Love's Procedures

Customer:  Love’s

About the customer: Love’s Travel Stops & Country Stores is entirely owned by the Love Family with facilities in 42 states across the US.

DHU Account Manager: Glenn Farmer

Portal: Service Channel

Dispatcher expectations:  

• Dispatcher accepts the service request via hyperlink in email connecting to portal.
• Dispatcher creates service ticket and assigns to appropriate technician.
• Branch provides ETA update to customer on portal.
• All return trips, parts ordering, and in-progress management of the service is handled by the branch.  Once services are complete, SASS Team manages forward to CBQ.

Tech expectations: 

• Check into the work order via Service Channel app upon arrival. 
  • Love's Service Channel requires a PIN# for tech's to check in and out of the work order.  
• Complete service(s) and update WO notes with all required data. 
• REQUIRED: Tech must get signed R&M form while onsite and attach to WO.
• Technicians will call SASS [phone] to complete a live-close.  
  • All customer requirements and billing details are verified by SASS team.
  • Confirm R&M form received from all techs for each trip.
  • After live-close THEN technician checks out of WO on Service Channel portal.

Billing specifics: 

• Always refer to bill-to and reference rate sheet.  
• During live close, confirm portal times match timeworks and register, ensure R&M form and all required documents are attached to work order AND ServiceChannel, and verify billing details per SASS checklist.

Documents: 

• R&M Form is required for every tech and every trip. See picture below.
• 

Love’s Specific Requirements for testing and documentation: 

Any time that we repair, replace, or resolve any ATG, Probe, Sensor or Leak Detector issues for Love’s Travel Stops, we must perform one of the following and complete the required documentation and attach it to the work order in Service Channel.  

Love’s will not accept any invoice for any of the below work without the required completed form being submitted with the invoice: 

1. Leaking Product Piping or Flex Connector – State Certified Line and Leak Detector Test.
2. Leaking Tank Primary or Secondary – State Certified Tank Test and/or State Certified Tank Secondary Test
3. Spill Bucket – Spill Bucket Integrity Test – Appendix C-3 from PEI RP-1200.
4. Water Intrusion into a Containment Sump – Containment Sump Hydrostatic Test – Appendix C-4A from PEI RP1200
5. Overfill Drop Tubes – UST Overfill Equipment Inspection – Appendix C-5 from PEI RP-1200
6. External Overfill Alarm/Light – Overfill Alarm Operation Inspection – Appendix C-6 from PEI RP1200
7. In-Tank Probe Alarm – ATG Operation Inspection- Appendix C-7 from PEI RP-1200.
8. Liquid Sensors
   1. Tank Interstitial Sensor Alarm – ATG Liquid Sensor Functionality Testing – Appendix C-8 from PEI RP-1200 and, if requested by Love’s, State Certified Tank Tightness Test.
   2. Containment Sump Liquid Sensor Alarm – ATG Liquid Sensor Functionality Testing – Appendix C-8 from PEI RP-1200.
9. Leak Detector Failure or Leak – State Certified Leak Detector Test. If no State Certified Test is required, you must complete Mechanical and ELLD {Performance Test – Appendix C-9 from PEI RP-1200 and, if requested by Love’s, State Certified Line Test.
10. Shear Valve – Shear Valve Operation Inspection – Appendix C-10 from PEI RP-1200.
11. Emergency Shut Off – Emergency Stop Switch Operation Inspection – Appendix C-11 from PEI RP-1200

The completed forms are always required by Love’s as part of the normal service procedures, and the required documentation should be provided by Love’s with the original dispatch. If for some reason, the required documentation is not provided by Love’s, we must be proactive and request it.

Scrub Register:  

Warranty:  

• Admins should lookup dispenser or part on GVR extranet to confirm warranty status.

NTE Process: 

SASS team will request NTE increases and communicate with all key stakeholders.  If adjustments are needed, SASS will reach out to branch management for resolution.  Reference Service Channel Proposal guide.

Notes: 

• If gross margin falls under 15% add to Manager Review. 
• Communicate!!

Reminder for parts on order.  It may help to add this as a template to a "Parts Needed" note when checking out a tech who is suspending a call for parts.  This will show parts team what info is needed, creates a habit, and becomes an easy reference to update customer.