott approved cost of cable. Will return When customer receives part and schedule is made.
2-5 dt
Replaced power USB wire and CAT5 display cable. Perform functional testing. Unit no longer losing display while going fully up or fully down.. unit passes functional testing and has been returned to service.
🔍Technician Findings
1-23-dt
Confirmed scale not functioning properly. Display stays off throughout entire travel of table.
After some back and forth, Scott brought me a shorter cat5 cable for testing. We discovered that the cat 5 data cable going between the scale board and the display was at fault. Customer provided cat5 cable to do some testing. His cable not long enough for the repair.
Midmark support suggests replacing both the USB power wire as well as the CAT5 cable. Approximately $35 each cable. Scott approved cost of cable. Will return When customer receives part and schedule is made.
2-5 dt
Replaced power USB wire and CAT5 display cable. Perform functional testing. Unit no longer losing display while going fully up or fully down.. unit passes functional testing and has been returned to service.
⚠️Problem Description
Zone 1
Dispatch Type Repair
PROBLEM SUMMARY
NWD Scale Issues
ADDITIONAL NOTES
Unit located in Exam Room 19. 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 4. Thank you!
No SN provided
📋
Outbound to +15512212052
Completed Feb 2, 2026
Lost connection. Will try again
📧
Email:RE: SR 1523300 - WO-00147761 -- WO-01338913
Completed Feb 2, 2026
From: Dispatch@midmark.com
To: ksmith@emsar.com
Hello, Kourtney,
I am showing parts was delivered on 1/30/25.
If you have any questions or need additional information, please contact Dispatch Department at 800.643.6275 ext 108919 or 937.688.9175 between 8:00 am and 5:00 pm EST Monday thru Thursday, 8:00 am and 4:00 pm EST Friday, or dispatch@midmark.com <mailto:dispatch@midmark.com> .
Thank you!
Designing better care.®
Jodi Chapm
📧
Email: SR 1523300 - WO-00147761 -- WO-01338913
Completed Feb 2, 2026
To: service@midmark.com
CC:
BCC:
Attachment: --none--
Subject: SR 1523300 - WO-00147761 -- WO-01338913
Body:
Good Morning Midmark,
Our technicain was onsite on 1/23 and found additional parts are needed.
Have those parts shipped? We have not received tracking to date.
BEST REGARDS,
KOURTNEY SMITH
ACCOUNT SERVICE COORDINATOR
EAST DISTRICT COORDINATOR
937-366-1038
877-323-6728 EXT 238
KSMITH@EMSAR.COM.
WWW.EMSAR.COM
Disclaimer: The disclaimer covers legal notifications for EMSAR distributed
📋
Outbound to +15512212052
Completed Jan 21, 2026
Scheduled for Friday with Scott. Please call when you are on your way.
📋
Outbound to +15512212052
Completed Jan 21, 2026
Phone issues. Could not hear Scott
📧
Email: Garden State Vet Specialists -- Midmark Repair -- WO-01338913
Completed Jan 21, 2026
To: scott.nilan@gsvs.org
CC:
BCC:
Attachment: --none--
Subject: Garden State Vet Specialists -- Midmark Repair -- WO-01338913
Body:
Good Morning Scott,
We received the request from Midmark to repair your scale that is having issues.
Would Friday afternoon work for the technician to come onsite and service the unit?
BEST REGARDS,
KOURTNEY SMITH
ACCOUNT SERVICE COORDINATOR
EAST DISTRICT COORDINATOR
937-366-1038
877-323-6728 EXT 238
KSMITH@EMSAR.COM.
WWW.EMSAR.COM
Disclaimer: The disclaimer
📋
Outbound to +15512212052
Completed Jan 21, 2026
Call went to full mb. Sent email regarding WO.
📅
WO-01338913 - Repair - Eatontown - Garden State Vet Specialists
Feb 5, 2026 1:00pm – 2:00pm
Work Order: WO-01338913
Account: MIDMARK
Customer Case Number: 1523300
Location: Garden State Vet Specialists
Address: 246 Industrial Way W, STE 3,, Eatontown, NJ 07724-4240
Manufacturer:
Model #:
Serial #:
Contact Name: Scott Nilan
Contact Phone: 15512212052
Contact Email: scott.nilan@gsvs.org
D
PDF
00560827 SRA
Jan 21, 2026
PDF
00560827 SRA
Feb 5, 2026
Timeline
📞
Case Linked Jan 21, 9:53 AM
Case Number:00560827
Subject:Repair
Status:Closed
📋
Work Order Created Jan 21, 10:15 AM
Work Order:WO-01338913
Type:Repair
Priority:P4
📅
Status: Ready for Scheduling by Kimberly HardisonJan 21, 10:22 AM
From:Entered
To:Ready for Scheduling
Duration in Previous:6m
👷
▶
2
Technician Assigned Jan 21, 10:29 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From:Ready for Scheduling
To:Assigned
Duration in Previous:7m
📅
▶
2
Dispatch Scheduled Jan 21, 12:26 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From:Assigned
To:Scheduled
Duration in Previous:1h 57m
⏳3.0 business days
🔧
Status: Tech On Site by David TrostJan 23, 10:57 PM
From:Scheduled
To:Tech On Site
Duration in Previous:2d 10h
💵
Expenses Added Jan 23, 11:11 PM
Type:Expenses
Status:Open
Qty:1
⏱️
▶
3
5x Labor Added Jan 23, 11:20 PM
5x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order:00089030
Status:Closed
📦
Status: Awaiting Parts by David Trost
From:Tech On Site
To:Awaiting Parts
Duration in Previous:23m
⚠️6.1 business days
🔄
Status: Reschedule by Kourtney SmithFeb 2, 9:18 AM
From:Awaiting Parts
To:Reschedule
Duration in Previous:9d 9h
📅
▶
2
Dispatch Scheduled Feb 2, 9:27 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From:Reschedule
To:Scheduled
Duration in Previous:8m
⏳4.0 business days
⏱️
4x Labor Added Feb 5, 8:21 PM
Type:Labor, Travel, Expenses
Status:Open
Qty:2, 1.5, 67
✔️
▶
2
Status: Completed Feb 5, 8:29 PM
Status: Completed → Status: Closed
🏁
Status: Closed by David Trost
From:Completed
To:Closed
Duration in Previous:1m
⏳3.4 business days
📄
Status: Ready to Bill by Nancy SuarezFeb 10, 4:43 PM
From:Closed
To:Ready to Bill
Duration in Previous:4d 20h
📨
▶
3
Status: Invoice Pending Feb 11, 1:45 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From:Invoice Pending
To:Invoiced
Duration in Previous:1m
🧾
Invoice Created
Invoice Number:SM-253612
Bottlenecks
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.6 business hours
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)