ServiceProv 200 A RefMan ENG

REFERENCE MANUAL
Trimble Service Provider
Version 2.0 Part Number 022480-068 Revision A July 2006
Trimble Navigation Limited Engineering and Construction Group 5475 Kellenburger Road Dayton, Ohio 45424-1099 USA 800-538-7800 (toll free in USA) +1-937-245-5600 Phone +1-937-233-9004 Fax www.trimble.com Trimble Navigation Limited Mapping & GIS Division 10355 Westmoor Drive Suite #100 Westminster, CO 80021 USA www.trimble.com Trimble Navigation Limited Agriculture Division 10355 Westmoor Drive Suite #100 Westminster, CO 80021 USA +1-913-495-2700 Phone www.trimble.com
Trimble Support Email trimble_support@trimble.com Phone 800-767-4822 (toll free in USA) or +1-408-481-6940 Legal Notices Copyright and Trademarks 20042006, Trimble Navigation Limited. All rights reserved. Trimble and the Globe & Triangle logo are trademarks of Trimble Navigation Limited, registered in the United States Patent and Trademark Office and in other countries. All other trademarks are the property of their respective owners. Release Notice This is the July 2006 release (Revision A) of the Trimble Service Provider Reference Manual, part number 022480-068.
Contents
1 Introduction
This manual . . . . . . . . . Service Provider Agreement . Your comments . . . . . . . Contacting Trimble Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2 2 2 4 5 6 6 7 9
Obtaining Authorization as a Service Provider

Basic service Quality concept . . . . . Service levels: All Trimble products . . Authorization and review process . . . Obtaining authorization for Level 1 or 2 Obtaining authorization for Level 3 . . Once authorization is obtained . . . .
Workshop and Equipment Requirements

Workshop . . . . . . . . . . . . . . . . . . . . . . Workshop areas . . . . . . . . . . . . . . . . The building . . . . . . . . . . . . . . . . . . Workshop furniture . . . . . . . . . . . . . . Workshop cleanliness . . . . . . . . . . . . . Electronic equipment . . . . . . . . . . . . . . . . Tools . . . . . . . . . . . . . . . . . . . . . . . . . Calibrated tools . . . . . . . . . . . . . . . . Baselines . . . . . . . . . . . . . . . . . . . . . . ESD prevention requirements . . . . . . . . . . . . Workshop Electrostatic Protected Area (EPA). 12 12 15 15 17 18 19 20 21 22 22
Trimble Service Provider Reference Manual
iii
Contents
Grounding . . . . . . . . . . . . . . . . . . . Protective flooring . . . . . . . . . . . . . . . Protective clothing . . . . . . . . . . . . . . . Packaging and shipping . . . . . . . . . . . . Training . . . . . . . . . . . . . . . . . . . . Personal grounding straps. . . . . . . . . . . Grounded workbench . . . . . . . . . . . . . Electrical equipment, tools, and soldering iron Test equipment requirements . . . . . . . . . . . . Material data safety requirements . . . . . . . . . .
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23 26 26 27 27 27 27 28 28 28 30 30 31 31 34 34 34 35 35 38 38 38 39 40 40 41
Administration System
Service Provider Support homepage Reporting system . . . . . . . . . . Service parts logistic system. . . . . Quality system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Monitoring Service Quality

Summary of metrics used . . . . . . . . . Hit rate . . . . . . . . . . . . . . . . . . . Turn-around time/Time To Function (TTF) . Mean Time To Repair (MTTR) . . . . . . . On-time delivery . . . . . . . . . . . . . .
Communicating with Trimble

Your contact details . . . . . . . Service workshop authorization . Step-by-step procedures. . . . . Up-to-date technical information . Web-based delivery of materials. Contacting Trimble . . . . . . . . Warranty reimbursement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Service Training
Personnel . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
iv
Contents
Qualifications . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Electrostatic Discharge (ESD)

How damage can occur Sensitivity . . . . . . . Types of ESD failures . Avoiding ESD damage . Prevention . . . . Dissipation . . . . Isolation . . . . . Further reading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 48 48 49 49 49 50 50
Pre-Delivery Inspection Requirements: Optical Instruments

Inspection requirements . . . . . . . . . . . . . . . . . . . . . 51
Glossary
Contents
vi
CHAPTER
1
Introduction
In this chapter:
This manual Service Provider Agreement Your comments Contacting Trimble Support
1
1.1
This manual
Welcome to the Trimble Service Provider Reference Manual, previously called Trimble's Service Policies document. This manual describes what is required in order to become a Trimble Authorized Service Providerthe recommended facilities, technical ability, tools, and equipmentas well as the systems needed to manage a Trimble Authorized Service Provider workshop and to maintain service records. The manual can be downloaded in Adobe portable document format (PDF) from the Trimble Partners website, see page 40. Adobe Reader is free, and can be downloaded from www.adobe.com.
Introduction
1.2
Service Provider Agreement

The Service Provider Agreement mentioned in this manual is a separate document from your Reseller Agreement. A Service Provider Agreement defines specific details of your relationship with Trimble, including: warranty reimbursement labor rates spare parts discounts product repair authorization training requirements
1.3
Your comments
Feedback about this documentation helps us to improve it with each revision. Email your comments to ReaderFeedback@trimble.com.
1.4
Contacting Trimble Support

