Workforce and technician management in the Service ERP.
Manage your technicians, their skills, certifications, service territories and vehicle assignments from one connected system. Keep workforce information linked to service scheduling, inventory and job records, helping your team assign the right technicians to the right jobs and make better use of available resources.
Why this domain exists
Managing a field service team involves more than simply knowing which technicians are available. You also need to understand their skills, qualifications, service areas and the equipment or parts they have access to.
When workforce information is managed separately from service scheduling and inventory, assigning jobs can become unnecessarily complicated. Your dispatch team may need to check multiple systems or contact technicians directly to confirm whether they have the right qualifications, are working in the correct area or have the parts needed to complete a job.
This can lead to scheduling delays, unnecessary travel and missed opportunities to improve technician productivity.
Nucleus connects workforce management to service dispatch, inventory and technician records. Your team can access the information needed to make informed scheduling decisions, helping ensure jobs are assigned to technicians with the appropriate skills and resources.
It also helps you keep track of technician activity and working time, providing useful information for understanding productivity, resource allocation and service costs.
Important functionality
MP19 brings together the information needed to manage your field service workforce, helping your teams maintain accurate technician records and make informed scheduling decisions.
- PeopleMaintain individual technician and employee records, keeping the relevant workforce information available for service scheduling and operational management.
- Skills and certificationsRecord technician skills, qualifications and certifications, helping your dispatch team identify suitable technicians for different types of service work.
- TerritoriesManage technician service areas and geographical assignments, helping your team allocate jobs based on location and available resources.
- Van assignmentsConnect technicians to their assigned service vehicles and van stock, helping your team understand which parts and equipment are available to support their jobs.
A week in the life of the technician
Your dispatch team reviews upcoming service jobs alongside technician availability, skills and service territories, helping them plan the workload for the week.
A new service request comes in. Your team can identify technicians with the appropriate skills and qualifications, taking their location and existing workload into account.
The technician’s assigned vehicle and available van stock are connected to their records, helping your team check whether the parts needed for a service visit are available.
As jobs are completed, technician time and service activity are recorded, providing information that can be used to review productivity, utilisation and service costs.
What has to be true on the same record
Your technician records, skills, certifications, service territories, job assignments, van stock and user permissions all need to be connected.
With Nucleus, workforce information stays linked to the service activities and resources it supports, helping your dispatch team make informed decisions, manage technician workloads and maintain accurate records of field service operations.
Works with
Use technician skills, territories and workforce information to support service scheduling and job allocation, helping your dispatch team assign work effectively.
Connect technicians to their assigned van stock, helping your team keep track of the parts and equipment available for field service jobs.
Manage user access and permissions, helping ensure employees can access the information and functionality relevant to their responsibilities.
Use technician activity and service information to review workforce utilisation, productivity and the costs associated with delivering service.
From the business
"A pleasure to engage with, on every level of their business. They provide strong, dependable solutions with a dynamic team that's always willing to help. It's good to know you are expanding your range of services. Highly recommended."
Lionel Munsami, BI & Systems Manager — Marshall Security
Frequently asked questions
What technician information does Nucleus keep?
Nucleus keeps technician and employee records with their skills, qualifications, certifications, service territories and van assignments.
How does this help with dispatch?
Your dispatch team can see which technicians have the right skills, work in the right area and carry the right parts, so jobs go to the most suitable person.
Does Nucleus record technician working time?
Yes. Technician time and service activity are recorded as jobs are completed, giving you information to review productivity, utilisation and service costs.