Routing of Field Service Personnel



Each Customer Service Representative (CSR) writing work orders is responsible for generating the route as work orders are written and requested.


Schedule any work that you promise and record all commitments and specific requests in dispatcher comments.


Put all Additions, Moves or Changes (AMC) or service orders requiring more than one hour of work in the scheduler calendar so the dispatcher & Ops Manager know how much time is available in the route for installations and/or emergency work requests.


Enter Dispatcher Comments and your initials for any contact/conversations you have with the customer regarding a work order/service request.


The dispatcher for the day should have all the information required to make the route in the Scheduler Calendar.


All information regarding the route must be recorded only in Scheduler to avoid having critical details lost or omitted.


Service orders are routed based on priority of trouble, maintenance agreement, geography and then order in which it was received.


Contact all customers on the route to confirm service for the following business day.


The morning window for technician arrival is 9 am – 12 pm and the afternoon window is 1 pm – 4 pm.


Print the Not Completed by Due Date Report each evening in order to determine which orders are still open. Check for special instructions in Dispatcher Comments to clarify the reasons for any incomplete work orders. Cross-reference the route and assignments daily against the By Account Report and the By Ship to City Report.


Prepare the route according to due date, commitments to customer, geographical location, type of problem or work requested and technician’s skill level.


Complete and print the route and work orders/time sheets every evening before the close of business day.


The route should include a full day’s work for each technician.


Assign additional work to technicians who complete their route before the end of the shift.


Additional work should be assigned based on the skill level of the technician, the time estimated to complete the work (including travel) and the amount of time remaining in the shift. Attempt to assign pre-scheduled appointments first and then assign open work orders. If there is no requested service that may be assigned, check with the operations manager for any available staging or installation prep work that may be available.


In order to allow technicians to work a full 8 hour shift, they should be released only when every opportunity has been exhausted.


Audit the Open Work Order Reports on a daily basis to ensure we are meeting our service goals.


Bring any outstanding work orders to the VP’s attention so all work orders can be assigned and completed in a timely manner.


All work orders for completed jobs should be closed and billed on the same or following business day.



Monitor any assigned work orders that appear on the Scheduled But Not Complete Report from Scheduler that have not been closed. If work orders are lost or damaged beyond use, reprint the work order and ask the technician who performed the job to fill it out again, writing clear dispatcher comments for every step in the process.


Monitor any closed work orders that have not been billed that appear on the Preliminary Billing Report from Phone Biz. If closed work orders are lost, re-print copies of the work orders from Scheduler and forward to finance to be billed.

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