Contractor guide
How to send the right tech to the right job
Callbacks often start before the technician arrives. If the job is assigned to the wrong skill level, the wrong route, or the wrong time window, the team is already behind. Better dispatch starts with better context.
Define job types and skill requirements
A no-cool diagnostic, panel swap, drain clearing, tune-up, and install estimate should not all be treated as the same dispatch decision. Tagging work by type helps the office see what kind of technician the job needs.
Use technician levels honestly
Apprentice, journeyman, lead, and foreman labels are useful only if they match the work. Keep the list practical so dispatchers trust it under pressure.
Balance skill fit with route fit
The closest technician is not always the right technician. The best assignment balances skill, urgency, time window, drive time, and customer expectation.
Steps to apply it
- List the top ten job types your company handles.
- Assign minimum skill or license level for each job type.
- Tag each technician with the work they can confidently handle.
- Review callbacks weekly and adjust dispatch rules.
Examples
- Send tune-ups to junior techs when the schedule allows.
- Reserve the lead installer for complex replacements and callbacks.
- Route emergency calls without destroying the entire afternoon schedule.