Preventive visits are planned; breakdowns are not, and they are what customers remember. A breakdown maintenance format gives every fault the same record, so you can prove your response time and find the equipment that keeps failing. Download the Excel log below.
Breakdown maintenance format: columns
- Complaint no., date and time received, how (call, WhatsApp, email)
- Customer, site, AMC number
- Equipment and serial number
- Fault reported by the customer
- Technician and arrival time
- Cause found
- Action taken and parts used
- Time restored, downtime
- Customer sign-off and remarks
Using it
- Enter the call the moment it arrives.
- Assign a technician and record the arrival time.
- After the fix, record cause and action in plain words.
- At month end, count breakdowns per customer and per equipment and compare response times with the AMC.
What to look for
- Equipment with repeated breakdowns, a replacement quote waiting to happen
- Customers with many breakdowns, where training or a plan change may help
- Calls that missed the response time, and why
Breakdowns without the sheet
In ServicePilot a call becomes a service request with its time stamps, the technician's job completes it, and the history sits on the equipment. Pair it with the service call report format and the preventive maintenance schedule.
