Technician Guide

This guide explains how field and shop technicians use the Service Tracker Platform to manage assignments from intake through completion.

Getting Ready for the Day#

• Sign in from the dashboard to see My Orders, Unassigned Orders, and any urgent approvals awaiting attention.
• Sync your mobile device by adding the web app to the home screen. Push notifications alert you when work is reassigned or a customer responds to a note.
• Check the schedule view for upcoming site visits and confirm that required parts are on hand.

Creating or Claiming Orders#

Create a new request#

1. Navigate to New Service Order.
2. Choose Walk-In Repair for in-shop work or Service Call for on-site jobs.
3. Capture intake details:
   • Customer, site, and contact information.
   • Asset selection plus serial numbers when known.
   • Order kind, priority, and concise problem summary.
   • Reference photos or documents that assist with troubleshooting.
4. Submit the form to generate an order number and open the detail page.

Claim existing work#

• From Unassigned Orders, open the request and use Claim Order to assign it to yourself.
• Use the Assignee dropdown to hand off work to another technician when necessary. Reassignments are logged for audit purposes.

Managing Status & Communication#

• Progress through the standard lifecycle: Draft → Scheduled → New → In Progress → Awaiting Parts → With Manufacturer → Ready for Return → Completed.
• Add a note whenever you change the status so the customer understands why the transition happened.
• Use Awaiting Parts to pause work while logistics organises replacements. Include supplier and ETA details when available.
• When the repair requires manufacturer support, set the status to With Manufacturer and attach the RMA paperwork.

Tip: Keep notes short, factual, and friendly. Use public notes when you intend the customer to see them.

Documenting Work#

1. Switch to the Work Logs tab.
2. Log labour entries with start/end times, billable hours, and rates if applicable.
3. Record installed parts with quantities and cost codes. Attach receipts or calibration certificates for compliance.
4. Upload diagnostic reports, photos, and customer sign-off forms under the Attachments tab.

Accurate documentation ensures invoices are generated correctly and gives colleagues context if they inherit the job later.

Reminder: If you photograph wiring or safety-critical assemblies, capture a wide shot and a close-up. Annotate issues in the note.

Completing or Cancelling Jobs#

• When work is finished, add a final note summarising the resolution and set the status to Ready for Return or Completed as appropriate.
• If the customer declines further work, move the status to Cancelled and explain the reason. This prevents duplicate follow-up.
• For multi-day repairs, leave the order in In Progress and update the estimated completion date so dispatch can keep customers informed.

Mobile & Offline Tips#

• The interface supports barcode scanning for asset tags—use the floating scanner button on mobile to launch the camera.
• Weak connectivity? Notes and logs queue locally until the device regains a signal. Revisit the order to confirm the updates were synced.
• Enable background location sharing only if your organisation uses the optional travel-time tracking feature.

Quick Reference#

• Status transitions and customer notifications are documented in the Status & Communication Reference.
• For dispatch expectations and handoff quality, read the Dispatch Playbook.

Getting Help#

• Use the in-app support chat during business hours for quick questions about workflow or permissions.
• Contact your technician administrator to request new inventory items, update schedule availability, or reset credentials.
• Escalate platform issues such as missing data or downtime to the platform administrator listed in the operations handbook.