Service Titan Knowledge Base

Managed technicians and non-managed techniciansLast updated on 03/22/2022

Understand the differences between managed and non-managed technicians so that you can better manage jobs.


What you need to know about managed technicians

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.


Access in the ServiceTitan Mobile app

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

Ability
Non-Managed Technician
Managed Technician

access the ServiceTitan Mobile app

x

x

dispatch self to job

x

x

arrive self to job

x

x

clock in and clock out

x

x

access and complete forms

x

x

create purchase orders (POs)

x

x

create manual invoices

x

add tasks to invoices and estimates

x

convert estimates

x

accept payments

x

x

have splits > 0% on invoices

x (on $0 invoices only)

x

collect signatures

x

x

complete a job

x

x

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. Completing jobs - FAQ.


Booking a job

  • 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 assigned 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.


Assigning and dispatching technicians

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 will not be able to mark their appointment as done, that will have to 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.


Non-managed technicians marking an appointment as done

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.


Completing a job

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 exemptions for jobs that are part of a project, recalls, and warranties. They are:

  • A non-managed technician will be able to 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

Scenario

Result

A job with three appointments that is not part of a project has a non-managed technician dispatched to one of the appointments.

The non-managed technician will not be able to mark their appointment as done and you will not be able to complete the job, since there is not a managed technician on every appointment.

A job with two appointments that is not part of a project has a $0 invoice and has one managed technician dispatched and one non-managed technician dispatched.

The non-managed technician can mark this appointment as done because there is a managed technician on the appointment with them.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.