50 Field Service Glossary terms every field technician needs to know

50 essential terms related to field service management, their definitions, and descriptions to help users understand the key concepts and functionalities.

Field Service Software Glossary

1. API (Application Programming Interface):

• Protocols and tools for building software applications and enabling communication between different systems.

2. Asset Management:

• Tracking and managing physical assets like equipment and tools used in field operations.

3. Automated Scheduling:

• Using algorithms to assign tasks and create schedules for field technicians based on various criteria.

4. Back Office:

• Administrative functions such as accounting, HR, and customer support.

5. Billing and Invoicing:

• Processes for generating and managing invoices for services provided.

6. Business Intelligence (BI):

• Technologies and strategies used to analyze business data and provide actionable information.

7. CRM (Customer Relationship Management):

• Software for managing interactions and relationships with customers.

8. Customer Portal:

• An online platform where customers can access services, request support, and view account details.

9. Dashboard:

• Visual interface displaying key metrics and performance indicators.

10. Dispatching:

• Assigning and sending field technicians to service locations based on job requirements and availability.

11. ERP (Enterprise Resource Planning):

• Integrated management of core business processes, often in real-time.

12. Field Service Management (FSM):

• Systems and processes for managing field service operations, including scheduling, dispatching, and tracking.

13. Fleet Management:

• Managing a company’s vehicle fleet, including maintenance and tracking.

14. Geofencing:

• Creating virtual geographic boundaries that trigger alerts when entered or exited.

15. GPS Tracking:

• Using GPS technology to monitor the real-time location of field technicians and vehicles.

16. Inventory Management:

• Tracking and managing inventory levels of parts and equipment.

17. IoT (Internet of Things):

• Network of connected devices that communicate and exchange data.

18. Job Costing:

• Determining the direct and indirect costs associated with a specific job or service request.

19. Job Management:

• Organizing and coordinating tasks, resources, and schedules to complete service requests.

20. Knowledge Base:

• Repository of information such as FAQs, guides, and manuals for reference.

21. KPI (Key Performance Indicator):

• Measure of performance used to evaluate success in achieving objectives.

22. Mobile Workforce:

• Field technicians who perform tasks outside the main office using mobile devices.

23. Onboarding:

• Process of integrating new customers or employees into the system and ensuring they understand how to use it effectively.

24. Preventive Maintenance:

• Scheduled maintenance to prevent equipment failures and extend asset life.

25. Real-Time Updates:

• Instantaneous updates to ensure all parties have current information.

26. Resource Allocation:

• Assigning the right resources, such as technicians and equipment, to tasks.

27. Route Optimization:

• Determining the most efficient travel routes for field technicians.

28. SaaS (Software as a Service):

• Software delivery model where applications are hosted by a service provider and accessed over the internet.

29. Service Agreement:

• Contract outlining the terms and conditions of the service provided.

30. Service Level Agreement (SLA):

• Formal agreement specifying the expected level of service, including response times.

31. Service Request:

• Formal request for service from a customer.

32. Skill Matrix:

• Tool for assessing and documenting the skills of technicians to assign tasks based on expertise.

33. Smart Scheduling:

• Scheduling that optimizes technician assignments based on various factors like skills, location, and availability.

34. Task Management:

• Managing and tracking the completion of specific tasks within a job.

35. Technician Utilization:

• Measure of how effectively technicians’ time is used, often expressed as a percentage.

36. Ticketing System:

• System for creating, managing, and tracking customer support tickets.

37. Time Tracking:

• Recording the amount of time spent on tasks or jobs for billing and payroll purposes.

38. Work Order:

• Document or digital record detailing the tasks and requirements for a service request.

39. Workforce Management:

• Optimizing the productivity and efficiency of the workforce through scheduling, dispatching, and monitoring.

40. Workflow Automation:

• Automating repetitive tasks and processes to improve efficiency.

41. Customer Churn:

• Rate at which customers stop using a service over a given period.

42. Customer Satisfaction (CSAT):

• Measure of how satisfied customers are with a company’s services or products.

43. Customer Retention:

• Strategies and actions to keep existing customers engaged and satisfied.

44. Field Technician:

• Professional who performs maintenance, repairs, or installations at customer locations.

45. First-Time Fix Rate (FTFR):

• Percentage of service requests resolved on the first visit.

46. Preventative Maintenance:

• Routine maintenance to prevent equipment failures and downtime.

47. Predictive Maintenance:

• Using data analytics to predict when maintenance should be performed to prevent failures.

48. Incident Management:

• Process for identifying, analyzing, and correcting incidents to prevent future occurrences.

49. Operational Efficiency:

• Ability to deliver services in the most cost-effective manner without compromising quality.

50. Customer Experience (CX):

• Overall perception customers have of their interactions with a company.

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