EOS Core Process Package
The BestPack Support Way
How we handle every ticket, every time, by everyone. 8 core processes covering the complete support lifecycle — from first contact to closed ticket.
Owner: Allison — Engineering Manager
Team: Tech Support & Engineering
Business Hours: 5:00 am – 5:00 pm PST, Mon–Fri
Version: v1.2
What This Is
This is the BestPack Technical Support Core Process package. It defines exactly how support work gets done — every ticket, every time, by everyone on the team. These are not policies or guidelines. These are the steps we follow.
Team Reference
Names and titles — process roles remain valid regardless of personnel changes
|
M
Mary
Tech Support Admin
Monitors Zendesk & tech support line. Intake, triage, and assignment.
|
J
Jordan
Service Technician
Mechanical troubleshooting, field service, Standard machine support.
|
K
Kevin
Controls Engineer
PLC, programming, controls, remote HMI diagnostics.
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S
Sean
Electrical Engineer
Electrical systems, sensors, motors, wiring, cabinet.
|
|
E
Ezechiel
Mechanical Engineer
Mechanical engineering, NC Tape Heads, parts identification.
|
A
Allison
Engineering Manager
Process owner. Engineering escalation. Non-billable approvals.
|
3rd Party Service Providers
PLC Paramedics — NJ, VA, PA, NY, DC, MD
Best Packaging — IL and nearby states Vanpack — Utah only |
|
The 8 Core Processes
Every support case moves through these steps in order
1
Ticket Intake & Triage
Receive, capture required info, classify, set priority, acknowledge within 1 hour
Mary | Tech Support Admin
2
Ticket Assignment
Route by issue type, machine complexity, and technician capability
Mary | Tech Support Admin
3
Technical Troubleshooting
Work tickets from assignment to resolution with full documentation
Assigned Technician
4
Engineering Escalation
When troubleshooting reaches its limit — complete handoff to Engineering with RCCA
Allison | Engineering Manager
5
Parts & Quote Support
Part quotes, part number identification, order status, NC Tape Heads
Ezechiel | Mechanical Engineer
6
Service Request & Scheduling
NetSuite project creation, billable/non-billable, BestPack staff and 3rd party paths
Mary | Tech Support Admin
7
Documentation & Knowledge Capture
Turn resolved tickets into KB articles — stop solving the same problem twice
Allison | Engineering Manager
8
Ticket Closure & Customer Communication
Confirm resolution, close correctly, prevent reopens — current reopen rate is #1 priority
Assigned Technician
Tools We Use
Zendesk
Ticket management, customer communication, knowledge base
Ticket management, customer communication, knowledge base
BP Search (Teams)
Internal search — NetSuite + HubSpot data for machine and customer lookup
Internal search — NetSuite + HubSpot data for machine and customer lookup
HubSpot
Sales pipeline and customer account context
Sales pipeline and customer account context
Followed By All
Train — Every team member trained before handling tickets independently
Measure — Weekly scorecard tracks performance against targets
LMA — Engineering Manager leads, manages, and holds team accountable
Update — Reviewed quarterly, after major failures, or after improvements
Simple. Repeatable. Followed by all. · The BestPack Support Way · v1.2
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