Penske Service Hub is a website designed for use by third-party service providers who perform work for Penske. It offers repair order transparency and enables service providers to provide updates on repairs.
Accessing Service Hub
How to Access Service Hub (New Users)
Go to penskeservicehub.com and click the “Request Access” button. Penske will review your request and will send you an email invitation if access is approved. Please note that the temporary password included in this email invitation will expire within 24 hours.
How to Access Service Hub (Existing Users)
Input username (your email) & password, then log in.
Helpful Tips:
• Bookmark penskeservicehub.com for future access.
• Use one of the two preferred browsers, Microsoft Edge or Google Chrome. Safari is not recommended for Mac users.
• Please note that Service Hub is not meant for mobile, but can be used on a tablet.
• Logging out: At any time, you can log out by clicking your name in the top right of your screen and selecting “Log out”.
Support Information
Password Resets
For password resets or trouble logging in, use the password reset button on the homepage. Please note that the password reset link you’ll receive expires within 24 hours.
User Account Information
By clicking your name in the top right of the screen, you can view the profile page and edit account information or security settings.
For additional information related to your account, contact Penske Service Provider Initiatives (SPI) at 855-234-0016 or spi.sourcing@penske.com.
Viewing Existing Repairs
Overview Page
The Overview page displays a summary of all existing repairs by status. You can click on the status header or any sub-status you want to view repairs more closely.
Viewing Multiple Locations
Use the location selector in the top left corner to navigate to a different location or view all available locations.
All of the sub-statuses will refresh depending on location selection, as well as their sub-pages.
Helpful Tips:
• You can click the “Service Hub” logo to navigate back to the Overview page at any time.
Scheduled Repairs
These repairs are no longer Requested Repairs and have been converted to upcoming repairs for Service. They may have the following statuses:
• Created – The repair order has been created.
• Awaiting Confirmation – Waiting for confirmation between all parties involved.
• Scheduled – Confirmed – Repair has been confirmed, and work is upcoming.
Open the filter menu to reveal different filters which can be applied to focus on a subset of Repair Orders.
Active Repairs
These are repairs in progress and will have the following statuses:
• Unit Arrived – The unit is on-site.
• Repairs in Progress – Work is currently being done on the unit.
• Pending Parts – Parts are needed and awaiting arrival, work may be on hold.
• Estimate Requested – Penske requires an estimate for the work taking place.
• Estimate Submitted – Repair Orders for which an estimate has been submitted.
• Pending Approval – The repair is on hold and awaiting approval.
Completed Repairs
This is the invoicing overview section. You can see the approval and payment status for each repair. Some documents will be required from the service provider, and these will be indicated by a “!” icon. Items fall into two tabs: Invoice Required and Action Required. Statuses include:
• Invoice Required – Penske needs invoices uploaded to continue with payment.
• Invoice Submitted – Repair orders for which an invoice has been submitted and are ready for payment.
• Penske Review – Penske is reviewing documentation before working on payment.
• Pending Job Costs – Penske needs information about job cost breakdown to proceed.
• Pending PM Form – Penske needs a PM form to proceed.
RO History
These are repairs that have moved through all steps of the repair lifecycle and have been paid and closed. You can search for a specific repair by using a secondary search bar.
By clicking the download button, repair orders can be exported to Excel, ideal for offline manipulation or processes.
Updating a Repair Status
You may update a repair status to keep Penske informed in real-time. You can access this from:
• The “Update” button located in the Action column of a Scheduled or Active page.
• The “Update Status” button within a Repair Order Details page (which is accessed by clicking on a Reference Number).
Note:
There may be some exceptions to this. Depending on the status, such as in Completed Repairs – Invoice Required, you will notice we ask for documents to be uploaded instead of a status change.
Submitting a File
You may upload files to a repair order at any time throughout the process:
• When submitting a New Repair Request.
• From the “Update” button located in the Action column of a Scheduled, Active or Completed Repairs pages.
• From the File Upload section within a Repair Order Details page (which is accessed by clicking a Reference Number hyperlink).
Note:
If you are unsure if a document has already been uploaded for a repair order, open the Repair Order Details page. Simply view all files in the “File Uploads” section (pictured above). You can click “Message Penske” if you need more help.
