In Their Own Words
“My job is to make sure our customers get the help they need by dispatching techs whose training and tools are best suited for the job. I make the process as efficient as possible to achieve first time fix for our customers. I work with techs to make sure they have the right parts and equipment, route them on the clearest paths, and prioritize jobs based on urgency. I am the eyes in the sky that help our service organization operate efficiently while providing timely service.”
Daily Challenges Include
Technician Skills Matching
Field Tech Support Scheduling
Customer Equipment Info and History
How I'm Measured
Travel Time vs.
Job Time by Tech
First-Time Fix Rates
What I Need To Succeed
Visibility to all work orders & my entire workforce and their location, skills, tools, and parts so that I can assign the best technician for the job to meet Service Level Agreements, ensuring customer satisfaction and optimized productivity.
A real-time map view of my workforce locations gives me the ability to respond to service needs.
Availability of work order and job templates that specify various job type and requirements like time to complete, tools, parts, and materials.
A 360-degree view of customers work order history, assets, and Service Agreements helps me ensure that techs are well informed and proactive in customer interactions.
Visibility is everything in dispatch. Knowing where technicians are, where they are going, and where to fit in those last-minute scheduled jobs into the existing routes can be handled with the equipment360™ map view. Traffic pattern views, intelligent resource recommendations, and real-time status updates from the field aid dispatch in meeting customer SLA’s for on-time arrivals.
For repeatable or complex job requirements, job templates save time by loading pre-populated services, tasks, and materials into the work order. This reduces scheduling errors and ensures technicians are prepared with the correct materials and work expectations.
Ensure the right tech with the right skill set, territory, certification, etc. are scheduled for the job. Entire crews, additional resources, and labor pools may also be recommended with the schedule assistant.