ESB E100: Seven Steps & Cases Closed

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SB-10056313-8832
Technical Information Bulletin
E100

Section
Miscellaneous

Subject
7 Steps and Cases Closed

Release Date
8/28/2014

Condition
Dealer performance report on following the 7 Steps and closing Enigne Support Center cases.

Action
INFORMATION ONLY
Dealers should be aware that a new ‘Service Reports’ site was created on the DealerNet "Service" and "Warranty" tabs. This site contains the following
dealer reports:
7-Steps and Cases Closed
Campaigns by Chassis
The weekly ‘Engine Support Center Metrics’ emails will no longer be sent. Dealers can now download their ‘7-Steps and Cases Closed’ report from this
site and the report is updated daily. Please email ppdenginesupport@paccar.com if you have questions regarding this report.
The "Campaigns by Chassis" site has not changed, but it has been moved to this new DealerNet site.

Background
By completing all seven steps, dealer technicians provide the Engine Support Center (ESC) technician with the basic information required to research the
issue and respond to the case. Any missing step slows down the ESC response to all cases in the queue since it requires them to request additional
information before starting work on the case.

https://eportal.paccar.com/dealer/uskw/en/service/enginebulletins/enginefieldservice/Pages/... 9/2/2014

ESB E100: Seven Steps & Cases Closed

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Equally important is to close a case properly once the repair has been completed. To do this, a dealer technician needs to:
Add any remaining actions taken, not already included in the case narrative, that contributed to the engine repair.
Click on the "close" button.
If a technician doesn’t close a case, it will automatically close, but the additional information regarding the repair will be lost. This information is important
to PACCAR for determining root cause of repeat failures in order to design product improvements.

Attachments
7 Steps to Success

Authored by: GH

Access to PACCAR’s Enterprise Portal is provided as a benefit of doing business with PACCAR. All applications and content accessed through this system
are confidential and proprietary and the property of PACCAR Inc and its suppliers, and must be kept strictly confidential pursuant to the contract
licensing such access. Disclosure, publication, release or distribution of any material found on PACCAR systems to any person other than employees
with a need to know such information is strictly prohibited. All activity on this system is monitored. If PACCAR suspects or discovers any unauthorized
activity, access may be immediately terminated without prior notification. Violators may be subject to legal action.

© Copyright 2014 PACCAR Inc. All rights reserved. We welcome your feedback on this page. For technical questions or concerns about this page,
please contact the DealerNet Webmaster.

https://eportal.paccar.com/dealer/uskw/en/service/enginebulletins/enginefieldservice/Pages/... 9/2/2014

7 Steps to Success
MX Engine Troubleshooting
Do these Before Contacting the Engine Support Center:
1.

Record and verify Driver Complaints and Observations

2.

Connect Davie4 to the Truck

3.

Check software, update modules if they are outdated

4.

Read and Interpret Fault Codes (active & inactive) to determine your
test plan. Check to see if there are any campaigns or bulletins that apply

5.

Perform and Record Engine Rapido Step-by-Step Diagnosis of Active
Fault Codes or execute your test plan as per your interpretation of
multiple inactive codes

6. Verify the repair. Try to duplicate the concern, record any symptoms
7.

If the process did not Identify Root Cause, create a SupportLink Case.
Attach your Log File in HTML format and Diagnostic Results so the
Engine Support Center can review and assist