Repair Order Documentation
Maserati offers resources such as Modis User Manuals, Technical Service Bulletins, Knowledge On Line, and Maserati Academy to provide up-to-date, detailed processing steps and directions for preparing and submitting Warranty claims.
1. The Service Advisor greets customer and obtains the customer’s concern, VIN and mileage, and runs a Modis check (Service Entry Insert) for vehicle warranty coverage.
2. The Service Advisor records on the RO the following information:
- VIN
- Mileage In
- Date Vehicle Received
- Service Advisor Identification
- Vehicle History
- Document the customer’s “Concern”
The Service Advisor is responsible for written documentation when performing Warranty Repairs. Note: Entry of the “3 C’s” (Customer’s Concern, Cause & Correction) is mandatory and must be documented as part of the repair process on the repair documentation (i.e. Repair Order).
3. The Customer signs the RO and is provided a copy.
4. The RO is assigned to a Service Technician
5. The Service Technician performs diagnosis and any necessary repair(s). During this process, the Service Technician records the following data:
- Technician Number
- Document the Cause of the concern of each repair condition (all diagnostic steps taken to find cause must be listed) on the repair documentation (i.e. Repair Order)
- Document the Corrective action taken (description of the repair) on the repair documentation (i.e. Repair Order)
- Parts used for repair(s)
- Technician section of a Technician section of any applicable Diagnostic Check sheet
- BOL Case Number
The Service Technician is responsible for written documentation when performing Warranty repairs. Note: The “3 C’s” (Customer’s Concern, Cause & Correction) is mandatory and must be documented as part of the repair process on the repair documentation (i.e. Repair Order).
6. When all repairs are completed, the Mileage Out is noted and the RO is returned to Dispatch / Service Advisor. Note: You MUST ensure Repair Orders are closed at the time of the last time punch on the Repair Order or when the customer’s vehicle is returned to the customer. When a Special Order part is ordered for a vehicle and the vehicle is being returned to the customer, close the Repair Order.
7. The Service Advisor/Service Manager completes the Sublet section (if any) and obtains any needed authorizations.
8. Repair amounts (parts, labor, sublet, etc.) are totaled and any customer-pay amount is computed.
9. The Customer returns to dealership for vehicle; pays any amount due and is provided a copy of repairs performed.
10. The RO (Service Copy) with all supporting documentation is sent to the Warranty Administrator for processing.
11. The Warranty Administrator reviews and verifies data on RO, making sure all necessary check sheet(s) are present. The Warranty Administrator makes any necessary corrections and submits claim to Maserati for payment, entering the mandatory 3 C’s Narrative in the claim notes.
12. The RO is filed.
Required Information:
• Review explanation of the customer’s concern, cause and correction taken. These should correspond to the parts used and labor operations performed to affect the needed repair(s)
• If the dealer adds repairs not anticipated when the Warranty claim was written up and after the customer has signed the RO, the customer MUST be informed prior to the dealer making the repairs; and the RO MUST be initialed with the date and time by the Service Manager/Service Director immediately next to the condition that was added to the technician’s copy/RO. The dealer must record the date and time the customer was notified and the date and time of the customer’s approval on the technician’s copy of the Repair Order.
• RO’s for vehicles in dealer inventory must have either the Service Manager or Shop Foreman’s signature for repair authorization.
• Confirm the current customer name and address, and update if required.
• Vehicles left after hours must have either a signed ‘Early Bird/Night Owl’ document or the dealership must obtain the customer’s signature at time of vehicle pick-up.