Technician Workflow

You’re the heart of the repair operation. Your job is to diagnose devices accurately, execute repairs efficiently, and document everything. This guide walks you through your daily workflow — from receiving assignments to handing off to QC.

Your Key Responsibilities

1. Queue Management: Review assigned work, prioritize by deadline
2. Diagnostics: Test devices, identify issues, document findings
3. Repair Logging: Record all work, parts used, and time spent
4. Parts Tracking: Request parts, manage inventory, track usage
5. Time Management: Clock in/out, log hours, track efficiency
6. Handoff: Prepare devices for QC review

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My Queue: Reviewing Your Daily Work

Your queue is personalized — it shows only tickets assigned to you.

Accessing Your Queue

1. Log in and go to Dashboard
2. Click “My Queue” (left sidebar)
3. Or click the assignment icon with your name

Understanding Your Queue

You’ll see:

Column	What It Means
Ticket #	Unique repair ID (e.g., #REP-042)
Device	What’s being repaired (iPhone 14, Dell Laptop, etc.)
Issue	Customer’s description (Cracked screen, Won’t boot)
Status	Current workflow stage (DIAGNOSTICS, IN_REPAIR, etc.)
Time in Queue	How long this ticket has been assigned to you
Priority	Normal, High, or Urgent (set by manager)
Assigned By	Who assigned you this work

Work Through Your Queue

Priority order:

1. High/Urgent tickets first (fastest turnaround, high-value devices)
2. Oldest tickets next (been waiting longest)
3. Routine repairs last (standard, low-pressure items)

Each morning:

1. Open your queue
2. Identify 3-5 tickets you’ll complete today
3. Move them to “In Progress” (tells manager you’re working on them)
4. Close completed ones at day’s end

Tip: Focus on one device at a time. Multi-tasking in repairs leads to forgotten steps and mistakes. Complete one, mark it done, grab the next.

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Diagnostics: Investigating the Issue

Diagnostics is your chance to understand what’s wrong. This phase is crucial — accurate diagnosis leads to accurate quotes, happy customers, and fewer reworks.

Step 1: Open the Ticket

1. Click the ticket from your queue
2. Scroll to “Diagnostics” section
3. Click “Start Diagnostics” (if not already started)

Step 2: Run the Diagnostic Checklist

Your shop has pre-built checklists (e.g., for phone screens, water damage, battery issues). Use them:

1. Click “Load Diagnostic Template” (if available)
2. Work through the checklist:
   • Power on/off?
   • Does the screen respond?
   • Any physical damage?
   • Any water damage signs?
   • Buttons working?
   • Speaker/mic clear?
3. Check boxes as you verify each point

Why checklists? They ensure you don’t miss anything, and they’re legal protection. Customers see them, showing you were thorough.

Step 3: Document Your Findings

In Plain Text:

• “Screen cracked with hairline fracture from bottom-right corner to edge. Device powers on, touchscreen is partially responsive but unreliable in damaged area. No other damage. Recommend screen replacement.”

Include:

• What’s broken (specific, not vague)
• What’s working (rules out related issues)
• Any warnings (e.g., “Water damage risk if opened without proper tools”)
• Estimated fix difficulty and timeline

Step 4: Upload Evidence (Photos & Attachments)

Photos are gold. They help managers build accurate quotes and protect you in disputes.

Best practices:

• Macro shot of the damage (closeup showing cracks, water marks, etc.)
• Wide shot of the whole device (context)
• Diagnostic results (if you have test equipment photos)
• Before/after (take after pictures too, if time allows)

Upload:

1. Click “Add Attachment” or “Take Photo”
2. Choose file or snap a photo with your phone
3. Add a caption: “Cracked screen — bottom-right corner”
4. Click “Upload”

Step 5: Provide a Summary

At the bottom, write a summary a manager (or customer) can understand:

Example: “iPhone 14 screen cracked from corner impact. Device functions normally but display is difficult to use in damaged area. Recommend genuine Apple screen replacement. Estimated labor: 45 minutes. Parts: $120. Total: $170 (plus labor $50/hr).”

What to include:

• Root cause (impact, water exposure, age, etc.)
• Impact on functionality (cosmetic only vs. critical)
• Recommended fix
• Estimated timeline and cost range

Step 6: Move to WAITING_APPROVAL

Click “Complete Diagnostics” → Manager will build the quote → Device moves to WAITING_APPROVAL.

Note: You don’t build the quote. Front Desk or Manager does. Your job is diagnosis. Their job is pricing and customer communication.

