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Escalate a job to a more experienced engineer

When an engineer cannot fix a fault, they escalate it. The visit is closed as escalated, a linked high-priority job is created for a senior engineer, and the first engineer later sees what fixed it.

Where: Engineer app › job › Can't fix it? Escalate · Office › job › Dispatch › EscalateFor engineers, Owners, admins, dispatchers

Step by step

  1. The engineer opens the job (it must be accepted or started) and taps Can't fix it? Escalate to a more experienced engineer.
  2. They write why (for example the error code that keeps coming back) and what they already tried. Both are copied to the new job, so the next engineer does not repeat it.
  3. The visit closes as Escalated (no customer signature needed). A new job, at least high priority, is linked to it.
  4. The office gives the new job to a senior engineer. The office can also escalate from the job page and choose the engineer straight away.
  5. When the senior engineer finishes, the first engineer gets a notification and the fix appears in their menu under How it was fixed.

Why the first engineer sees the fix

So the next time they meet the same fault they can fix it themselves. They see the reason, the fix notes, the fix code and the parts used, and mark it as read.

Rules

A job can be escalated once; if the new job also needs escalating, escalate the new job. A job that has not been started yet cannot be escalated: give it to someone else instead.

The office can find all escalations in Jobs with the filter Escalations.

Questions

Is the escalated visit charged?

It is closed as completed with the outcome Escalated. Whether you charge for it is your decision when you review and invoice.

Who counts as more experienced?

Set each engineer's level (Trainee, Engineer, Senior, Specialist) on their team page. The office sees the levels when choosing who goes.

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