If you cannot find the information you need in this manual, contact Trimble Support. Details are in the front of this manual.
CHAPTER
2
In this chapter:
Basic service Quality concept Service levels: All Trimble products Authorization and review process Obtaining authorization for Level 1 or 2 Obtaining authorization for Level 3 Once authorization is obtained
2
Trimble has ISO 9001:2000 certification. To establish and maintain the Trimble Quality Assurance system, Trimble performs regular authorization and reviews of its Service Providersthis is one step towards maintaining and improving overall quality and for improving customer satisfaction. Service Providers are required to sign a Service Provider Agreement with Trimble that outlines the roles and responsibilities of each party. The agreement expires after two years, at which time re-authorization may be required.
2.5
Basic service Quality concept

Trimble wants to ensure that users who ask an authorized Trimble service workshop to correct a faulty or malfunctioning Trimble-made device receive it back in a state that meets specifications. The Trimble policy is to ensure that a device is always serviced by an authorized workshop and by qualified service technicians. This policy pays due respect to our customers legitimate expectations of our Quality Assurance and of Trimble as a leading supplier of measuring instruments. To safeguard the performance and specification of the Trimble device being repaired, Service Providers must follow the repair methods prescribed by Trimble. Repairs using other methods may result in the warranty being void. If an unauthorized service workshop performs service, Trimble does not assume Trimble warranty liabilities or obligations, nor does it comply with any applicable product liability laws.
2.6
Service levels: All Trimble products

Definition
Level Service Level 1
Overview of product. Operations inspection. Cleaning, external only (non-dismantling).
Software installation and update, depending on given Authorization. Note Because Level 1 is basically an introduction to Trimble product, Service Providers often find it more convenient to attend a combined Level 1 and Level 2 class at training school. On-line training is available for the few products that do require separate Level 1 training. For more information, please contact your nearest Trimble Service Center.
Service Level 2: electronic, optical, and laser products
All the previous, plus basic maintenance and part replacements that do not affect the specifications of the product:
Replacement of service parts that are categorized to Level 1 and 2. For example, tribrach and leveling base; tangent screws, covers, displays/keyboards, PCAs; bubble vials; battery maintenance. Advanced software installation. Basic theory of encoders and EDM systems. Optical mechanical adjustment of Collimator system. Common calibration procedure. Access to service software Level 2 and Survey Partners site. Full service on common service actions. Verify instrument to given manufacturers specifications. The specific repair operations for each product are defined in the service manual by the responsible Service Technologies Group or Manager. Access to service software Level 3 and Survey Partners site. Full service complicated, exceptional service actions requiring special equipment. Training of these Service Providers is on a different level from the training of Service Providers at Levels 1 through 3.
Service Level 3
All the previous, plus:
Service Level 4
Level 1 is the lowest of the four service levels. Service workshops can be qualified for Levels 1, 2, or 3. Level 4 is reserved for the Trimble Regional Service Centers (RSCs) but in some cases, a Service Provider can be qualified for Level 4.
2.7
Authorization and review process

Trimble representatives visit authorized service workshops and potential service workshops, including agents and satellite service workshops, to ensure that they comply with Trimble service and quality standards. The reviews include: inspection of the service workshop control of tools and calibrated equipment control measurements technical competence review review of on-hand parts, storage techniques, and inventory systems
2.8
Obtaining authorization for Level 1 or 2

As part of the authorization and reviewing process: The service agent organizes and furnishes a suitable workshop. A Service Provider Agreement is signed with the Trimble Regional Service Manager (RSM). See page 2. Technicians attend training before they service the products that they have asked to service. Tools and test facilities are installed. The RSM approves authorization to Service Level 1 and 2. The RSM cannot authorize Regional Service Centers (RSC).
The workshop is now part of the Trimble service network. The RSM continuously monitors the service workshop. Additional training tools and equipment may be required. The RSM will approve the workshop for Service Level 2. See the Service Workshop Authorization and Audit Process on page 8.
2.9
Obtaining authorization for Level 3

A Service Provider must have achieved Service Level 2 authorization before Service Level 3 authorization can be obtained. As part of the authorization and reviewing process: The service workshop is subject to inspection by the Trimble Regional Service Manager or Service Technology department. Suggestions may be issued regarding improvements to the workshop facilities, equipment, organization, tooling, and training. The RSM follows up on the implementation of the suggested improvements. Once they are implemented, the RSM authorizes the Service Provider.
The process then follows the Service Workshop Authorization and Audit Process, see page 8.
Service Workshop Authorization and Review Process

Service Provider Authorization and Review Process
Potential workshops identified
Note: RSM identifies workshops that require review or potential new workshops
Is this a new service workshop? RSC - Regional Service Center This is a Trimble servicing facility located within a region. RSM - Regional Service Manager Each region has a Manager who is responsible for the RSC and for the Service Providers located within that region. ST - Service Technologies Each Trimble factory has a Service Technologies group that is responsible for the authorization of the RSCs. NO
YES Workshop organized and facility provided Note: Potential Service Provider establishes suitable facilities and organizes workshop. See the Trimble Service Provider Reference Manual, Chapter 2.
Training attended
Note: Service Providers and potential Service Providers must attend training for any product to be serviced. Training must take place before first unit is serviced.
Tools and test equipment installed
Note: Tools and test equipment specific to products trained on must be purchased at time of training.
Authorization or review performed
Note: Authorization of new facilities and/or service center review of existing Service Providers is performed by RSM and/or RSMs designee, with assistance from ST group if requested.
Corrective actions communicated
Note: Any discrepancies between shop requirements and existing facilities or processes are determined during review. These are communicated to service workshop for implementation. Some discrepancies may have to be resolved before authorization/reauthorization (i.e. required); others may be recommended improvements. See the Trimble Service Provider Reference Manual, especially Chapters 2 and 3.
Corrective actions implemented
Authorize/reauthorize workshop
Note: Once required corrections are implemented, service workshop can be authorized/reauthorized to service those products for which training has been received.
Workshop orders spare parts as needed
Note: Service workshop, once authorized to service a particular product, can place orders for spare parts relating to servicing that product and can submit warranty reimbursement claims.
END
Note: File review checklist and notes with RSM and/or ST group.
2.10
Once authorization is obtained

