Overview
Understand the differences between managed and non-managed technicians to manage jobs better.
Note: This guide applies to those using ServiceTitan's Managed Technician pricing model.
Who uses this feature
Administrators, CSRs, and dispatchers
Applies to all business types
Applies to all trades
Feature configuration
The Edit Employee permission is required to edit technician profiles. Please contact the account administrator on your team.
Things to know
A managed technician is any technician working on delivering services that generate revenue for the company. Managed technicians generally include:
Service technicians
Lead installers
Installers who operate alone
Comfort advisers
Subcontractors who serve in a service or installation technician capacity or who perform ancillary trades
Anyone who would receive credit for selling or performing work
Managed technicians may not include helpers, apprentices, or parts runners. Read the full definition of a managed tech here. (ServiceTitan authentication required.)
You can only edit permissions for managed technicians. You can't edit permissions for non-managed technicians. For more on permissions, see Explanation of ServiceTitan Mobile technician permissions in ServiceTitan.
Mark a technician as Managed
When you convert a non-managed technician to a managed technician, they'll start being factored into your billing with managed technician pricing. For pricing-related questions, please contact your success or implementation manager.
To mark a technician as Managed:
Go to the navigation bar and click Settings
.In the side panel, go to People > Technicians.
Find the technician profile you want to modify and click Edit
.On the Profile tab, go to the License Type section and click Change.
On the Edit License Type screen that opens, select Managed Technician.
When finished, click Save.
Note: If needed, you can also mark a managed technician as Non-Managed by following the same steps and selecting Non-Managed Technician in Step 5.
Compare abilities in ServiceTitan Mobile
See the table below for the differences between what managed and non-managed technicians can do in ServiceTitan Mobile.
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 |
Create manual invoices | x | |
Add tasks to invoices and estimates | x | |
Convert estimates | x | |
Accept payments |
| x |
Have splits > 0% on invoices | x (on $0 invoices only) | x |
Collect signatures | x | x |
Complete a job |
| x |
Note for Complete a Job: Only in specific situations can non-managed technicians complete jobs. This is because a valid managed technician timesheet is needed on almost every appointment. For example, when you have the appropriate non-managed technician timesheet on $0 invoices, that allows the technician to complete jobs. For more, see Jobs and Projects - FAQ.
Booking jobs
When booking jobs or adding appointments to jobs:
Converted estimates must be sold by a managed technician or office employee.
Default services can be added based on the job type. If default services have a value greater than $0, you must assign a managed technician before you can assign non-managed technicians.
You don't need to assign a technician immediately. You can leave the job 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 the appointment before assigning a non-managed technician to that same appointment. This includes jobs that are part of a project.
On jobs with a $0 invoice, you can assign and dispatch non-managed technicians without having a managed technician assigned as long as the job is part of a project that already contains a paid job with a valid managed technician timesheet.
To send a non-managed technician out before a managed technician, book a job in a project with a $0 invoice. Have the non-managed technician pause the appointment when they leave. After a managed technician starts working on another paid job in the project, the non-managed technician will then be able to mark their appointment as Done, or you can do this from the office. When a managed technician is assigned to and performs work for that appointment, they can also mark the appointment as Done.
On a job with an invoice greater than $0, you can't unassign a managed technician from an appointment if the only other assigned technician is non-managed. All appointments within a paid job must have a valid managed technician working on them.
Marking appointments 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. Exceptions include:
If a non-managed technician is assigned to work on 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 with a managed technician or managed installer license 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.
For more, see Close out appointments in ServiceTitan Mobile.
Completing jobs
In most cases, ServiceTitan requires at least one valid, active managed technician to perform work on a job and generate a timesheet before it can be marked as complete. This applies to all appointments within 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 valid 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.
For more, see Complete a job with ServiceTitan Mobile.
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 working on every open appointment for the job. | You can either convert the non-managed technician to a managed technician, or assign a managed technician to work 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 working on every appointment. | You can either convert the non-managed technician to a managed technician, or assign a managed technician to work 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 working 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 $0 job with the non-managed technician is tied to a project with a managed technician assigned and working on it, 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.
FAQ
If a technician does not have a mobile number, should I enter an office number instead?
For technicians, we don't ask for an office number as the number is used for sending notifications. Since most technicians are out on the field, we ask for a mobile number so you can reach them when they're out on a job. If a technician does not have a mobile number, you can enter their email instead.
What's a managed technician?
A managed technician is any technician generating revenue for the company. This means technicians who are out in the field taking jobs, managing estimates and invoices, and receiving credit for selling or performing work. Note that any technician whose only company position is "Helper" is not considered a managed technician. Technicians labeled "Helper" have limited permissions and access in ServiceTitan Mobile, and cannot be sent out to any job without a managed technician.
To learn more, see Managed technicians and non-managed technicians.
What's the difference between a managed technician and non-managed technician?
Both managed and non-managed technicians can access ServiceTitan Mobile to dispatch themselves to jobs and note arrivals, clock in and out, access forms, and create purchase orders. But only managed technicians can do things that ultimately impact your bottom line, such as adding tasks to invoices, converting estimates, and taking payment. All jobs in ServiceTitan require at least one managed technician to be assigned with a timesheet entry.
For more on the differences, see Managed technicians and non-managed technicians.
Why doesn't the number of managed tech licenses match with the number I purchased?
This may be due to the set number of managed technicians you agreed to in your Customer Success Agreement. When you create technician profiles in ServiceTitan, all technicians are considered a "managed technician" unless you assign them a Helper company position. Helpers are not managed technicians. All jobs require that you have at least one managed technician to assign to a job. If you signed up for the minimum access level of three (3) managed technicians, you will be billed for the three (3) managed technicians even if you have added fewer than three technicians.
Caution: 1) If you signed up for more managed technicians in your Customer Success Agreement (CSA) than what you entered into the setup guide, please contact your ServiceTitan Account Executive to adjust your CSA. Otherwise, ServiceTitan will bill you for the total number of managed technicians in your CSA. 2) If you entered more managed technicians than what you originally signed up for in your CSA, it's not a problem. Just be sure to review the information for each managed technician; ServiceTitan will bill you for the total number of managed technicians you have entered.
Want to learn more?
Visit ServiceTitan Academy and enroll in Dispatching Basics