Brightline Plumbing & Drain Knowledge Base: Starter Set
This set turns what the office manager, ops manager and senior tech shared in interviews into 10 short, ready-to-paste articles. They are written for new office coordinators and new field techs in their first 90 days. The goal is to capture as much as possible before the office manager retires.
How to read the markers:
- [CONFIRM: …] means the notes didn't include this detail, or two people said different things. Someone at Brightline needs to fill it in.
- "Suggested practice:" is general good advice from the writer, not something your team said.
Assumptions
- Readers are not very technical, so steps are short and avoid jargon.
- People are named by role. Based on the notes, I used: Dana = office manager, Mike = owner, Carla = ops manager, Luis = senior tech.
- "The office" means the office manager and office coordinators.
- ServiceTitan is used as described in your terms list. I did not describe exact menus or button names because the notes didn't include them.
- Owner fields list a role, not a person, so the articles stay correct after the office manager retires. Who takes over each office-manager duty is flagged once in KB-010 and in the Gaps checklist.
- Topics 1–5 follow your wishlist in order. Slots 6–10 were chosen from the rest of the notes. In KB-009, three small field-tech tips were combined into one quick-rules article because each was too short to stand alone.
KB index
| # | Article ID | Title | Type | Primary reader | Source role(s) | Status |
|---|---|---|---|---|---|---|
| 1 | KB-001 | How to handle a warranty callback | Decision guide | Office coordinators | Office manager, ops manager | Draft – needs input |
| 2 | KB-002 | How to do the morning cash and check deposit | How-to | Office coordinators | Office manager | Draft – needs input |
| 3 | KB-003 | How to order parts | How-to | Office coordinators | Office manager | Draft – needs input |
| 4 | KB-004 | How to take a new customer call | How-to | Office coordinators | Office manager | Ready to publish |
| 5 | KB-005 | How the after-hours emergency process works | Policy | Office coordinators, techs | Office manager | Draft – needs input |
| 6 | KB-006 | How to restock the trucks (Friday sheet, Saturday stocking) | How-to | Techs | Ops manager | Draft – needs input |
| 7 | KB-007 | How to send a review request text | How-to | Office coordinators | Ops manager | Ready to publish |
| 8 | KB-008 | How to check timesheets before payroll | How-to | Office coordinators | Ops manager | Draft – needs input |
| 9 | KB-009 | Field tech quick rules: before photos, big quotes and the drain camera | Reference | Techs | Senior tech | Ready to publish |
| 10 | KB-010 | Glossary of Brightline terms and who to ask for what | Reference | Everyone | Office manager, ops manager, senior tech | Ready to publish |
KB-001: How to handle a warranty callback
Type: Decision guide
Audience: Office coordinators, dispatch
Owner: Office manager (role). Policy decisions: Owner
Last reviewed: [date to fill in]
Source: notes from office manager, ops manager
Search tags: callback, CB, warranty, problem came back, repeat job, no charge, trip fee waiver, redo
Summary (TL;DR): When a customer says a problem is back, find the original job in ServiceTitan by phone number. If it's the same issue and still inside the callback window, it's a free callback: tag it CB and put it on the board in red. If it's outside the window but within a year, it's a paid call with the trip fee waived.
⚠️ Conflict to resolve: The office manager said the callback window is 90 days. The ops manager thinks it was changed to 60 days last year and said this needs checking with the owner. [CONFIRM: is the free callback window 60 or 90 days? The owner should decide.] Until this is confirmed, ask the ops manager or owner before calling a job a free callback if it is between 60 and 90 days old.
Step 1: Find the original job
- Search ServiceTitan by the customer's phone number.
- Open the original job and note the job # and the date of the original work.
- If you can't find a match by phone: [CONFIRM: what to do if no job matches the phone number, e.g. search by address or name?]
Step 2: Decide what kind of call it is
| If… | Then… |
|---|---|
| Original job is inside the callback window (60 or 90 days, see conflict above) and it's the same issue | It's a callback, no charge. Go to Step 3. |
| Original job is past the callback window but within 1 year | Normal paid call, but waive the trip fee. The owner set this rule in 2022. |
| Original job is more than 1 year ago | Normal paid call. |
| It's a different issue from the original job | Normal paid call. |
- [CONFIRM: how to decide whether it's "the same issue". Does the office decide from the job notes, or does the tech decide on site?]
- [CONFIRM: does the 1-year trip fee waiver require the same issue? Is the year counted from the original job date? Does the rule still apply if the callback window is now 60 days?]
Step 3: Set up a free callback
- Tag the job CB in ServiceTitan.
- Put it on the board (the dispatch whiteboard) in red.
Step 4: Pick the tech
- If the original tech is free that day, send them.
- If not, send whoever's closest.
- Techs don't love callbacks, so don't hold the job waiting for the original tech.
Related
KB-004 (new customer call), KB-010 (who to ask)
KB-002: How to do the morning cash and check deposit
Type: How-to
Audience: Office coordinators
Owner: Office manager (role)
Last reviewed: [date to fill in]
Source: notes from office manager
Search tags: deposit, cash out, checks, lockbox, bank run, payments don't match, deposit slip
Summary (TL;DR): Each morning, count the cash and