Service Titan Knowledge Base

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

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)

Note: Non-managed technicians do not have access to the pricebook.

x

create manual invoices

x

add tasks to invoices and estimates

x

convert estimates

x

accept payments

Note: This is only true if the non-managed technician is assigned to a job with a managed technician or if they are assigned to a $0 invoice job on a project.

x

have splits > 0% on invoices

x (on $0 invoices only)

x

collect signatures

x

x

complete a job

Note: This is only true if the non-managed technician is assigned to a job with a managed technician or if they are assigned to a $0 invoice job on a project.

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. For more, see 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 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 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.


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 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

Scenario

Result

Solution

A job that is not part of a project or connected to any other job has a non-managed technician assigned. It has an estimate job type but has a $0 invoice and no estimates sold.

The non-managed technician can dispatch and arrive to the job, but cannot complete the job because there is not a managed technician on every open appointment for the job.

You can either convert the non-managed technician to a managed technician, or assign a managed technician on every open appointment for the job.

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 cannot mark their appointment as done and you cannot complete the job, because there is not a managed technician on every appointment.

You can either convert the non-managed technician to a managed technician, or assign a managed technician on every open appointment for the job.

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.

No action needed.

A job with a non-managed technician on it is tied to a project that has another job that was completed by a managed technician. The job with the non-managed technician is a $0 job.

Because the job with the non-managed technician is tied to a project with a managed technician assigned, you can complete the job.

No action needed.

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.


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.