As soon as authorization is obtained and corrective actions are completed, the service workshop can purchase spare parts for those products it is authorized to service. If the service workshop receives a product that it is not authorized to repair, the product must be forwarded to the RSC or to another service workshop that is authorized to repair that product. Exceptions to this may occur on a case-by-case basis with approval from the RSM.
10
CHAPTER
3
In this chapter:
Workshop Electronic equipment Tools Baselines ESD prevention requirements Test equipment requirements Material data safety requirements
3
This chapter outlines what you require to establish and maintain a service workshop. It includes recommended electronic equipment, hand tools, and electrostatic discharge (ESD) prevention measures, and shows a typical service shop layout.
11
3.11
Workshop
The size of the work area must be suitable for performing work in an efficient and correct way. In particular, a service workshop should: be divided into different workshop areas for different tasks be suitable for performing repairs contain certain furniture be kept clean
311.1
Workshop areas
The workshop should contain areas in which the Service Provider can: Perform repairs. All repairs must be performed in an Electrostatic Protected Area (EPA). See page 22. Perform administration work. Pack, unpack, and store goods.
12
Figure 3.1
Example of an administrative and storage area
Storage area
It is easier to keep the workshop area clean if the storage area is set aside and sealed off from the area where active service work is performed. When setting up a storage area: separate incoming equipment from outgoing equipment store customer equipment correctly to prevent damage clearly mark equipment to identify it easily
13
set up a system to document accessories received with products (for example, batteries, case, cables, documentation)
Figure 3.2
Example of a workshop layout
14
311.2
The building
The service workshop building must have: Windows of good quality glass, if baselines are arranged. A floor built for maximum stability, if laser calibration range and/or optical alignment range/equipment is repaired. The floor should be of adequate thickness and preferably made of concrete. For ESD prevention, see Protective flooring, page 26. Temperature control, as large temperature swings can damage electronic components.
311.3
Workshop furniture
Trimble recommends that the service workshop contain the following furniture: A workbench of an appropriate size. For Service Level 3 on optical instruments, the optical alignment tools must be mounted on a stable workbench so that tests and adjustments can be conducted in good conditions.
15
A computer with Internet access. Broadband access is recommended, as some file sizes may exceed 20 MB. An ESD-protected chair. A cabinet for components and spare parts. Components and spare parts must be stored in an ESD-protected manner. A cabinet for documents. A cabinet for storing test equipment and tools.
16
Tools and equipment. See Electronic equipment, page 18 and Tools, page 19.
311.4
Workshop cleanliness
To ensure a high quality repair, the workshop area must be kept clean and free from dirt and dust. Optical and electronic instruments can be harmed if internal components are exposed to dirt, dust, or other contaminants. To ensure proper grounding and to keep electronics free from contaminates, clean all workbenches and ESD mats with a static-dissipative cleaner.
17
Keep the service workshop well organized and tidy. This helps to ensure efficient repairs and the proper tracking of customer equipment through the repair process. Trimble recommends that the workshop area is also kept smoke free.
B
3.12
Tip Arrange the service workshop so that it is easy to clean. Do not let dust get into any instrument that is being serviced.
Electronic equipment
This table lists the electronic equipment that Trimble recommends for each level of Service Provider.
Construction instruments X X X X
Optical instruments
Power supply min. 1 x 20 V 4 A variable Multimeter DC 0 V1000 V 0.3% +1 Resolution 100 v-1 AC 0 V1000 V 1% +3 Frequency counter 100 MHz300 MHz Uncertainty <1 x 10-7 at (23 3) C/year Resolution 10 digits, ma. 0.1 MHz e.g. Fluke PM6685/-5- with OCXO Power supply min. 1 x 30 V 10 A variable
X X
X X
X X
X X
X X
18
Machine Control X
Service Level 1
Service Level 2
Service Level 3
Service Level 4
GPS
Other electronic equipment could be required for a specific instrument. For more information, refer to the service manual for those instruments.
3.13
Tools
This table lists the tools that Trimble recommends for each level of Service Provider:
Machine Control X X X X X X X X Service Level 1 Service Level 2 Service Level 3 Service Level 4
Recommended tools and equipment
Part number
Hand tools, e.g., screwdrivers, pliers, wire cutters, nut drivers Soldering station, ESD approved Heating cabinet standard type, variable temperature, min. +60 oC Freezer, standard type, min. 20 oC Collimator type VACS Collimator type HACS Collimator bench with CCD camera Torque wrenches 3 Ncm120 Ncm (0.27 lbfin10.62 lbfin) Compensator calibration tribrach Mast/Mechanical bench Purge system (Leak check)
X X
X X X
X X X
571 601 305 571 601 554 79592001
X X X
X X X X X
X X
X X
T08 143 202
X X X
X X X
Construction instruments X X X X 19
Optical instruments
GPS
Machine Control X X X X X X X X X X X X X
Service Level 1
Service Level 2
Service Level 3
Service Level 4
Recommended tools and equipment
Part number
Vise Arbor press Hose crimper Oxygen/Acetylene torches Arc welder Compressor Drill press Fire extinguisher First aid kit Cleaning supplies Lint free towels Isopropyl alcohol Brushes, etc.
X X X X X X X X X X X X
X X X X X X X X X X X X X
X X X X X X X X X X X X X X X X X X X X X X X X X
Other tools could be required for a specific instrument. For more information, refer to the service manual for the instrument.
313.1
Calibrated tools
For a comprehensive list of tools and details of how frequently they must be calibrated, refer to the document Calibration Routines for Service Providers. To download the document, go to the Partners website and select Info by subject / Service / General Service Information.
20
Construction instruments X X X X X X X
Optical instruments
GPS
3.14
Baselines
Trimble recommends that you set up the following baselines. Choose a baseline according to both of the following criteria: the equipment your current Service Provider level
Machine Control X2
Optical Instruments Minimum baseline recommended Trimble TS Nikon TS
Level 1
Level 2
Level 3
Level 4
Levels 1 through 4
Prism baselines, 4x 10 m100 m (approx. 33 ft328 ft) Prism baseline, 1x 100 m500 m (approx. 328 ft1640 ft) DR baseline, 1x 2.4 m2.6 m (approx. 7.9 ft8.5 ft) DR baseline, 1x 5.0 m5.5 m (approx. 16.4 ft18 ft) DR baselines, 3x 15 m50 m (approx. 49 ft164 ft) Baseline = zero ESD-protected area (EPA)
1
X1 X
X1 X
X X X
X X X
X X1 X1 X
X X X
X2
Only one baseline is required for Service Level 1
2 Except
Construction Instruments X2 21
GPS
3.15
ESD prevention requirements

