Field Service Management Glossary

The process of assigning and routing field technicians to job sites.

Software and processes for managing field operations including scheduling, dispatch, and invoicing.

A document authorizing specific work to be performed for a client.

The percentage of service calls resolved on the first visit.

The average time from job start to resolution.

Scheduled maintenance to prevent equipment failure.

Algorithmic planning of the most efficient travel routes for field techs.

The percentage of available working time spent on billable activities.

A contract defining expected service standards and response times.

A metric measuring how satisfied clients are with service.

Tracking all costs (labor, parts, travel) associated with a specific job.

A modification to the original work scope after a job has started.

Hours worked that can be charged to a client.

Tracking and maintaining equipment and tools used in service delivery.

Real-time monitoring of vehicle locations for route optimization and accountability.