12/11 KSmith -- Scheduled for 12/19 with Elizabeth. 9-11am.
12/11 KSmith -- Sent email to Beth to schedule for 12.19. Left VM as well.
9/3/25 lcoonrod
Install, no call required
🔧Work Performed
On arrival, customer already pre-installed wall plate. Wall plate appears secure.
Installed control box horizontal arm and articulating arm.
Customer purchase laptop that is not a midmark laptop. Installed midmark program suite.
Laptop was not detecting sensor. Called midmark tax services for assistance because calibration files were not included in the sensor USB.
After discussion with Lori, she determines that the laptop the customer purchased needed to be fully updated. Firmware needed updating. Full system updates on laptop needed to be performed per lori.
Completed updates. Since they're still not connecting.
After several attempts with Lori trying to remote into the system.. we finally were able to get the sensor to connect. Took several images to verify connectivity. Unit passes functional testing and has been issued into service.
Staff was not ready for any type of basic training. Took a while for a customer to become ready.
Administered basic training to Beth. Customer is going to set up a more extensive training with midmark.
🔍Technician Findings
On arrival, customer already pre-installed wall plate. Wall plate appears secure.
Installed control box horizontal arm and articulating arm.
Customer purchase laptop that is not a midmark laptop. Installed midmark program suite.
Laptop was not detecting sensor. Called midmark tax services for assistance because calibration files were not included in the sensor USB.
After discussion with Lori, she determines that the laptop the customer purchased needed to be fully updated. Firmware needed updating. Full system updates on laptop needed to be performed per lori.
Completed updates. Since they're still not connecting.
After several attempts with Lori trying to remote into the system.. we finally were able to get the sensor to connect. Took several images to verify connectivity. Unit passes functional testing and has been issued into service.
Staff was not ready for any type of basic training. Took a while for a customer to become ready.
Administered basic training to Beth. Customer is going to set up a more extensive training with midmark.
⚠️Problem Description
This install is for David Trost.
Ordered Item Item Description
Sched Ship
Date Qty
Unit Price
(USD)
Extended Price
(USD)
1 VI-USA DENTAL IMAGING INSTALLATION, USA 09/02/2025 1 0.00 0.00
ACKNOWLEDGEMENT LINE NOTES: Part Number: DCV7-G2X/H/S4
Description: COMPLETE SYSTEM, GRAY, 190 CM (76 IN) REACH, 2 STUD MOUNT, SIZE #2 BITE-RESISTANT SENSOR
Serial Number:
Scheduled Ship Date: 9/9/25
Sales Order #: 8654965
Customer PO #: N433828
All Midmark Progeny
Mandatory documents:
FDA 2579 Form
Signed OM Form
📧
Email:Re: NORTH ROCKLAND ANIMAL HOSPITAL -- Midmark Installation -- WO-01301147
Completed Dec 11, 2025
From: egillies@rocklandvet.com
To: ksmith@emsar.com
That sounds great, what time? Do I need to do anything ahead of time? The unit is currently in our basement.
Beth Gillies
Practice Manager
Rockland Veterinary
* Hudson Valley Animal Hospital
* North Rockland Animal Hospital
* Pomona Animal Hospital
egillies@rocklandvet.com
845-354-1800
________________________________
From: Kourtney Smith <ksmith@emsar.com>
Sent: Thursday, December 11, 2025 10:12 AM
To: Elizabeth Gilli
📋
Outbound to +18453541800
Completed Dec 11, 2025
Left VM to schedule for 12.19
📧
Email: NORTH ROCKLAND ANIMAL HOSPITAL -- Midmark Installation -- WO-01301147
Completed Dec 11, 2025
To: egillies@rocklandvet.com
CC:
BCC:
Attachment: --none--
Subject: NORTH ROCKLAND ANIMAL HOSPITAL -- Midmark Installation -- WO-01301147
Body:
Good Morning Beth,
We received a request from Midmark to install your new Vetpro unit.
Would Friday, December 19th work for the technician to come onsite and install the unit?
BEST REGARDS,
KOURTNEY SMITH
ACCOUNT SERVICE COORDINATOR
EAST DISTRICT COORDINATOR
937-366-1038
877-323-6728 EXT 238
KSMITH@EMSAR.COM.