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Repair Logging: Documenting Your Work

Once the customer approves the quote (and parts arrive, if needed), you’ll move into active repair.

Step 1: Start the Repair

1. Find your ticket in the queue
2. Click “Start Repair” (or it auto-starts when moved to IN_REPAIR status)
3. You now see the Repair Log form

Step 2: Log Parts Used

As you use parts, log them:

1. Click “Add Part Used”
2. Search for the part (or create a new one):
   • Part name: “iPhone 14 Screen”
   • Quantity: 1
   • Cost: $120 (from inventory)
3. System auto-tracks inventory
4. Repeat for each part

Examples:

• Screen replacement: 1 x $120 screen
• Battery repair: 1 x $35 battery + adhesive
• Board-level repair: Solder, components, etc.

Inventory tip: If a part isn’t in your system, ask your manager to add it. Don’t guess costs — accuracy feeds financial reports.

Step 3: Log Work Hours

Track time spent on this device:

1. Click “Add Work Session”
2. Enter:
   • Start time: When you started (auto-fills with now)
   • End time: When you finished (or leave blank if ongoing)
   • Description: What you did (e.g., “Replaced screen, tested touchscreen, re-assembled”)
   • Notes: Any complications (e.g., “Adhesive was very strong, took extra care”)
3. System calculates hours and cost (based on hourly rate)

Example:

Task	Start	End	Hours	Description
iPhone 14 screen replacement	10:00 AM	10:45 AM	0.75	Removed old screen, applied new adhesive, tested response
Testing	10:45 AM	11:00 AM	0.25	Full touchscreen test, corner sensitivity check, all good
		Total	1.0

Step 4: Add Notes Throughout

As you work, jot down notes:

• “Screen adhesive was damaged; reinforced with new adhesive”
• “Tested in sunlight — response excellent”
• “Customer requested case installation; declined, offered to recommend case brand”

These notes help QC, managers, and future-you if the device comes back.

Step 5: Complete the Repair

When you’re done:

1. Do a final test of the device (charge it, test all functions)
2. Click “Complete Repair” or “Send to QC”
3. Ticket moves to QC_REVIEW — a manager or QC specialist will verify

Important: Always send to QC, even if you’re confident. QC catches issues early and is your legal protection (“I tested it and QC verified it”).

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Time Tracking and Clocking In/Out

Many shops use the Time Clock feature to track hours and attendance.

Clocking In

1. Start of shift: Click “Clock In” (usually on dashboard or in your profile)
2. System records start time and location (if using mobile)
3. You can add notes: “On-site at shop” or “Working from back bench”

Clocking Out

1. End of shift: Click “Clock Out”
2. System records end time, calculates hours, calculates pay (if hourly)

Manual Time Entry

If the clock feature isn’t used or you forgot to clock in:

1. Go to Settings → Time Clock
2. Click “Add Manual Entry”
3. Enter start/end times
4. Your manager can see and approve

Viewing Your Hours

Go to My Profile → Time & Pay:

• Hours worked this week
• Hours this month
• Estimated pay (if paid hourly)
• PTO balance (if available)

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Parts Management: Requesting and Ordering

You’ll often need parts. Here’s how to request them.

Checking Inventory

1. Go to Supplies → Inventory
2. Search for a part (e.g., “iPhone 14 Screen”)
3. See:
   • Quantity in stock
   • Reorder level (when stock is low)
   • Average cost
   • Supplier

If in stock, take it from inventory. If low or out of stock, request an order.

Requesting a Part

1. If a part is low/out of stock, click “Request Order”
2. System sends a notification to your manager
3. Manager orders from vendor
4. When it arrives, it’s added back to inventory

Special Orders (Not in Inventory)

If a customer needs a rare part:

1. Click “Request New Part”
2. Provide:
   • Part name (e.g., “Rare 2019 MacBook Pro logic board”)
   • Supplier (if you know one)
   • Estimated cost
   • Urgency (standard, rush, etc.)
3. Manager will source and quote to customer

Pro Tip: Don’t spec a part before asking the customer if they want to pay for it. Rare parts can be expensive. Manager builds the quote; customer approves.

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Your Dashboard and KPIs

RepairOps tracks your performance. Check it regularly to stay on track.

