Set up sales user profiles for Roofing

Overview

Set up technician profiles for your roofing field team to ensure they have the right access to ServiceTitan. Roofing sales reps and installers should be configured as Technicians, giving them Mobile App access to build estimates, present proposals, and manage jobs onsite—so they can handle daily tasks efficiently from the field.

Things to know

• A single user can have both an Employee and Technician profile if their responsibilities span office and field work. For example, a field manager might review jobs in the office and also perform work in the field. If this is the case, we recommend using Plus Addressing in their email address for the additional user.

• When creating users, you must assign them a role. Roles determine default permissions. Default role permissions apply, but you can adjust permissions for individual users if needed.

Understand the difference between Employees and Technicians

Before creating user profiles, understand how ServiceTitan distinguishes between these two user types.

Employees

• Team members such as CSRs, admins, and production crew

• Primarily work in the office

• Use the ServiceTitan desktop platform

• Access features such as Projects, Settings, Reports, Purchase Orders and Call Booking

Technicians

• Field-facing roles such as salespeople, field managers, and installers

• Work in the field

• Use the ServiceTitan mobile app or Field Mobile App (FMA)

• Access features such as job details, estimates, forms, and customer information on mobile devices

Dual Profiles

A single user can have both profiles if needed. For example, a field manager might:

• Use the Employee profile to review jobs and run reports in the office

• Use the Technician profile to perform fieldwork and access the mobile app or FMA

Create a technician profile

Before getting started, make sure you have all the employee's information ready, including contact details and role.

Note: You can create technician profiles for both your installers and subcontractors the same way. Just ensure you adjust the roles as needed.

1. Go to the top toolbar and click Settings .

2. In the side panel, go to People > Technicians.

3. On the Technicians screen, click Add. 

Add basic information

On the Basic Info section of the technician profile:

1. In the Technician Name field, enter the employee's first and last name.

2. In the Company Position field, select their position at your company. Common roofing positions include:        

   1. Salesperson

   2. Installer

   3. Crew Lead

   4. Field Manager

   5. Foreman

3. In the License Type field, set the license type:        

   1. Managed technician: A user who uses the ServiceTitan mobile app or FMA and whose schedule is actively managed.

   2. Non-managed technician: Laborers and installers can be added as non-managed technicians if needed, but unless they are hourly employees, this is typically not necessary.

4. In the Role field, select their role to set their default permissions. Common technician roles for roofing include:        

   1. Salesperson

   2. Installer

   3. Field Manager

   4. Technician (general role)

5. In the Skills field, add their skills to help assign them to the right jobs. Common roofing skills include:        

   1. Shingles

   2. Metal Roofing

   3. Flat Roofing

   4. Gutters

   5. Steep Slope

6. In the Business Unit field, select a business unit. Common roofing business units include:        

   1. Sales

   2. Install

   3. Service

   4. Warranty

7. Click Photo to upload a picture of the technician.        

   Note: Photos are shared with homeowners so they know who to expect. Use a professional, friendly photo.

8. (Optional) Click Color to select the technician's color to help organize the dispatch board.

9. In the Biography field, write a bio.        

   Note: Bios are shared with homeowners in automated communications. Include experience level and specialties. For example: John has 15 years of roofing experience and specializes in steep-slope installations and insurance restoration work.

        

10. To enable multi-factor authentication for this user, toggle on Enable Multi-Factor Authentication. Otherwise, leave it disabled. For more, see Multi-Factor Authentication (MFA) Enforcement for Administrators.

Add contact information

1. In the Mobile Phone field, enter their mobile phone number. This must be unique.

2. In the Email field, enter their email address. This must be unique.

Enable Mobile Access

1. Turn on the Enable Mobile Access toggle.        

   Note: This is required for technicians to access the ServiceTitan mobile app or FMA.

2. In the Upcoming appointments visible field, set how many upcoming appointments the employee can see. Common settings for roofing businesses:    

   1. Salespeople: 14-30 days

   2. Installers: 7-14 days

3. In the Appointment History Visibility field, choose how far back they can view completed jobs. This is required.

4. In the New Account Status field, choose how to complete the account setup:        

   1. Create an account later: Skip account creation for now

   2. Send invitation via email: Send an invitation to the email address for them to create their own account

   3. Create a username and password: Create the account yourself with login credentials which you can then share with them in person.

Add dispatching details

1. In the Team field, select the employee's team for reporting and scheduling. Common roofing teams include:        

   1. Sales Team

   2. Install Crew

   3. Gutter Crew

   4. Service Team

2. (Optional) If using zones, select the Main Zone for work.

3. (Optional) Click All Zones to select all zones where the technician can work.

4. (Optional) In the Memo field, enter any extra information for the scheduling team.

5. In the Truck field, select the truck assigned to the salesperson. This is required.        

   Tip: You can assign all your technicians to the same default truck.

        

Add home address

1. In the Street field, enter the street address.

2. In the City field, enter the city.

3. In the State field, select the state.

4. In the Zip Code field, enter the zip code.

5. In the Country field, select the country.

6. After entering the details, click Verify Address to validate it.        

   Note: Validating addresses ensures accurate routing and dispatching.

7. When finished, click Save to create the profile.

Note: Default role permissions apply, but you can adjust permissions for individual users if needed by clicking the Permissions tab.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Roofing Settings Overview

• See Essential settings overview for Roofing