Overview
The Workforce module in Fentu FSM manages all aspects of your field service team. This includes technicians, their skills and certifications, team structures, scheduling availability, and time-off management.Your technicians are the face of your company to customers. Effective workforce management ensures the right technician with the right skills is sent to every job.
Module Components
Technicians
Individual technician profiles and assignments
Technician Reports
Performance and productivity reporting
Teams
Static team groupings for dispatch and management
Dynamic Teams
Rule-based team assignments
Skills
Skill and certification tracking
Leave Management
Time off and availability management
Key Concepts
Technician Types
| Type | Description |
|---|---|
| Field Technician | Primary service technician working at customer sites |
| Lead Technician | Senior tech who may supervise or train others |
| Apprentice | Technician in training, typically works with mentor |
| Subcontractor | External worker performing services on your behalf |
Skill-Based Dispatch
Fentu matches technicians to jobs based on:- Required Skills - Skills needed for the job type
- Certification Status - Valid certifications for the work
- Experience Level - Complexity matching
- Availability - Schedule and capacity
Team Structures
| Structure | Description | Use Case |
|---|---|---|
| Geographic | Teams by service area | Regional coverage |
| Specialty | Teams by skill type | HVAC team, electrical team |
| Mixed | Combination approach | Flexible assignment |
Workforce Workflow
Integration with Operations
Workforce data connects to:- Dispatcher - Assigns work based on skills and availability
- Work Orders - Tracks who performs what work
- Time Tracking - Records hours worked
- Material Requests - Links parts to technicians
- Customer Records - Shows service history by technician
Accurate workforce data is essential for efficient dispatching. Keep technician skills, schedules, and availability current.
Best Practices
Complete Profiles
Complete Profiles
Ensure all technician profiles are complete with skills, certifications, and contact information.
Track Certifications
Track Certifications
Monitor certification expiration dates. Expired certifications may prevent assignment to certain jobs.
Update Availability
Update Availability
Keep schedules current. Accurate availability data prevents scheduling conflicts.
Review Performance
Review Performance
Regularly review technician metrics to identify training needs and recognize top performers.
Plan for Absences
Plan for Absences
Enter leave requests in advance to allow for coverage planning.
Related Documentation
Dispatcher
Assigning work to technicians
Work Orders
Managing service work
Time Tracking
Recording work hours
Vehicles
Fleet assignment