Technician Job Notes Done Right

Author: Brian Rhodes, Published on Aug 27, 2014

One of the most common complaints of senior integrators is poor job notes.

Service technicians, especially junior ones, routinely screw this up, compounding problems and increasing costs. 

Not only are these notes important for future reference, they also can be critical to customer relations as well.  In this note, we examine the 6 details every technicians's job notes should contain, and explain why collecting these details can separate your company from trunkslammers.  

*** ** *** **** ****** ********** ** ****** *********** ** poor *** *****.

******* ***********, ********** ****** ****, ********* ***** **** **, *********** problems *** ********** *****. 

*** **** *** ***** ***** ********* *** ****** *********, **** also *** ** ******** ** ******** ********* ** ****.  ** **** note, ** ******* *** * ******* ***** ***********'* *** ***** ****** contain, *** ******* *** ********** ***** ******* *** ******** **** company **** *************.  

[***************]

Why *** ***** *** *********

** * ***** *****, *********** *** ********** *** ******* *********. The ******* ********** **** ** ****-********* ************ **** ** **** methods ** ********** *** ******** ************ *** *********** ********. ***** are ** ***** ***** ****** ** **** ** ********** *** notes:

  • ****** ** ***********: * ****** ******* ** *** **** **** *** ********* firmly ********* **** / ***** / *** ******* **** *****.
  • ******* *******: ****** ** ******* ** **********, **** ***** ******* *** ************* *** names ** *** *********** ********* *** ****.
  • ******** ********** /******** ********: **********, *** ***** ****** *** ******** *************** *********** ** initial **** ********* ****** ** **. ****** **** ******** ***** project ********** *** ******* ************ **** ********** ****** ****** ****.

6 ******* ***** *** **** ****** *******

*** *********** ******** ******* * ********** *** *** **** ****** does *** **** ** ** *******, *** ****** ******* * few *** ******* **** ***** ****** **** ***** *** ********** leaves *** ***. ***** *** ***** ************ ** ***** ****** include:

  • Billable *******: Starting by reporting the time work started and work ended on a day, but also 'nonproductive' but billable details like travel time/ mileage and even per diem expenses should be recorded.
  • Customer's ***** ** *******: The specific name and time whomever received or escorted the security company's technician on site.
  • Scope ** ***********: What work was actually performed? While 'adjusted cameras' may be brief, it is not useful. However, specific details on which cameras were adjusted and a quick overview of which adjustment was performed is useful.
  • Parts / ********* ****: Accounting for all devices applied to a job on the day they were used ensures contractual items like warranty periods have a good start date, and inventories of even 'consumables' like short lengths of cable, sealant, and fasteners can be accounted in billing. 
  • Did Work ***** *********? *** ***?: The most valuable information that can be shared often details what the problem was actually discovered to be, versus what was initially reported. The work needed to fix the issues often varies greatly from the initial diagnosis, and sharing this feedback can be a critical benefit for enhancing assessment skills, uncovering other problems, and building effective communication among internal groups.
  • Is *** ********?: Finally, confirming whether or not the job is finished seems obvious, but should be overtly mentioned. If so, then confirming if the customer 'signed-off' permits closeout and invoicing to begin. If not, then planning the job return, what parts are needed to complete the effort, and what additional labor hours are required are logically introduced.

** ******* *** ********* *** ******** ** ****** ***** *** needed, **** ****** *** ******* ******** *** ***** ******** ** prioritize ******* ********* ** * ***** ******.

*********

*** ***** ****** ** ********* ***** ***. ***** *** ******* may ** ** **** ** ***** *** **** ***** ****** day, **** ******** ** ********* ***** ************ ** *****. ****** to ******** *********** ******* * **** ********* ** ** * Friday ********* **** ********** ****** ** ******, **********, ** ********** useful *** *****.

 
*** ***-**** ****** *** ******** ***** ****** ** ****** ******* minutes *** ***** ***** ***** ******, ** **** **** *** man-hour *** ****. ***** ** ******* **** ** $** *** hour *** * **********, **** **** ** ** * **** of ***** $*** *** ***** ********** ******* **** * ****.

Why ** ** ***** **?

********** *********** ** *** ***** ** ***** **** ** **** paperwork ** *****, ******* **** *** ** ** * ********. When ****** *** **** ** ******* (*******?) ******* ***** *** job **** **** **** ***** * *****, ********* *** ******** value ** *** *********** **** *** ******* ** ***. **** value ********:

  • ******* ********: ** * ******** ******** ******* ** ********* **** **** are ******** ******, ******** *** ***** *** ******* ***** ** confusion *** *****.
  • ******* *******: ** * *** ** ****** ** ******* ** *** equipment *******, ****** *******, *** ***** ********** ************, *** ***** are *** **** ********* ****** ** *********** ******* ** ***** who ******* **** ******* ***** **.  ********* *** '*** *******' are ***** ********* ** ******** *******, *** *** ***** ***** carry ****** **** ********** ******** ************. 
  • ******** *******: ***** ******* ********* *** ***** *** ** *** ******** notes, ***** ************* *** ***-***** *** ******* **** ** * pretense *** ***** ********. ********** *** ***** ********** *********, ******** reviews ** ****** *********** *** ******* ********* ** ***** ******* call ** *** ****** ** ****** ******** *******.

****** ** ***** **** ************** ** ********* ************* **** **, *** notes *** *** ***** ********* ****** ** ********* *** ******* ******. The ************ ** ********** ******* *** *** ** ******** ** the ****, *** ***** ******** ******* *** ***** ** **** ********** ******** *****.