Everyday friction and the separation of materials generate static electricity. Static electricity and its associated electrostatic discharge (ESD) damages sensitive components and assemblies. See Appendix A, Electrostatic Discharge (ESD). The service operations described in service manuals can expose sensitive internal components to static electricity, so it is important that you have effective ESD controls as part of the service process.
315.1
Workshop Electrostatic Protected Area (EPA)

To prevent ESD damage to sensitive components and assemblies, all repairs on Trimble devices must be performed in an Electrostatic Protected Area (EPA). When setting up an EPA, take the following measures to ensure it is correctly set up and used: Determine the requirements for the establishment of protected areas and ground workbenches. Clearly identify the EPA by signs and tapes on the floor. Restrict access to the EPA to people who are properly trained. If an instrument has to be moved outside of the EPA during the repair, for example, for distance measuring tests, first rebuild the equipment with all protecting covers. Certify the adequacy of protected areas and grounded workbenches before they are used. Document certification-testing procedures and data.
22
Ensure the use of protective personal clothing and proper personal grounding at all necessary points, where ESD-sensitive items are handled outside their protective packaging. Establish and conduct training programs to ensure that all personnel, who handle ESD-sensitive items, have received the necessary training and have required the necessary skills.
Note Personnel who are qualified in ESD/EPA requirements must carry out and approve the design and installation of an EPA.
315.2
Grounding
Technicians, visitors, equipment, and exposed surfaces must be properly grounded in the EPA. Devices that cannot be grounded in the EPA (for example, a computer, monitor, and keypad) should be placed at least 4050 cm away from the EPA. Some typical examples of grounding are described below.
23
EPA with protective floor

Because the repair of optical instruments and lasers require tests on baselines or optical benches, Trimble recommends that the EPA have a protective floor. See Figure 3.3.
ESD-protected service parts cabinet
ESD-protected chair
Ground antistatic floor mat
Figure 3.3
Protective floor
See also Protective flooring, page 26.
24
EPA limited to the working bench

If the repair can be completed on the workbench, the EPA can be limited to the workbench. This may apply when you repair a GPS product, for example.
Wrist strap Wrist strap cable
Dissipative mat
Snap-on common point ground connections Mat ground cable
Electrical earth ground connection
Figure 3.4
Protected workbench
See also Grounded workbench, page 27.
25
EPA for field maintenance

For field maintenance, a protected area could consist of an area that is away from static generators and equipped with the following items: a personal wrist grounding strap a portable protective work mat ESD-protective packaging for parts
315.3
Protective flooring
Protective flooring materials are available in: conductive, static-dissipative, and anti-static carpeting vinyl sheeting vinyl floor tiles terrazzo
Use conductive adhesives to apply conductive vinyl flooring. Do not wax hard-surfaced flooring because waxed surfaces are highly resistive and prone to static generation.
315.4
Protective clothing
Wear conductive shoes, shoe covers, or heel grounders to discharge static from people when conductive floors are used. These items only need to be worn in the ESD-protected areas and should be kept clean to avoid malfunction. People sitting at workbenches in an ESD-protected area should use ESDprotected work chairs.
26
315.5
Packaging and shipping

Follow these procedures: Ensure that all ESD-sensitive items that are submitted for shipping are packaged in ESD-protective packaging. Remove items from the interim packaging only at an ESD-grounded workbench. Observe the handling guidelines.
315.6
Training
Personnel must be trained to effectively operate the materials, equipment, and procedures in accordance with the ESD requirements. The EPA must be checked at least once a month.
315.7
Personal grounding straps

