Written by Peter Stefanovic
Field technicians are hard working men and women who are highly skilled, expert problem solvers and a key player in your customer success strategy. Field service is applicable to many different industries, including, but not limited to construction, electrical, equipment rental, healthcare, and HVAC sectors. Field technicians are tasked with performing quality customer service based on the work orders given to them by their managers. These tasks range from repairs and installations to overall quality control or inspections. In this blog, we will discuss the day in the life of a field technician.
A field technician starts their day by accessing their field service management app that allows them to view their schedule for the day and any new work orders that have been assigned to them. Here they will be able to understand what the workload is like for the day, and for the week, and plan accordingly. Once a work order is selected, the optimal mapping and routing to arrive on the job will be displayed. This will allow the technician to arrive on-site with no unnecessary delays. The technician will also look at the work order to view the necessary inventory and equipment to bring with them. Once that is complete, the technician can depart and arrive on the job prepared.
When the technician arrives at the site, they will then view the attached customer documents in the work order on their mobile device. Customer descriptions and notes will clarify what is needed to be completed while work related pictures further provides clarity to the field technician. Additionally, forms needed to be signed or documented will be available for the technician at all times. The technician will then start the timer on their mobile app to then record the time required to complete the job. During the job, the technician can take pictures with their mobile device and upload them in real-time, improving the quoting and billing process with the assistance of their managers back in the office. Once this is done, the technician can get to work assisting the customer with the inventory and materials already prepared for their use. Once the job is complete, the technician can update the work order with the customer’s signature and any other updates or concerns using their mobile device.
After the Job is Complete
Once the technician has finished their work on-site and has updated the work order accordingly, it’s time to move on to the next work order assigned to them. However, before the next work order, the technician will update the statuses of their inventory and equipment to ensure everything is up to date for their managers in the office. With automatic invoicing and quoting, the customer will be billed electronically based on the pricing information already calculated. This way the technician does not process any billing themselves and can move on to the next work order. This process repeats as the technician gets ready once again, arrives on-site, and completes the work order until all assigned work orders for the day are complete.
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TimeLinx delivers innovative project & service management software as a complete solution that perfects the sell-track-manage-support-bill cycle that services organizations must have to delight their customers; TimeLinx brings the cycle together in a single application that offers less frustration, better project management, complete reporting, and improved profitability – all specially designed for Infor and Sage.