Service, Warranty & Small Jobs (21)
about 59,459 hrs/yr
- Service call intake (Daily, about 3,875 hrs/yr) Service calls arrive by phone, email, and customer portals.
- Dispatch (Daily, about 3,875 hrs/yr) Dispatchers slot technicians onto calls by priority, skills, location, and availability in the field service system, balancing emergency calls against scheduled maintenance and contract response times.
- Technician assignment (Daily, about 3,875 hrs/yr) Technicians are assigned to work orders by certification, skill, and customer site requirements, such as refrigerant handling certification or site badging, and the job goes to their mobile app.
- Customer appointment confirmation (Daily, about 3,875 hrs/yr) The day before a visit, customers receive a confirmation with date, arrival window, and technician name by email, text, or customer portal, and replies or reschedules are recorded on the work order.
- Technician time entry (Daily, about 3,875 hrs/yr) Technicians record hours per work order in the mobile app, split into regular, overtime, and travel time, and those hours feed both payroll and service billing.
- Material/parts usage (Daily, about 3,875 hrs/yr) Parts and materials used on each call are recorded by the technician, charged to the work order, and relieved from truck or warehouse stock so billing and inventory agree.
- Service quote (Daily, about 3,875 hrs/yr) For repairs outside contract or warranty coverage, the service team prepares a quote from the technician's findings with labor, parts, and terms, and sends it through email or the customer portal.
- Quote approval (Daily, about 3,875 hrs/yr) Customers approve or decline service quotes through the portal or email, and each approval is recorded with a signature or customer PO number before the repair work is scheduled.
- Preventive service scheduling (Daily, about 3,875 hrs/yr) Preventive visits owed under service contracts are generated by frequency, grouped by location and building, and assigned to technicians weeks ahead so contract obligations are met on time.
- Warranty call intake (Daily, about 3,875 hrs/yr) After turnover, owners report warranty problems by phone, email, or portal.
- Callback tracking (Daily, about 3,875 hrs/yr) Repeat visits for the same problem are tracked as callbacks, because they cost unbilled labor and point to technician, parts, or equipment quality problems.
- Service ticket customer signature (Daily, about 3,875 hrs/yr) On completion, the customer signs the service ticket on the technician's device, confirming work performed, hours, and materials; the signed ticket supports the invoice and settles later disputes.
- Customer payment application (Daily, about 3,875 hrs/yr) Customer payments for service invoices arrive by card, check, ACH, or portal, and are applied to the correct open invoices, with short-pays and unapplied cash tracked by customer.
- Service work order creation (Daily, about 2,250 hrs/yr) Each accepted call becomes a work order in the field service system with customer, site, equipment, problem, priority, billing type, and contract or warranty coverage.
- Mobile work order update (Daily, about 2,250 hrs/yr) Technicians update work orders from the mobile app with status, notes, photos, labor, and parts, and the office checks each closed order is complete enough to bill.
- Service invoice generation (Daily, about 2,250 hrs/yr) Completed work orders are invoiced for labor, parts, and trip charges under contract or T&M terms, with the signed ticket attached, from the field service system into AR.
- Warranty eligibility review (Daily / Weekly, about 546 hrs/yr) Warranty staff check whether an issue is covered: within warranty period, covered system, and not caused by misuse, and decide who performs the work.
- Service billing review (Daily / Weekly, about 546 hrs/yr) Before invoices go out, the billing clerk reviews service charges for missing labor or parts, wrong contract rates, trip charges, and warranty work billed to the customer in error.
- Service backlog review (Daily / Weekly, about 546 hrs/yr) The service manager reviews open work orders by age, priority, and status each week, so backlog does not grow unnoticed and contract response times are not missed.
- Technician productivity review (Daily / Weekly, about 546 hrs/yr) Service managers measure each technician on billable hours, calls completed, first-time fix rate, and callbacks, using work order and time data, and review results with each technician monthly.
- Service contract setup (Per event / project, about 150 hrs/yr) A signed service agreement is set up with covered equipment, visit frequency, pricing, billing schedule, and term, so preventive visits and recurring invoices generate on schedule.