Personnel who handle ESD-sensitive items should wear a skin-contact wrist strap. The strap rapidly dissipates personal static charges safely to ground and equalizes personal static levels with those of the work surfaces. Alternatively, personal grounding methods may be used. Personal grounding methods include the use of conductive shoes, conductive chairs, and ESD-protected floors.
315.8
Grounded workbench
Workbenches that have contact with ESD-sensitive items must have an ESD-protective work surface over the area where ESD-sensitive items are placed. Workbench surfaces must be connected to the ground through a ground cable.
27
An ESD field service workbench kit consists of a dissipative mat, a common point grounding cord, and a personal wrist strap with a cord. See Figure 3.4 on page 25.
315.9
Electrical equipment, tools, and soldering iron

Soldering irons, solder pots, or flow soldering equipment should be hard grounded or direct-current insulated from the power line. Other electrical power equipment that comes into contact with ESD-sensitive items should also be grounded. All handheld tools should be ESD-protected.
3.16
Test equipment requirements

Ensure that all test equipment that has exposed metallic surfaces is electrically connected through a grounded plug to the test-equipment power system or other hard ground. To avoid risk of personal injuries, immediately fix or remove faulty test equipment or tools that are used in electrical service work.
3.17
Material data safety requirements

Trimble recommends that each Service Provider adhere to any local laws or guidance on hazardous materials.
28
CHAPTER
4
In this chapter:
Service Provider Support homepage Reporting system Service parts logistic system Quality system
4
To perform successfully as a Service Provider, you must have established methods to handle and service customer equipment. An administration system needs to be set up to do at least the following: Track incoming repairs Track current backlog Track outgoing repairs Track equipment ownership Perform customer billing Record customer accessories received with repair
Systems can be paper-based or computer-based depending on the volume of servicing work and your requirements.
29
4.18
Service Provider Support homepage

Trimble uses a Customer Relationship Management (CRM) software package to track product repairs and customer support. Service Providers can access the system through a standard Internet connection and use it, for example, to request and monitor Service Work Orders (SWOs) or to submit Dealer Warranty Credit Requests (DWCRs).
4.19
Reporting system
A successful Service Provider is able to evaluate the effectiveness of service provided to customers. Data relating to past service should be kept in a system that creates reports on: Personnel effectiveness Repair volume and mix Hit rate Turn around time Mean time to repair (MTTR) On-time delivery
This data can be used to provide information to customers on the return of a service item, answer questions about a past incident, and to show overall performance against objectives. See also Chapter 5, Monitoring Service Quality. Reporting systems can range from simple databases to detailed CRM software. Prices of systems vary depending on the complexity of the system.
30
4.20
Service parts logistic system

To manage service part inventories, it is important to have a well-defined system. An inventory tracking system should be able to track all parts used to repair a product. Order points for each service part should also be established to ensure that an adequate stock of service parts is maintained. For example, you could attach a reserve amount of service parts in a bag, which is labeled with the part number and order quantity, to the last two or three parts in stock. Once the bag is opened, the tag should be submitted to order more parts. Parts should be organized so that it is easy to pull and restock service parts. Parts may be stored in numerical order or, in some cases, by product family in numerical order.
4.21
Quality system
Depending on your market requirements, you may choose to use one of several Quality systems to help design and maintain consistent business processes and to record quality metrics to ensure that products and services are provided at the highest possible levels. Trimble is an ISO 9001:2000 certified company. The ISO 9001 system is used to ensure that good business processes and quality standards are an integral part of the products and services produced by Trimble.
31
32
CHAPTER
5
In this chapter:
Summary of metrics used Hit rate Turn-around time/Time To Function (TTF) Mean Time To Repair (MTTR) On-time delivery
5
To monitor service quality and evaluate the effectiveness of the service provided to customers, a Service Provider uses metrics.
Note It is important that service technicians keep up to date with service-related issues. Changes to a product may require a new or updated service procedure. The information is communicated through product bulletins, service bulletins, and manuals. Trimble recommends that you review the Trimble Partners website for any new documentation before you begin work on a unit.
33
5.22
Summary of metrics used

Why it is used Can be valuable in determining if a repaired product is actually fixed. Should be monitored to ensure customer repairs are conducted in a timely fashion so that customer downtime is kept to a minimum. Can help determine if a technician is conducting repairs within the recommended repair times. A technician that consistently exceeds these times may require additional training and/or tools to help achieve recommended repair times. Can be used to determine if the commitments of the service shop are being met.
Metric Hit rate Turn-around time or time to function (TTF) Mean Time To Repair (MTTR)
On-time delivery
5.23
Hit rate
Repair service must be of such quality that the overall customer-perceived service will exceed a hit rate that is higher than 95%. This means that in 95% of all service cases, the problem has been fixed and the equipment is operable for a period of at least three months from the date of service.
5.24
Turn-around time/Time To Function (TTF)

Trimble recommends a goal of 5 days time to function. The average service response must be better than 10 working days time to function (TTF). This means that no customer should have to wait more than 10 working days from the repair call (go decision) to the time when the faulty instrument is repaired and on its way back to the customer. Should the service workshop fail to meet the 10 working days TTF, the customer might receive a loaner unit that enables the customer to resume work.
34
5.25
Mean Time To Repair (MTTR)

