Authorization Requirements by Dollar Amount

Purpose

Defines the approval thresholds that determine when a service technician can authorize work independently vs. when manager approval is needed.

When to Use

Before presenting any estimate to a customer — verify your authorization level covers the proposed amount.

Procedure

Authorization Levels

Tech Authorized (No approval needed)

• Jobs under $5,000: Tech can present, close, and execute without calling a manager.
• Standard flat rate items from the pricing book.
• Routine repairs, replacements, and service tasks.

Manager Review Required

• $5,000 - $15,000: Call or Slack your manager/lead tech for verbal approval before presenting to the customer. Quick review to confirm scope and pricing are appropriate.
• Non-standard work: Custom quotes, work outside the flat rate book, or unusual situations — manager approval regardless of dollar amount.
• Discounts or price adjustments: Any deviation from flat rate pricing requires manager approval (see Price Adjustments & Manager Approval).

Josh / Owner Approval Required

• Over $15,000: Must be approved by Josh or designated manager before presenting.
• Large scope changes during a job: If you discover issues that significantly increase the cost, get approval before presenting the revised estimate.

How to Get Approval

Call or Slack message your manager with: job address, customer name, scope of work, and proposed price.

Wait for explicit approval before presenting to the customer.

If you can't reach a manager, do NOT present the estimate. Tell the customer: "I want to make sure I'm giving you the best possible options. Let me verify one thing and I'll get back to you shortly."

Log the approval in ServiceTitan job notes.

Emergency Exception

• If a customer has an active emergency (gas leak, flooding) and you can't reach a manager, you're authorized to perform the minimum work necessary to make the situation safe. Get retroactive approval as soon as possible.

Important Notes

• These thresholds exist to protect the customer and the company.
• Going over your authorization level without approval is a serious issue.
• When in doubt, call. It takes 2 minutes and prevents problems.
• Authorization levels may change — check with your manager if you're unsure of current thresholds.

Related SOPs

• Estimate Creation & Approval — building estimates
• Price Adjustments & Manager Approval — discount approvals
• Flat Rate Book Usage & Updates — standard pricing