Commercial ******* ********** *********

************, ****** ************* *** ****** ** ***-***** ************* ********** *******, whose **** ******* ** ********* ********** ** ************** **** ******** integrators. *** **** ******* ** ***** ********* ** ** ********* good ******* **** ******* ******* ***** ** ******* ****. ****** platforms *******:

**** ********* ***-***** **** ******* **** ***** ********* ******** ** ******** aspect ** *********** *** ****** **********. ** ** ********** *** not ******* **** *********** *** ******** *** ******* ** ********** job *****, **** *** **** ********** ** *** '** *** use' **** ** ********* ******* *** *** **** *******.

Anecdotal ****

** ** **********, *************** ** *********. ** ** **** ****** that **** * ******* ******* **** ***** **, *** ***** place * ************** ***** ** *** ******** *** *****. ******* is **** *********** **** ********* ***** **** **** ** **** vagueness ***** *****-** ***** *** **** *********.

*** *******, * *** **** ******* "***** ****** *" ** not ****** *** *************** *** **** **** * **** ** Camera * ** ********. *******, * **** ********** "****** #* was ******** *******. * ****** *** ******'* ** ** ***.***.*.*, and ** ******** *** ****. * **** ***** ****** *** PoE ******** *** ********** **** **** ****** ** ******" ** a **** ****** **** *** *** **** **** *************** * good ********* *** ******* ****.

** **** ***, ******** **** ** **** ****** ***** *** actually **** ***** **** *** ****.

**** ***** ***? ** *** **** *** ********* ***** **** or *** *** **** **** * *** **********?

Comments (7)

****** ******* ** ***** ******** *** **, ***, ******, ***** phones, **** *** ** **** **** *** ************ *********?

** *** ****; ** ***** ****. ***** *** *** ***** in *** ***** ** **** *** **** ** *** ****** do **. **** **** **** *** ****** *** *******, ***** can **** **** ****** ***** **** *** ***, ***** **** someone **** ** *** *** ****** ********* ** **** ** with **** ** ******** ** *** **** ** ** *** customer ****** ** ******* ****. *** **** *** *** ***** as **** *** *** *** ** *** ***** **** *** technical ******* ***** *** ******** ******* ***** **** ***** *****. We **** **** *** ** *** ***** ******* **** *** the ******** ** *** ******.

** ***** ** **** *** ** ** *** ******* *** see ***** ********* *** ****** *** **** ********, **** ***** of ************ ***** *** ****** ** *** *********. *** *******, I *** *** * ****** ** *** *** ********* *** have **** *** **** ***** ******* *** ** ******, **** I *** **** * ********** ***** ** *** ** **** advertising ***** *******.

***** **** ******* ** *** *** ** ******* **** ******?

********* *** '*** *******' *** ***** ********* ** ******** *******, but *** ***** ***** ***** ****** **** ********** ******** ************.

**** ***** *********.

********, ***** ** ** **** ** ******* ***********. ***** ** only ******** *** ********** ****** ** ***********.

* **** ** ***** **** *** ******* ** **** *******. Project ************ *** * ********* *** ******* ********* ** ******* the ********** **. **** ****** ***** *** ********* **** ** these *****. * **** **** **** ***** ********* *** **** use ** **** ****** ** ***. **** ***** **** ** quite *********** *** **** ** ****** *** **** *** ******** completed, *** ****, *** **** **** *** *********.

* ****** ** ******* ****** ******** *** ******** ********** ***** for ***** ********** ***** ** * **** *******, ****** ******* beyond *** ***** ** ****.


********* ******* ** ****** ****.

** *** ********** (********** ********* **** ********** ********** *** ******** remote). **** ****** ** ** **** **** ** *** ****** (track ********, ******* ********* ******* **** ***, ********* ********, *******, measuring **** *** ***** ******* ****** *** ****** (********* ****** hrs/cost)), ********** ******** **** *** ********** *******- ******** **** *** accountng *******- ** ****** ********, ********** ** *** ****'* ****** phones- **** *** **** ** *** *****, ***** *** ******* the *** ********* ** **** *** * ***** *** ****.

** *** ****** **** ***** ***** ******. *** **** *** the ******** ****** ** ***** ***** ***** ***- ** ***'* have *** **** **.

** *** ****/******** **** ******** ** *** ********** **********- ******** the ***, ********** ** * ********** ****, ******* ** ** a ***/****/**** **** ********* *********- **** **** ****** ******** ** the ***** ******** ** ***** ***** (*** ****** ********). **** means *** **** *** *** **** **** *** ****** ** over *** ***** ******, *** **** **** ** ******** ****, can ***** ** *** *** ******* *** *** *** *** details-who, *****, ****, *** ******, ***** ******* *** ******* ***.

** *** ** ********** *** **- ** ***** **** **** well. *** ********* ******.

* **** **** *** ** * ***** *** ******* ** our ******, ******* **** ***** ******** *** *** ******** ******, so *** ***** ****** *** *** ***'* ***** ****, ***** and **** ** * ******.

******** ****** **** * **** *** ********** ***- * ***'*, the ********** ******** ** *** ****** ******* ******** *********** ** have **** ** *** **** ********.

* *** ******** *** *** *******. ****** ****** ** **** notes ** *** ********** *** *** *********, **** ***** **** someone ** **** *-**** *** ***** ** *** ** **** compose * **** ****** ******.

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