This is the actual amount of labor to repair a unit. Most products have recommended repair times for each major repair operation. The mean time to repair (MTTR) should be comparable to the recommended repair times for an experienced technician.
5.26
On-time delivery
When the Service Provider receives the equipment for repair, the customer is given an expected completion date. When this date is met, the delivery is considered to be an on-time delivery.
35
36
CHAPTER
6
In this chapter:
Your contact details Service workshop authorization Step-by-step procedures Up-to-date technical information Web-based delivery of materials Contacting Trimble Warranty reimbursement
6
Trimble provides information to Service Providers in a number of ways. For example: The requirements for service workshop authorization are set out in the Trimble Service Provider Reference Manual (this manual). Step-by-step procedures on how to service each Trimble product are provided in separate service manuals.
37
Updates to service information, service bulletins, support documents, and software downloads are available from the Trimble Partners website.
6.27
Your contact details

It is very important that Trimble has the latest contact details for your service management team. If you have a change in personnel or if you are unsure whether Trimble holds accurate contact details for your team, please email the correct details to Trimble Support. See Contacting Trimble, page 40. Please ensure that you include the email address of your personnel.
6.28
Service workshop authorization

The Trimble Service Provider Reference Manual (this manual) defines what is required for your service workshop to meet the requirements for becoming a Trimble Authorized Service Provider and for maintaining a Trimble Authorized Service Provider workshop. It describes the recommended facilities, technical ability, tools and equipment, defines the minimum quality standards, and describes the necessary systems for managing a service workshop and maintaining records of services performed.
6.29
Step-by-step procedures
Note Always consult the latest version of the relevant service manual before servicing a unit.
38
A service manual contains: the service procedures for the effective repair of the unit a service parts list safety information specific to the unit the product specifications and general theory of operation troubleshooting guidelines, post-repair tests, and performance verification detailed instructions on how to set up and run common tests such as the Trimble Seal Integrity Test details of how to interface to the unit, and instructions for running any service software that is required
Service manuals are updated from time to time, so make sure that the service manual you are using is the most recent. Current manuals are available from the Trimble Partners website, and access to the service manuals is enabled once training is completed. See Chapter 7, Service Training.
6.30
Up-to-date technical information

Authorized Service Providers can access service bulletins from the Trimble Partners website. Trimble uses service bulletins to communicate information to its worldwide service network, including: product quality and reliability part number changes feature improvement
Service bulletins include instructions on how to address any changes that have been made to the product.
39
6.31
Web-based delivery of materials

A service workshop must have access to the Trimble Partners website: www.trimble.com/partners.shtml The website provides access to service manuals, service bulletins and, where applicable, software for download. It is also the source of useful information in the form or product documentation and marketing materials.
6.32
Contacting Trimble
Your main point of contact for all communication with Trimble is the Trimble Support email address: trimble_support@trimble.com Please send us an email if you: have a question about service-related communications have a question about support-related communications need to report product issues need to request an expansion of service capabilities have any other Trimble product- or pro cess-related question
The importance of this method of contact cannot be stressed enough. Email correspondence creates a record of the question or issue in Trimbles CRM software so that Trimble can make future improvements. You can request that Trimble respond to your query by email or by telephone.
40
6.33
Warranty reimbursement
Service Providers provide Trimble with details of services performed through the warranty claim process. Use the webbased form to submit a Dealer Warranty Credit Request (DWCR). The appropriate Regional Services Management group reviews the request for approval and credit.
41
42
CHAPTER
7
Service Training
In this chapter:
Personnel Training Qualifications
7
Technician service training is a key component of a successful Service Provider. Trimble offers service training on an ongoing basis. Before servicing a product, a service technician must have completed the appropriate service training.
Note It is important that service technicians keep up to date with service-related issues. Changes to a product may require a new or updated service procedure. The information is communicated through product bulletins, service bulletins, and manuals. Trimble recommends that you review the Trimble Partners website for any new documentation before you begin work on a unit.
43
Service Training
7.34
Personnel
A service technician should have the following attributes: A good knowledge, based on the products serviced, of electronics, ESD practice, mechanics, and optics. Experience with computers and software. Many of the tools are computerized. A good knowledge of the English language. Trimble communications are in English. Good communication skills; the ability to communicate well with customers and Trimble staff.
7.35
Training
Service technicians must undergo training on every product that they might be performing service on. Training can be done at the Trimble Regional Service Center or at sites designated by Trimble. At all Trimble-held service training courses, a certificate is issued to participants who have completed the course. This is proof of qualification of the participants and the companies that they represent. To request training or ask about training in your region, send an email to trimble_support@trimble.com. Trimble also offers training through its online system.
44
Service Training
7.36
Qualifications
Trimble assesses the qualification of each service technician as follows: An Authorized Service Provider workshop is required to document a simple follow-up on how many service cases each service technician has performed since employment began. The record must distinguish between the different products that have been serviced. During a Service Provider review, an interview may be conducted. The interviewer may ask service technicians which products they are formally authorized/trained on, and how many cases of those products they see each month.
45
Service Training
46
APPENDIX
A
This appendix provides an overview of static electricity and Electrostatic Discharge (ESD) damage.
A.37 A
How damage can occur

