Project Overview
A Warehouse Overhead Door in Need of Repair
When the warehouse overhead door was being opened, it stopped midway and became stuck in the open position with no power to close. The Bowmanville store contacted our 24/7 Emergency Service team for assistance, emphasizing that it was urgent to get the door closed.
Four-Hour Emergency Service Priority
Our service coordinator marked the issue as a P4 priority, which requires emergency service calls to be addressed within four hours. Utilizing our internal scheduling system and GPS truck tracking for technician availability, the coordinator identified a technician who could be on-site within two hours.
GPS Truck Tracking
See where technicians are in real-time
Technician Schedule Board
See which technicians are available in real-time
Root Cause Discovery for Overhead Door Repairs
Upon arrival, the technician inspected the door to determine the root cause of the malfunction. He discovered that the photo eye had been dislodged from its mounting bracket along with the manual disconnect was partially engaged and was missing a pull rope.
Before
Dislodged photo eye
After
Reattached photo eye
Emergency Warehouse Door Repair in Under Four Hours
The technician straightened the mounting bracket and reattached the photo eye. After testing the electrical operation of the door, he added a pull rope so that the door could be operated manually if issues arose again. Before leaving, he explained the photo eye issue to the store employees and educated them on how to use the manual disconnect and pull cord to operate the door if the system failed again.
Ultimately, from the time the call was placed to when the door was fully repaired and the staff trained on proper operation, we completed this first-time fix in three hours, well within the four-hour window typically set for emergency service calls.
After
Added pull rope for manual operation in emergencies
