The Ultimate Glossary forField Service Management

Master the essential terminology of field service management. From API integration to zero downtime, explore comprehensive definitions, explanations, and industry insights.

A

API Integration

The process of connecting field service management software with other business systems through Application Programming Interfaces.

Asset Management

The systematic process of developing, operating, maintaining, and tracking physical assets throughout their lifecycle.

Augmented Reality (AR)

Technology that overlays digital information onto the real world, enhancing field technicians' ability to diagnose and repair equipment.

B

Break-Fix

A reactive service model where repairs are performed only after equipment fails or breaks down.

Business Intelligence (BI)

The use of data analytics and reporting tools to make informed decisions in field service operations.

C

Capacity Planning

The process of determining and allocating the optimal amount of resources needed to meet service demand.

Customer Portal

A self-service web interface where customers can request service, track repairs, view service history, and manage their accounts.

Customer Service

D

Digital Work Orders

Electronic documents that contain all information needed for service tasks, accessible via mobile devices.

Dispatch Management

The process of assigning and routing field technicians to service calls based on skills, location, and availability.

E

Emergency Response

The rapid deployment of field service resources to address critical equipment failures or safety issues.

Service Delivery

Equipment Lifecycle

The complete journey of equipment from installation through operation, maintenance, and eventual replacement.

Asset Management

F

Field Service Automation

The use of technology to streamline and automate field service processes, from scheduling to invoicing.

First-Time Fix Rate

The percentage of service calls resolved during the initial visit without requiring return trips.

G

GPS Tracking

Real-time location monitoring of field service vehicles and technicians to optimize routing and improve customer communication.

H

Help Desk

A centralized point of contact for customers to report issues, request service, and receive technical support.

Customer Service

I

Inventory Management

The process of tracking, controlling, and optimizing parts and materials used in field service operations.

IoT Integration

The connection of Internet of Things devices to field service systems for remote monitoring and predictive maintenance.

J

Job Costing

The process of tracking all expenses associated with a specific service job to determine profitability.

K

Key Performance Indicators (KPIs)

Measurable values that demonstrate how effectively field service organizations achieve their business objectives.

Knowledge Management

The systematic capture, organization, and sharing of technical information and expertise within field service organizations.

L

Lifecycle Management

The comprehensive approach to managing equipment from installation through retirement, optimizing performance and costs.

Asset Management

M

Maintenance Contract

A formal agreement outlining the scope, terms, and conditions for ongoing equipment maintenance and support services.

Mobile Workforce

Field service technicians equipped with mobile devices and applications to perform work outside traditional office settings.

N

Network Connectivity

The ability for field service technicians to access systems and data through cellular, WiFi, or satellite connections.

O

On-Demand Service

Field service delivered immediately or within a short timeframe based on customer requests without prior scheduling.

P

Parts Management

The process of procuring, storing, tracking, and distributing spare parts needed for field service operations.

Predictive Maintenance

Using data analysis and monitoring to predict equipment failures before they occur and schedule maintenance accordingly.

Maintenance Strategy

Q

Quality Assurance

Systematic processes to ensure field service delivery meets established standards and customer expectations.

R

Remote Diagnostics

The ability to troubleshoot and identify equipment issues without physically visiting the customer location.

Route Optimization

The process of determining the most efficient travel routes for field technicians to minimize time and costs.

S

Scheduling Optimization

The process of efficiently allocating technician time and resources to maximize productivity and meet service commitments.

Service Level Agreement (SLA)

A contract defining expected service standards, response times, and remedies for non-compliance.

T

Technician Utilization

The percentage of available work time that field technicians spend on productive, billable activities.

Total Cost of Ownership (TCO)

The complete cost of equipment including purchase, installation, operation, maintenance, and disposal.

U

Unified Communications

Integrated communication platforms enabling seamless interaction between field technicians, dispatch, and customers.

V

Vendor Management

The process of managing relationships with parts suppliers, subcontractors, and third-party service providers.

W

Work Order Management

The process of creating, assigning, tracking, and completing service requests throughout their lifecycle.

Workforce Management

The comprehensive approach to recruiting, training, scheduling, and managing field service technicians.

Y

Yield Management

The practice of optimizing revenue by adjusting service pricing based on demand, capacity, and other factors.

Z

Zero Downtime

The goal of maintaining continuous equipment operation through proactive maintenance and rapid response strategies.

Service Strategy

Showing 40 of 40 terms

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