Key Metrics

Go to Dashboard → My Stats:

Metric	What It Means
Tickets Completed This Week	How many repairs you’ve finished
Avg Repair Time	Average hours per device (track improvement)
On-Time Rate	% of devices finished by target date
Rework Rate	How many times QC failed a device (lower is better)
Parts Waste	$ of parts damaged/wasted (minimize this)
Hours Logged	Total work hours (verify accuracy)

Achievements & Badges

Earn badges for milestones:

• 100 Repairs — Silver badge
• 0% rework rate (10+ tickets) — Quality champion
• Perfect attendance — Gold badge
• Fastest iPhone repair — Speed demon

These are fun, not competitive. No toxic leaderboards here — it’s about personal improvement.

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Troubleshooting During Repair

Device Won’t Power On

1. Try charging for 30 minutes
2. Check for liquid damage indicators (red = water exposure)
3. If still won’t power on, note it in findings: “Device unresponsive to charging; suspected deep discharge or board-level issue. Recommend diagnostics by certified technician.”
4. Alert your manager — this might be a higher-tier repair

Customer Changed Their Mind

1. Manager will contact you if customer cancels
2. If repair hasn’t started: Return device, void ticket
3. If repair has started: Manager negotiates with customer (refund, partial credit, etc.)
4. You focus on your next ticket

You Discover Additional Damage

1. Stop work
2. Alert your manager: “Found liquid damage inside the case. Original quote was just screen. Recommend customer approval for additional diagnostics.”
3. Manager will update customer and quote
4. Wait for approval before continuing

Parts Arrived Damaged

1. Check-in at receiving and note: “Screen arrived with cracked corner. Refuse shipment.”
2. Notify your manager
3. Manager coordinates with vendor for replacement
4. Mark the ticket with a note: “Waiting for parts replacement”

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Quality Tips for QC Success

Here’s how to avoid QC failures (rework):

1. Test before sending to QC. Power on, test all buttons, check speakers, run apps, test display. Take 5 minutes.

2. Clean the device. Remove dust, fingerprints, temporary labels. It shows you care.

3. Document everything. Photos before, during, and after. QC will ask “Did you test this?”

4. Use genuine parts when possible. Cheap screens often fail QC. Ask your manager.

5. Follow assembly guides. Cables in wrong spots = QC fail. Take time, don’t rush.

6. Document deviations. If you had to improvise, note it: “Original screw was stripped; used larger diameter screw instead.” Transparency helps.

7. Don’t cut corners. That final 5-minute test isn’t optional. It catches 80% of issues before QC.

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Working with Your Manager

Your manager is your support and dispatcher.

Use them for:

• Unclear diagnostics (ask before guessing)
• Parts sourcing (let them handle vendor calls)
• Difficult repairs (second opinion)
• Customer communication (they’ll relay changes)
• Conflict resolution (if a customer disputes a repair)

Keep them updated:

• Close your queue items when done
• Leave notes in tickets if there’s anything they should know
• Flag urgent items (e.g., “Customer coming back at 3 PM”)
• Report inventory issues (running low on screens)

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Best Practices

1. One device at a time. Start to finish before moving to the next.

2. Organize your workspace. Parts, tools, and the device should be within arm’s reach.

3. Use manufacturer guides when available. Apple repair guides, iFixit, YouTube — they’re your friends.

4. Take breaks between intense work. Fresh eyes catch mistakes.

5. Keep detailed notes. Future-you will thank you if the device comes back.

6. Photo + document every repair. Evidence is your protection.

7. Test thoroughly. Don’t be the person who ships a device that fails one day later.

8. Ask questions. If you don’t know how to repair something, ask before guessing.

9. Log time honestly. Don’t pad hours or skimp. Accurate logs help your manager and your shop’s finances.

10. Respect the device. It’s someone’s property and livelihood. Treat it with care.

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Quick Reference: Workflow Steps

1. Check My Queue → Sort by priority
2. Select a ticket → Click "Start" or "Open"
3. Run Diagnostics → Use checklist, take photos, document findings
4. Complete Diagnostics → Move to WAITING_APPROVAL (manager builds quote)
5. Approve Received → Ticket moves to APPROVED or WAITING_ON_PARTS
6. Start Repair → Log parts, log work sessions, take notes
7. Test Device → Power on, test all functions
8. Send to QC → Ticket moves to QC_REVIEW
9. (If QC Pass) Done! → Move to next ticket
10. (If QC Fail) Rework → Fix issues, send back to QC

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Support

• Not sure how to repair something? Ask your manager or check the Knowledge Base
• Confused about diagnostics? Re-read the “Diagnostics” section or ask a senior tech
• Questions about inventory/parts? Ask your manager
• Need to clock in/out? See “Time Tracking” section or ask manager

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Version: 1.0.0 Last Updated: March 2026 Role: Technicians, Diagnostics Specialists, Field Service Reps