Plan qualified visits, recurring maintenance and equipment repair work.
HVAC and refrigeration teams move between planned maintenance and urgent repair calls. The dispatch desk needs to understand the work category, the customer window and the certifications required for the visit. Field Service Management brings those requirements into the same accepted assignment, with a mobile work record that stays connected to materials, labor and customer acknowledgments.
Match the category to active skills covering the planned work window. A certificate that was valid when the appointment was suggested may no longer qualify the technician on the service date. Recheck the actual assignment before it becomes a customer commitment.
Keep each covered location and maintenance item on its own occurrence schedule. A repeated generation job must return the existing visit instead of creating another obligation. Suspension and expiry apply to future work without erasing earlier completed service.
Record the part consumed against the actual truck stock and call. Keep customer prices fixed for accepted work, request replenishment through inventory review and retain compensating movements when a recorded draw needs correction.
A finding on site may lead to additional scope. Prepare its estimate, obtain independent internal review and capture the customer's exact-revision acceptance before adding billable work. The finished visit has its own completion acknowledgment.
Recurring customer obligations
Qualification before dispatch
Authorization when the job changes
Materials at the truck
Same records, same gates. The configuration changes how the process runs for this team.
| Call Number | Customer | Service Location | Service Category | Priority |
|---|---|---|---|---|
| SC-41234 | CUS-240 | SL-120 | SC-4107 | Low |
| SC-97431 | CUS-201 | SL-140 | SC-8613 | Medium |
| SC-52692 | CUS-085 | SL-120 | SC-9920 | High |
| SC-81669 | CUS-080 | SL-140 | SC-3932 | Emergency |
| SC-36686 | CUS-021 | SL-110 | SC-8259 | Low |
| SC-77134 | CUS-096 | SL-150 | SC-1105 | Medium |
| Call Number | Service Category | Assigned Technician | Service Location | Arrived At |
|---|---|---|---|---|
| SC-24444 | SC-8932 | HM | SL-150 | 06 Sep |
| SC-50069 | SC-7452 | SS | SL-130 | 18 Sep |
| SC-56364 | SC-1550 | DH | SL-140 | 14 Sep |
| SC-11489 | SC-7561 | BB | SL-110 | 15 Sep |
| SC-54201 | SC-4447 | AR | SL-110 | 29 Sep |
| SC-15486 | SC-1108 | SM | SL-110 | 19 Sep |
Commits qualified assignments and customer windows and coordinates schedule changes.
Records work only on assigned individual calls or calls assigned to a crew of which they are a current authorized member.
Works assigned crew calls and provides an independent pricing decision where the configured limit permits.
Requests and fulfils parts transfers within the configured inventory ownership boundary.
Owns service capacity, escalations and independent commercial decisions.
Keep recurring visits, service history and customer feedback connected.
Match each service visit to qualified people and a feasible customer window.
Give technicians the route, job context and work history they need in the field.
Keep field consumption, replenishment and inventory corrections connected.
Turn accepted service work into reconciled invoices and confirmed collections.
Agree additional work and retain the exact scope the customer accepted.
For completed calls whose 30-day observation window has elapsed, report the share without an explicit RecallVisit linked by OriginalCall; show immature cohorts separately.
Count distinct completed calls by completion date, category, technician and location service area. Cancelled and rescheduled visits are separate outcomes.
Closed billable labor hours divided by the matching immutable TechnicianAvailabilityDays basis, including days without calls. Later slot, leave or employment edits do not change an earlier denominator. Expand actual crew labor per member without double counting; exclude open clocks and show missing basis as incomplete, not zero.
Yes. Assign one eligible technician or a crew, then check each participating member against the required skills, work window and other commitments before dispatch.
Related questionRoute planning proposes a feasible order and travel estimates. Dispatch accepts changes to the committed schedule; a background proposal cannot silently replace the promised customer window.
Related questionSupported notes, photos, labor and signature captures can wait in the mobile queue. On reconnect the server checks current assignment, revision and command identity. Offline captures do not establish confirmed payment or server completion.
Related questionAn independent Crew Lead within the configured limit or Operations Manager reviews the submitted estimate. The customer then accepts that exact scope and revision before additional work is charged.
Related questionAccepted parts consumption posts a traceable stock movement. Correct a posted mistake through a linked compensating movement and any corresponding billing review, preserving the original record.
Related questionKeep the request Unknown and reconcile its original processor identity before retrying. An authorization, timeout or offline request is not a confirmed collection.
Related questionNo. The service billing snapshot is sent with a durable request identity. The local record retains the confirmed AR invoice reference only after a correlated acknowledgement.
Related questionYes. Each contract item identifies its covered service and location with its own occurrence schedule. Duplicate generation is prevented, and effective suspension or cancellation controls future visits.
Related questionFirst-time-fix uses completed calls with an elapsed observation window and explicit linked recalls. CSAT uses actual verified responses with coverage shown separately; a missing response is not a zero score.
Related questionPlan qualified visits, recurring maintenance and equipment repair work.
Coordinate customer sites, access instructions and repeat service commitments.
Bring dispatch, on-site diagnosis and billing into a connected service workflow.