To include an optional message to Penske, simply check the “Include Message” box and add your comment or note.
Submitting an Invoice
Once a repair has reached an Active status, an invoice may be attached. If not attached prior, once a repair has reached the Completed Repairs phase of the process, an Invoice Required status will trigger. At this time, a service provider must upload an invoice for the the finished repair to be paid.
Exceptions
• Active – Estimate Requested – The file will default to an estimate file type.
• Completed Repairs – Pending Approval – Approval is pending.
• Completed Repairs – Invoice Required – Your file will default to an Invoice file type.
• RO – History – No files may be uploaded for a closed repair. These repairs have already been paid.
Messaging Penske
At any time throughout the repair process, you can message Penske by accessing the “Update” button located in the Action column of a Scheduled, Active or Completed Repairs page and selecting “Message Penske” or by viewing the RO detail page.
Note:
You will not see this on any RO History items, as those are closed. For additional information, please visit the Help Center.
Requesting Approval for New Repairs
If you wish to get a reference number and approval for a new repair, you can fill out a form in Service Hub to send Penske necessary information. You should not start work until a request has been approved and you obtain a reference number.
Repair Request Form How-to
• Submit a new request to obtain approval for a new repair by clicking the “+ New Repair” button in the left sidebar (or from the Requested Repair page)
• Complete the form to submit the request to Penske by searching for a unit number and filling out the location information.
• Then build out up to 10 Issues by selecting the main category the repair falls under, then its subcategory (if applicable) and multi-select details listed for the repair (or “Other” if not found). Add a comment if needed/required.
• You can submit files at this time and any additional notes, though not required.
• You will receive an email confirmation summarizing your submission information.
• Penske will process your request and email you directly with approval and next steps.
Submitted Requests
View the Requested Repairs page to see a list of previously submitted requests. You can also view details submitted in the Requested Repair detail page, accessed by clicking “View” in the Action column.
Searching for a Repair
We have two search mechanisms available to quickly find what you’re looking for:
• Global Search – A search bar is available on the Overview, Scheduled, Active and Completed Repairs pages. Global searches can find information across all repairs by either a reference number, unit number, VIN/Serial number, or work order number search. These options will show below the bar as you type
• Page Level Filtering – Within each page, Repair Order tables can be filtered by several variables. Additionally, page level searches can also be helpful to locate Repair Orders on the Completed Repairs and RO History pages.
Note:
Closed repairs should be searched in RO History page.
What’s New
This page in the Service Hub showcases the latest enhancements and features, keeping you up to date with recent updates.
Notice the yellow New! badge next to this selection on the left navigation whenever new features are released in the Service Hub.
Glossary of Terms
• Repair Order (RO) – A single repair event for a single unit, on a single invoice. The repair order may contain multiple jobs for that repair event.
• Requested Repairs – A request for approval to begin work and obtain a reference number.
• Scheduled Repairs – A repair that is approved to begin and coming up. This may be a converted repair request.
• Active Repairs – A repair that is in progress or the repair is on hold while waiting for parts, etc.
• Completed Repairs – Invoicing and payment part of Service Hub. Here invoices are required for payment to be sent.
• RO History (Repair Order History) – A record of past service orders that completed all steps in the repair lifecycle.
• Reference Number – This is the number Penske uses to track an RO. When you click on this, it takes you to the detail page.
• Work Order – A service provider’s own tracking number. Penske does not provide this.
• Purchase Order – Refers to Penske’s PO number, issued for payment. It is only available in the Completed Repairs page.
• SPI – Penske’s Service Provider Initiatives Team
• PFM – Penske Fleet Management
• MSA – Master Services Agreement
Questions?
Reach out to the following contacts if more help is needed:
Account Setup Inquiries and Access Support
Penske Service Provider Initiatives (SPI) spi.sourcing@penske.com
855-234-0016
Payment and Invoicing Inquiries
PFM Finance Agent pfminvoices@penske.com
855-234-0020
New Repair Requests
Penske PFM Agent
pfmfleet@penske.com
855-234-0020
For additional resources, please visit the Help Center in the Service Hub.