Everyday friction and the separation of materials generates static electricity. ESD damage can occur regardless of the direction in which the electrical charge flows. The resistive path, unless protected by specialized circuitry, can be damaged by the same charge flowing in either direction. ESD can damage components even if you do not touch them. The damage is caused by the charge field dissipating through the air, and through the device, to the ground.
47
A.38
Sensitivity
A human senses ESD too late. You can: feel an ESD event at 3000 volts or higher hear an ESD event of 5000 volts or higher see an ESD event of 10 000 volts or higher
Some components are damaged at levels as low as 25 volts. This table lists the ESD sensitivity of several types of device:
Device type MOSFET JFET CMOS Schottky diodes, TTL ICs, bipolar transistors Carbon film resistors Sensitivity (volts) 100 140 250 300 1,000
A.39
Types of ESD failures

There are two types of ESD failures on devices: Upset. Usually causes no permanent hardware damage but does change the software, making it inoperable.
48
Catastrophic. Failure can be immediate or latent: Immediate. There is total failure, which is easily identified during production. Latent. There is partial failure. The device may pass a test now but fail in the future.
A.40
Avoiding ESD damage

Three ways to avoid ESD damage are prevention, dissipation, and isolation.
A40.1
Prevention
Preventative measures eliminate the sources of ESD charge. You can: use anti-static materials for bags, tapes, and storage materials, and/or apply topical sprays remove ESD-generating items from the location
A40.2
Dissipation
Dissipation measures safely ground ESD charges before they can cause damage. You can: ground the equipment and your person ground the connections on the equipment wear wrist straps, foot straps, dissipative clothing, and dissipative shoes select appropriate floors and floor coatings, such as vinyl tiles, epoxy coatings, conductive carpets, and dissipative floor finishes
49
A40.3
Isolation
Isolation measures segregate ESD items from potential charges, by packaging and/or by location.
Note Most Trimble products are protected against static damage by their housings and circuitry. To protect individual components from ESD damage, however, carry out all service operations at an ESD-controlled workstation. If printed circuit assemblies or components are provided in ESD-protective packaging, only open or handle them at an ESD workstation.
A.41
Further reading
More information on ESD and EPA can be found in the following texts: ANSI/ESD-S20.20-1999. The ESD Association Standard for the Development of an Electrostatic Discharge Program for Protection of Electrical and Electronic Parts, Assemblies, and Equipment (Excluding Electrically Initiated Explosive Devices), ESD Association. CEI/IEC 61340-5-1: 1998. Protection of electronic devices from electrostatic phenomena General requirements. International Electrotechnical Commission. CEI/IEC 61340-5-2: 1998. Protection of electronic devices from electrostatic phenomena User Guide. International Electrotechnical Commission.
50
APPENDIX
B
B
Every Trimble optical instrument (total station, digital level, or level) is individually tested at the factory before it is distributed to a customer or dealer. Because optical instruments contain high-precision mechanical and optical components, Trimble requires that every instrument be inspected before it is delivered to a customer.
B.42
Inspection requirements
Inspection consists of: verifying the specifications of the instrument verifying the different functions of the instrument testing the instrument together with all system components (for example, radio modules and control units)
Trimble Service Provider Reference Manual 51
If an instrument fails the pre-sale inspection, it must be registered as defective. The Service Provider should repair this instrument according to their service authorization level. Costs for this repair are covered by the warranty conditions.
52
Glossary
CRM DWCR ESD RSC RSM
Customer Relationship Management (software) Dealer Warranty Credit Request Electro-Static Discharge Regional Service Center. This is a Factory Service Center located at an operating site. Regional Service Manager. Each region has a service manager who is responsible for the RSC and for the Service Providers in that region. Service Technologies. Each operating site has a Service Technologies group that is responsible for the authorization of the RSC or factory in that region. Service Work Order
ST
SWO
53
Glossary
54
Index
A
adhesives 26 administration system 29 administration work area 12 agreement 2, 3 authorization process see review process Authorized Service Provider see Service Provider (CRM) software 30, 40 customer support 30
D
Dealer Warranty Credit Request (DWCR) 30, 41 dirt 17 discounts on spare parts 2 documentation system 37 dust 17 DWCR see Dealer Warranty Credit Request
B
baselines, GPS and optical instruments 21 Basic service Quality concept 4
E C
cabinets required 16 calibrated tools requirements 20 chairs 26 claims, warranty labor 30, 41 cleanliness of workshop 17 clothing, EPA requirements 26 construction instruments baseline setup 21 electronic equipment recommendations 18 tool recommendations 19 contact details, supplying your 38 control measurement reviews 6 Customer Relationship Management electrical charge and ESD damage 47 electrical power equipment, grounding requirements 28 electronic equipment, recommendations 18 Electrostatic Discharge (ESD) 47 charge field dissipation 48 device failures 48 electrical flow, direction of 47 further reading 50 prevention requirements 22 training requirements 27 Electrostatic Protected Area (EPA) requirements 22 clothing 26 flooring 26
Index
grounded workbench 27 personal grounding strap 27 product packaging 27 staff training 27 test equipment 28 tool grounding 28 email address contacting Trimble 40 training 44 Trimble Support ii your comments 2 EPA see Electrostatic Protected Area equipment requirements 11 reviews 6 equipment, test 28 ESD see Electrostatic Discharge
tools 28 workbenches 27
H
hit rate 34
I
inspection requirements for optical instruments 51 inventory system managing 31 review of 6 ISO 9001 2000 certification 3, 31
L F
flooring requirements 15 for EPAs 24, 26 furniture 15 labor rates 2 labor, to repair a unit 35
M
machine control products baseline setup 21 electronic equipment recommendations 18 tool recommendations 19 manuals see service manuals mean time to repair 35 monitoring service quality 33
G
GPS devices baseline setup 21 electronic equipment recommendations 18 tool recommendations 19 grounded workbench, EPA requirement 27 grounding requirements 23 electrical power equipment 28 soldering irons 28
56
O
on-time delivery 35
Index
optical instruments baseline setup 21 electronic equipment recommendations 18 inspection requirements 51 tools recommendations 19
P
packaging, EPA requirements 27 parts managing inventory 31 purchasing 9 review of on-hand 6 parts discounts 2 personal grounding straps, requirements 27 product bulletins 33, 43 protective clothing, EPA requirements 26 protective flooring, EPA requirements 26
repairs expected completion date 35 tracking progress of 30 reporting system 30 requirements for packaging 27 shipping 27 review process 6 completion of 9 Service Level 1 6 Service Level 2 6 Service Level 3 7 what it includes 6
S
service bulletins 33, 39, 43 Service Level 1 Provider baseline setup 21 electronic equipment recommendations 18 review process 6 tool recommendations 19 Service Level 2 Provider baseline setup 21 electronic equipment recommendations 18 review process 6 tool recommendations 19 Service Level 3 Provider definition of 5 electronic equipment recommendations 18 optical alignment tools 15 review process 7 tool recommendations 19 Service Level 4 Provider
Q
qualifications of service technicians 45 quality system 31
R
recommended repair times 35 Regional Service Manager (RSM) 6 repair area 12 repair policy 4 repair quality, hit rate 34 repair times, recommended 35
Index
definition of 5 tool recommendations 19 service levels 5 service manuals 33, 38, 43 service metrics hit rate 34 mean time to repair 35 on-time delivery 35 time to function 34 turn around time 34 service parts, managing inventory 31 Service Provider contact information 38 obtaining authorization as 3 see also Service Level 1 Provider, Service Level 2 Provider, Service Level 3 Provider, Service Level 4 Provider Service Provider Agreement 2 duration of 3 signing 6 Service Provider, types of 5 service quality see service metrics service response times 34 service technicians attributes 44 qualifications 45 training 44 Service Work Order (SWO) 30 service workshop authorization 38 reviews 6 service workshop requirements 12 building 15 cleanliness 17 Electrostatic Protected Area (EPA) 22
58
furniture 15 temperature control 15 windows 15 workshop areas 12, 14 shipping requirements 27 soldering equipment, EPA requirements 28 storage area 13 storage technique reviews 6 straps, grounding 27
T
technical competence reviews 6 technicians see service technicians temperature of service workshop 15 test equipment requirements 28 time to function 34 tools EPA requirements 28 ESD requirements 28 recommendations for Service Providers 19 tools, calibrated 20 training certificates 44 email address 44 requirements 43 training requirements 27 Trimble Regional Service Centers (RSC) 6 turn-around time 34
U
unauthorized service workshop 4
Index
W
warranty labor claims 30, 41 warranty liabilities 4 warranty reimbursement see Dealer Warranty Credit Request (DWCR) waxed surfaces 26 window requirements 15
work chairs 26 workbench 15, 25 grounded 22 grounding requirements 27 protected, example of 25 workshop see service workshop wrist straps 27
59
Index
60

