Dispatch Workflow (Tech View)

Purpose

How service technicians interact with the dispatch system throughout their day — receiving assignments, updating status, and communicating with dispatch.

When to Use

Throughout every workday, from clocking in to clocking out.

Procedure

Start of Shift

Open ServiceTitan and check your assigned jobs for the day.

Review each job: customer name, address, job type, description, and any special notes.

Check your truck stock against expected job needs. If you need parts, communicate with dispatch before rolling.

Your first job of the day should appear at the top of your schedule. Confirm you see it.

Receiving a Dispatch

When dispatch assigns you a new job, you'll get a notification in ServiceTitan.

Acknowledge the assignment promptly.

Read the full job details before heading out.

If you have questions about the job, contact dispatch via Slack or phone.

Status Updates (Critical)

Update your status in ServiceTitan at each stage — dispatch uses these to manage the board:

En Route: When you leave for the customer's location.

Arrived: When you arrive on-site. This timestamps your arrival.

Working: When you begin active work (diagnosis, repair, etc.).

Completed: When the job is finished and payment is collected.

On Hold: If you need to leave and return (parts run, etc.) — notify dispatch.

Communication with Dispatch

• If you're running late, call or Slack dispatch immediately — they'll notify the customer.
• If a job takes longer than expected, update dispatch so they can adjust downstream appointments.
• If you complete a job early, notify dispatch — they may have a fill-in job.
• If you need a specific part you don't have, contact dispatch to arrange pickup or delivery.

End of Shift

Confirm all jobs are closed in ServiceTitan.

Submit your timesheet with hours and job-level time allocation.

Report any truck stock needs for restocking.

Note any vehicle issues for Fleet Management.

Important Notes

• Consistent status updates keep the whole operation running. A "black hole" tech with no updates causes panic.
• Dispatch can only help you if they know where you are and what you need.
• Be responsive to dispatch communications — they're balancing the whole board.
• If you disagree with an assignment, voice it professionally. Don't just ignore it.

Related SOPs

• Dispatch Board Management — the dispatcher's perspective
• Timesheet & Job Costing — time tracking
• Job Booking in ServiceTitan — job details