Overview
Technician Management is where you create and maintain profiles for all field service technicians. Each profile contains contact information, skills, certifications, vehicle assignments, and scheduling details.Complete and accurate technician profiles enable skill-based dispatching, ensuring the right technician is sent to each job.
When to Manage Technicians
Access this module when:- Onboarding - Adding new technicians to the system
- Updating Profiles - Changing skills, certifications, or contact info
- Assignment Changes - Updating team, vehicle, or territory assignments
- Performance Review - Reviewing technician details and history
- Offboarding - Deactivating departing technicians
Technician Information
Each technician profile includes:Basic Information
| Field | Description |
|---|---|
| Employee ID | Internal employee number |
| Name | Full name |
| Work email address | |
| Phone | Mobile phone number |
| Address | Home address (for route optimization) |
| Start Date | Employment start date |
| Status | Active, Inactive, On Leave |
Work Information
| Field | Description |
|---|---|
| Branch | Service branch assignment |
| Team | Team membership |
| Manager | Reporting manager |
| Role | Job title/role |
| Hourly Rate | Labor rate for billing |
| Cost Rate | Internal cost rate |
Skills & Certifications
| Field | Description |
|---|---|
| Skills | Competencies the technician has |
| Skill Levels | Proficiency levels for each skill |
| Certifications | Professional certifications held |
| Certification Expiry | When certifications expire |
| Training Completed | Training courses completed |
Assignments
| Field | Description |
|---|---|
| Vehicle | Assigned service vehicle |
| Territory | Geographic service area |
| Warehouse | Mobile inventory location |
| Tools | Assigned tools and equipment |
Creating Technicians
Managing Skills
Adding Skills
Skill Levels
| Level | Description | Assignment |
|---|---|---|
| Basic | Can perform simple tasks | Simple jobs only |
| Intermediate | Can handle most situations | Standard work |
| Expert | Full proficiency, can train others | Complex work |
Certification Tracking
For certifications that expire:- Enter certification date
- Set expiration date
- System alerts before expiration
- Expired certifications affect dispatch eligibility
Configure alert thresholds for certification expiration (e.g., 30, 60, 90 days before). This allows time to schedule recertification.
Schedule Configuration
Working Hours
Set standard working hours for each technician:| Setting | Description |
|---|---|
| Work Days | Days of the week worked |
| Start Time | Daily start time |
| End Time | Daily end time |
| Break Time | Scheduled breaks |
| Overtime Eligible | Whether overtime is allowed |
Availability
Track technician availability:- Regular Schedule - Standard working hours
- On Call - Available for emergency calls
- Leave - Planned time off
- Training - In training, not available for dispatch
- Unavailable - Temporarily unavailable
Assignments
Vehicle Assignment
Link technicians to their service vehicles:- Select vehicle from fleet
- Set assignment type (permanent, temporary)
- Configure vehicle warehouse access
- Enable mobile inventory features
Territory Assignment
Define service areas:- Geographic boundaries
- ZIP codes or postal codes
- Distance from home
- Branch coverage area
Team Assignment
Add technicians to teams for:- Dispatch grouping
- Management hierarchy
- Skill coverage
- Workload balancing
Best Practices
Complete Profiles
Complete Profiles
Fill in all profile fields. Incomplete data limits dispatch optimization and reporting accuracy.
Keep Skills Current
Keep Skills Current
Update skills as technicians gain experience. Accurate skill data improves dispatch matching.
Track Certifications
Track Certifications
Maintain certification records with expiration dates. Stay ahead of renewals to avoid gaps.
Use Home Addresses
Use Home Addresses
Enter accurate home addresses. This enables route optimization from home for first calls.
Configure Realistic Schedules
Configure Realistic Schedules
Set working hours that reflect actual availability. Include buffer time for travel and admin.
Deactivate, Don't Delete
Deactivate, Don't Delete
When technicians leave, deactivate rather than delete. This preserves historical records.
Common Questions
Can technicians update their own profiles?
Can technicians update their own profiles?
Permissions control what technicians can edit. Typically they can update contact info but not skills or pay rates.
How do I handle technicians with multiple skills?
How do I handle technicians with multiple skills?
Add all applicable skills with appropriate proficiency levels. Dispatch can then match any combination of required skills.
What happens when a certification expires?
What happens when a certification expires?
The technician may be excluded from dispatch for jobs requiring that certification, depending on system configuration.
Can one technician belong to multiple teams?
Can one technician belong to multiple teams?
Configuration determines this. Some setups allow multiple team membership for flexible dispatch.
How do I track subcontractors?
How do I track subcontractors?
Create technician profiles for subcontractors with appropriate type designation. This enables dispatch and tracking same as employees.
What's the difference between user and technician?
What's the difference between user and technician?
A user is a system login account. A technician is a workforce record. Technicians need user accounts to access the mobile app.
Related Documentation
Skills
Managing skill definitions
Teams
Team management
Vehicles
Vehicle assignment
User Management
Creating user accounts