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REFERENCE MANUAL

Trimble Service Provider

Version 2.0 Part Number 022480-068 Revision A July 2006

Obtaining Authorization as a Service Provider

Workshop and Equipment Requirements

Trimble Service Provider Reference Manual

Monitoring Service Quality

Communicating with Trimble

Trimble Service Provider Reference Manual

Electrostatic Discharge (ESD)

Pre-Delivery Inspection Requirements: Optical Instruments

Trimble Service Provider Reference Manual

Trimble Service Provider Reference Manual

Trimble Service Provider Reference Manual

Service Provider Agreement

Contacting Trimble Support

Trimble Service Provider Reference Manual

Trimble Service Provider Reference Manual

Obtaining Authorization as a Service Provider

Basic service Quality concept

Trimble Service Provider Reference Manual

Obtaining Authorization as a Service Provider

Service levels: All Trimble products

Level Service Level 1

Overview of product. Operations inspection. Cleaning, external only (non-dismantling).

Service Level 2: electronic, optical, and laser products

All the previous, plus:

Trimble Service Provider Reference Manual

Obtaining Authorization as a Service Provider

Authorization and review process

Obtaining authorization for Level 1 or 2

Trimble Service Provider Reference Manual

Obtaining Authorization as a Service Provider

Obtaining authorization for Level 3

Trimble Service Provider Reference Manual

Obtaining Authorization as a Service Provider

Service Workshop Authorization and Review Process

Potential workshops identified

Tools and test equipment installed

Authorization or review performed

Corrective actions communicated

Corrective actions implemented

Workshop orders spare parts as needed

Trimble Service Provider Reference Manual

Obtaining Authorization as a Service Provider

Once authorization is obtained

Trimble Service Provider Reference Manual

Obtaining Authorization as a Service Provider

Trimble Service Provider Reference Manual

Trimble Service Provider Reference Manual

Workshop and Equipment Requirements

Trimble Service Provider Reference Manual

Workshop and Equipment Requirements

Example of an administrative and storage area

Trimble Service Provider Reference Manual

Workshop and Equipment Requirements

Example of a workshop layout

Trimble Service Provider Reference Manual

Workshop and Equipment Requirements

Trimble Service Provider Reference Manual

Workshop and Equipment Requirements

Trimble Service Provider Reference Manual