WWW.EMSAR.COM
Disclaimer: The disclaim
📞
Call
Completed Dec 10, 2025
Survey added.
Sep 4, 2025 7:52am
@Leona Coonrod @Sherry Reich @Stephanie Ramen @Scott Berry This is not ready for a schedule, this needs to be placed in the pending Midmark Progeny Install Case queue.I have not made contact with the POC yet let me know when it's in the folder.,Thank you
Dave
Dec 11, 2025 9:49am
@Stephanie Ramen Work Order 01301147 can be released for schedule.
📅
WO-01301147 - Installation - Stony Point - NORTH ROCKLAND ANIMAL HOSPITAL
Dec 19, 2025 10:00am – 1:00pm
Work Order: WO-01301147
Account: MIDMARK
Customer Case Number: 8654974
Location: NORTH ROCKLAND ANIMAL HOSPITAL
Address: 18 N Liberty Dr, Stony Point, NY 10980
Manufacturer:
Model #:
Serial #:
Contact Name: BETH GILLIES
Contact Phone: 845-354-1800
Contact Email: egillies@rocklandvet.com
Due Date:
PDF
OM_197625544_8654974
Sep 3, 2025
LINK
IMG_20251219_140629592
Oct 10, 2026
LINK
IMG_20251219_113409808
Oct 10, 2026
LINK
IMG_20251219_113348061
Oct 10, 2026
LINK
IMG_20251219_105406684
Oct 10, 2026
LINK
IMG_20251219_105446797
Oct 10, 2026
LINK
Rockland image 1
Oct 10, 2026
LINK
Rockland image 2
Oct 10, 2026
LINK
Rockland image 3
Oct 11, 2026
LINK
Pre-Install Survey-Wall- 06.19.2025
Oct 11, 2026
LINK
north rockland animal FDA FORM
Oct 11, 2026
LINK
FDA-2579_06-25-21-Secured
Oct 11, 2026
LINK
North Rockland xray survey
Oct 11, 2026
LINK
2025-ah-dental-imaging-program
Oct 12, 2026
Timeline
📞
Case Linked Sep 3, 12:42 PM
Case Number:00524196
Subject:Vet Order - North Rockland Animal Hospital - Stony Point, NY - Quote #8654974
Status:Closed
📋
Work Order Created Sep 3, 4:56 PM
Work Order:WO-01301147
Type:Installation
Priority:PC
📅
Status: Ready for Scheduling by Scott BerrySep 3, 6:52 PM
From:Entered
To:Ready for Scheduling
Duration in Previous:1h 55m
🔍
Status: L2 Screening by Leona CoonrodSep 4, 8:23 AM
From:Ready for Scheduling
To:L2 Screening
Duration in Previous:13h 31m
🚨67.0 business days
📅
Status: Ready for Scheduling by Dave CredittDec 11, 9:49 AM
From:L2 Screening
To:Ready for Scheduling
Duration in Previous:98d 2h
👷
▶
2
Technician Assigned Dec 11, 10:10 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From:Ready for Scheduling
To:Assigned
Duration in Previous:21m
🗓️
▶
2
Status: Scheduled Dec 11, 10:28 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For:2025-12-19T15:00:00.000+0000
⚠️7.0 business days
🔧
Status: Tech On Site by David TrostDec 19, 11:51 AM
From:Scheduled
To:Tech On Site
Duration in Previous:8d 1h
⏱️
▶
2
4x Labor Added Dec 19, 8:05 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From:Tech On Site
To:Completed
Duration in Previous:8h 13m
🏁
Status: Closed by David TrostDec 19, 8:23 PM
From:Completed
To:Closed
Duration in Previous:17m
⚠️7.5 business days
📄
▶
3
Status: Ready to Bill Dec 31, 3:58 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From:Invoice Pending
To:Invoiced
Duration in Previous:2m
🧾
Invoice Created
Invoice Number:SM-250271
Bottlenecks
Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
L2 Screening
Duration: 67.0 business days (threshold: 1.0 business days)
Exceeded by 66.0 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 7.0 business days (threshold: 1.0 business days)