Utilizing Cetec ERP’s Capability Around Warranty and Field Service
In manufacturing, delivering exceptional service is non-negotiable. From tackling warranty claims to optimizing field service operations, mastering these interconnected processes is the key to boosting efficiency and delighting customers. Cetec ERP empowers manufacturers with powerful tools to streamline everything from warranty tracking to field service management - keeping your operations smooth and your customers happy.
Warranty and field service may seem similar but have distinct purposes. Warranty service ensures manufacturers fulfill their promise by repairing or replacing defective parts at no cost, while field service covers broader tasks like maintenance, repairs, and installations, that may not be directly related to a warrantied item.
The overlap lies in inventory use and traceability. Both require part consumption, with warranty service demanding stricter compliance tracking, while field service may only require this in regulated environments. Understanding these nuances helps manufacturers streamline operations, maintain compliance, and enhance customer satisfaction.
Let’s walk through three types of field service scenarios, to better understand how Cetec ERP handles these processes.
1) Service-Only Work Orders (No Inventory) In this type of work order, field service is solely focused on the expertise and labor involved, without the need for parts or inventory. These tasks often include activities like consultations, software updates, or troubleshooting that doesn’t involve replacing parts. The absence of inventory tracking simplifies the process, as no parts are used or recorded. The focus is entirely on the time and expertise required to deliver the service, making this approach ideal for tasks such as software installations, diagnostics, or other services that don’t rely on physical components.
In Cetec ERP, service-only orders (i.e. pure jobs) don’t drive production from a bill of material. Their role is to allow you to track production on a work order and link a charge (resale) on an invoice to a customer (no cost of goods sold is involved). To set up a service-only order, follow these steps:
1) Navigate to Sales > Quotes > New Quote. 2) Click on the pencil icon to fill out the header information as usual. Press Ok. 3) Click Add Line. Fill out the input fields as usual. 4) Make sure that Charge is selected for Trans Code. Press Ok. 5) After all lines and data are added, click Commit To Order from the left side nav menu. 6) Click Commit to Order. 7) Invoice
You can also use Build orders (instead of Charge) to drive pure service-level jobs. Just make sure the Allow BOM Zero Components configuration variable is turned on.
2) Field Service Requiring Inventory (Traceability Not Required) This scenario involves field service work where parts are consumed, but detailed traceability such as serial numbers or batch tracking isn’t required. It’s typically used for repairs or replacements that don’t involve strict compliance or quality control. Inventory tracking is minimal, focusing on parts consumption without the need for detailed records. Generic parts can be used without tracking individual serial numbers or lots, making this approach ideal for routine repairs or maintenance where part traceability isn’t a regulatory requirement.
This approach does not require the use of RMAs. Instead, the workflow relies on creating a build order to manage the field service inventory needs. Here’s how it works:
- Create a Build Order
- Add Components to the Order BOM: Dynamically add the necessary components to the order-specific BOM for the build order as they are needed during the service process. This allows flexibility in selecting only the parts relevant to the task at hand.
- Make sure the added components are picked from inventory. This step is crucial to properly account for the consumption of materials.
This straightforward method integrates seamlessly into manufacturing-focused systems. However, it may require manual oversight to ensure accuracy and that all consumed parts are accounted for in the build order.
In this approach, a dedicated warehouse is modeled in Cetec to manage inventory specifically for field service tasks. Here’s how it works:
- Create a new warehouse location in Cetec ERP, designated for field service operations. This serves as a central inventory hub for field staff.
- Admin > Maintenance > Data Maintenance > LNAME > Add Record > Submit
- Move inventory items from the main stock location into this warehouse as needed by performing a warehouse transfer. Transfers ensure that parts are readily available for field service use.
- Navigate to a part record, then scroll down to warehouse-specific data and click the Warehouse Transfer button.
- As field service staff consume inventory, manually adjust the material levels in the field service warehouse. This adjustment reflects the actual usage of parts and maintains accurate inventory records.
To learn how to tackle a scenario where you’d want to transfer multiple parts between warehouses at once, check out this video guide.
This approach is ideal for teams that want a clear separation of inventory used for field service versus what’s used for production or other operations. It also provides more control over the allocation and tracking of resources dedicated to field service tasks, although it requires careful manual management of adjustments.
3) Field Service Requiring Inventory (Traceability Is Crucial) Field service requiring inventory with full traceability is the most complex type of the three scenarios. In this scenario, every part used during service must be meticulously tracked by serial number or batch. This level of precision is often necessary for compliance with regulatory requirements, warranty claims, or quality assurance protocols. Such traceability ensures a clear and reliable service history, which is particularly important in regulated industries or for critical parts that may need to be referenced for future warranty claims or legal purposes.
For any service work tied to warranty claims, an RMA (Return Material Authorization) process is the preferred methodology. RMAs provide a structured way to document and manage warranty-related inventory usage and service details. This approach is crucial for industries like medical devices or aerospace, where compliance and accountability are non-negotiable. To see the steps needed to complete the RMA process, check out our video guide.
In manufacturing, drawing clear lines between warranty and field service is vital for timely repairs, accurate documentation, and compliance with warranty and regulatory standards. Whether it’s service-only tasks, inventory management without traceability, or jobs requiring full traceability, understanding these work order types is the key to optimizing operations. When the boundaries between warranty and field service blur, a robust system like Cetec ERP becomes essential to keep operations running smoothly and customers happy.