TradeWeave · ServiceTitan Role Workflows

Technician

Where the platform earns or loses its value in the field. Every tap on the mobile app feeds job costing, equipment history, replacement-opportunity marketing, and payroll at once — two taps in particular carry outsized weight: Arrive and Working.

Field Mobile App Equipment tab Forms tab Invoice / Work Summary + Field Pro

Two taps carry outsized weight in this role: Arrive (starts GPS tracking and job costing) and Working (starts labor cost accumulation and drive-time analysis). Skip either and jump straight to Complete, and that data isn't delayed — it's gone. Everything else in the workflow (findings, equipment updates, forms, payment) builds on top of those two signals being present.

Day in the life

The five-stage flow

From pre-arrival prep through diagnosis, completing the work, and the handoff that closes the job out.

1

Prepare before you go

Job details screenField Pro Briefs
  • Review job type, business unit, special instructions, past jobs, installed equipment, service-agreement scope, pinned notes/tags, gate codes, and safety warnings before arriving.
  • Field Pro: Pre-Job Briefs generate an AI summary of customer history, sentiment, and equipment age ahead of the visit.
  • Confirm dispatch/arrival tracking is actually enabled on the account — otherwise the customer never gets the "On My Way" text or live map link.
2

Check in and document the site

Arrive buttonFormsPhotos
  • Tap Arrive at the job site (auto-triggers via GPS within ~125m, or manually). Updates the Dispatch Board live, starts high-frequency GPS tracking, begins payroll labor accumulation.
  • Complete any auto-triggered safety checklist/JHA forms before starting work.
  • Upload before photos — for commercial/project work these are a legal baseline against liability claims later.
  • Walk the site to confirm it's ready; if not, note it and call dispatch rather than force the visit.
3

Diagnose and document findings

Equipment tabEquipment Findings
  • Scan equipment nameplates (Equipment tab > Scan icon) for instant lookup — for commercial agreements, always scan on arrival to verify it's the contracted unit.
  • Always enter the install date on new equipment — without it, ServiceTitan can't track replacement opportunities or age at all.
  • Record Equipment Findings before leaving the site and convert them to estimates — this is the literal revenue chain from diagnosis to sale.
  • Annotate photos (circle problem areas, label, arrow) to build customer trust and give the office clean evidence for the estimate.
Silent automation break Equipment age is calculated from the Installed On date, not warranty start. Get this wrong and every age-based marketing automation for that unit is wrong too.
4

Complete the work

Invoice / Work SummaryTasks tab
  • Every required form blocks job completion until submitted — no finishing or collecting payment with one outstanding.
  • Log parts from truck stock via Add Items > Materials — the app lets you add an item even at zero truck quantity, which triggers replenishment and drops inventory negative.
  • Replacing equipment: mark the old unit Replaced, never delete it — deletion wipes its service history.
  • Never complete a job while other technicians or appointments are still active on it — Complete cancels every remaining appointment. Use "Mark myself as done" instead.
Data-loss trap Tap "Working," not just "Arrive." Going straight from Arrive to Complete loses all job costing and drive-time data for that job — permanently, not just delayed.
5

Close out and hand off

Close Out flowSignature
  • Present or email the invoice, then collect payment before closing — an uncollected balance becomes follow-up work and delays cash flow.
  • Collect the customer's signature (on-device or e-sign link) — saved to the job record for office visibility.
  • Close Out requires: forms complete, equipment details entered, payment collected, signatures collected, at least one technician with a timesheet entry.
Once it's batched, it's locked After the office batches the invoice, it locks. Anything wrong needs to be caught before that batch posts.

Reference

Pitfalls & performance

Common pitfalls

SymptomFix
Job costing / drive-time missingAlways tap Working before starting
Replacement automation never firesAlways set install date on new equipment
Age-based marketing looks wrongConfirm it's driven by Installed On date
Truck shows a part not physically thereVerify stock; app allows zero-qty adds
Equipment history disappearedAlways use Mark as Replaced, never delete
Other tech locked out of shared jobUse "Mark myself as done," not Complete

KPIs to watch

MetricWhere
Replacement opportunities identifiedTechnician Scorecards > Lead Generation
Form completion rateReports > Form Submissions
Average invoice per jobReports > Job Costing
Equipment records updated per visitReports > Equipment
Timesheet accuracyLate Clock Out / Idle Time reports

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