Managed technicians and non-managed techniciansLast updated on 01/04/2023

A managed technician is any technician generating revenue for the company. Managed technicians generally include:

• Service technicians

• Lead installers

• Installers that operate alone

• Comfort advisers

• Any subcontractors that would serve in a service technician capacity

• Anyone who would receive credit for selling or performing work

Managed technicians do not include hourly helpers. Read the full definition of a managed tech here.

Note the differences between what managed and non-managed technicians can do in the ServiceTitan Mobile app:

Note for Complete a Job: Only in specific situations can non-managed technicians complete jobs (and on $0 invoices only). For example, when you have the appropriate Non-Managed Technician timesheet that allows the technician to complete jobs. For more, see Completing jobs - FAQ.

• Converted estimates must be sold by a managed technician.

• When booking a new job, default services can be added. If default services have invoices greater than $0, you will need to assign a managed technician before you can assign non-managed technicians.

• When you book a job or schedule additional appointments on a job, you don’t have to immediately assign a technician. You can leave them unassigned until you’re ready.

When assigning technicians to jobs that generate revenue, you must have a managed technician assigned to an appointment prior to assigning a non-managed technician to that same appointment. This even includes jobs that are part of a project.

• On jobs with a $0 invoice, you may assign and dispatch non-managed technicians without having a managed technician assigned.

• To send a non-managed technician out before a managed technician, book a job in a project with a $0 invoice. Have the technician use Pause when they leave their appointment. They cannot mark their appointment as Done; that can be done by the office when a managed technician is assigned to that appointment.

• On a job with an invoice greater than $0, you cannot unassign a managed technician from an appointment if the only other assigned technician is non-managed.

When marking appointments as Done, ServiceTitan requires a managed-technician timesheet on almost every appointment, even if the job’s invoice is $0. There are some exemptions. They are:

• If a non-managed technician is assigned to an appointment without a managed technician, they can mark the appointment as Done as long as the job is part of a project, and a lead installer has worked on the project.

• If a helper is alone on a recall or warranty job, you can mark the appointment as Done as long as the original job, or the original job’s project, had a managed-technician who worked on it.

When marking a job as complete, ServiceTitan requires a managed-technician timesheet on almost every appointment part of that job, even if the job’s invoice is $0. There are some exceptions for jobs that are part of a project, recalls, and warranties. They are:

• A non-managed technician can complete a job with a $0 invoice as long as a managed technician has already arrived on any install job on the project. For this purpose, an install job is any job on the project that doesn’t have an estimate sold.

• A non-managed technician can complete a recall or warranty job, if the original job, or the original job’s project, has a managed-technician who worked on the job.

Example Scenarios

Note: When you convert a non-managed technician to a managed technician, they will then start to be factored into your billing with managed technician pricing.

• Visit ServiceTitan Academy to enroll in Dispatching Basics

• See Jobs and Projects