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)

Anyone willing to share software aps PC, MAC, tablet, smart phones, they use to help with the documentaion suggested?

We use Zoho; it works well. Techs can add notes in the field or have our guys in the office do it. They have apps for iphone and android, techs can also take photos right from the app, every time someone else on the job messes something of ours up with like to document it and send it to the customer before we invoice them. Its nice for the techs as they can see all of the notes from all technical support calls and previous service right from their phone. We also have all of the parts numbers used for the customer in the system.

It makes it easy for us to run reports and see which customers are having the most problems, keep track of installation notes and market to our customers. For example, I can run a report of all our cusotmers who have Fire and Burg Bosch systems but no Access, then I can send a customized email to all of them advertising acess control.

Which ZOHO product do you use to achieve that result?

Anecdotes and 'war stories' are often dismissed as informal chatter, but job notes often carry weight when sharpening business intelligence.

This bears repeating.

Remember, there is no such as useless information. There is only creative and uncreative useage of information.

I have to agree with the premise of this article. Project deliverables are a challenge for smaller companies to realize the importance of. Work orders allow for capturing many of these notes. I have seen some small companies not make use of work orders at all. This would make it quite challenging for them to ensure the work was actually completed, the date, and what work was performed.

A review of various ticket tracking and business management tools for small businesses would be a good article, though perhaps beyond the scope of IPVM.


Excellent article as always IPVM.

We use Smarttrade (Smarttrade Essential with Accounting connection and Ultimate remote). This allows us to load jobs in the office (track progress, product inventory against that job, including costings, quoting, measuring what was quote against actual end result (including labour hrs/cost)), interfaces directly with our accounting package- invoices from our accountng package- no double handling, timesheets on our tech's mobile phones- they log live on the hours, parts etc against the job allocated to them and a whole lot more.

We can review each techs hours easily. Can also use the Ultimate remote to track where techs are- we don't have the need to.

We now book/allocate jobs directly to the smarttrade scheduling- creating the job, allocating to a particular tech, booking it to a day/date/time with allocated timeframe- with live update directly to the techs calendar on their phone (via Google Calendar). This means the tech can see what jobs are coming up over any given period, can look back at previous jobs, can click on the job booking and get all the details-who, where, what, job number, order numbers and details etc.

We run 12 techicians off it- it works very very well. Not expensive either.

I have just set up 4 large LCD screens in our office, showing each techs schedule for the upcoming period, so the whole office can see who's doing what, where and when at a glance.

Probably sounds like I work for Smarttrade etc- I don't, the Smarttrade software is the single biggest business improvement we have done in the last 24months.

I use Evernote app for Android. Really useful to take notes on the smartphone and set reminders, also share with someone or just e-mail the notes to you to help compose a more formal report.

Login to read this IPVM report.
Why do I need to log in?
IPVM conducts unique testing and research funded by member's payments enabling us to offer the most independent, accurate and in-depth information.

Related Reports on Integrators

Integrator Laptop Guide on Oct 16, 2018
This 18-page guide provides guidance and statistics about integrator laptop use. 150 integrators explained to IPVM in detail about their laptops,...
Security System Health Monitoring Usage Statistics 2018 on Oct 09, 2018
How well and quickly do integrators know if devices are offline or broken? New IPVM statistics show that typically no health monitoring is...
Network Cable Testing Guide on Oct 02, 2018
Proper cable installation is key to trouble-free surveillance systems. However, testing is often an afterthought, with problems only discovered...
Favorite Request-to-Exit (RTE) Manufacturers 2018 on Sep 19, 2018
Request To Exit devices like motion sensors and lock releasing push-buttons are a part of almost every access install, but who makes the equipment...
Favorite Intercom Manufacturers 2018 on Sep 14, 2018
Intercoms are certainly increasing in popularity, driven by the integration of video and IP networking. But who is the favorite? On the one side,...
Stanley Security Acquires 3xLogic, Kushner Becomes Product President on Sep 10, 2018
Stanley Security acquired 3xLogic a few months ago. However, the company has still not officially publicly announced it, leading many to wonder...
Dell Launches IoT for Surveillance on Sep 05, 2018
Historically, Dell has been a PC and server provider (e.g., "Dude, you're getting a Dell") and widely used for surveillance storage. However, in...
Sell Dahua or Hikvision At All, Banned From Selling to US Federal Government, Says US HASC on Aug 29, 2018
The US House Armed Services Committee (HASC) Communications Director has confirmed to IPVM that if a company sells Dahua or Hikvision at all, they...
France Political Scandal Reveals Video Surveillance Problems on Aug 22, 2018
In what French media describes as "the most damaging crisis yet for" French President Marcon, a political scandal has revealed major gaps in the...
ISS VMS / Video Analytics Company Profile on Aug 16, 2018
Who is ISS? In the past few months, they had one of the craziest ISC West promo items in years. Then, they hired industry veteran and ex-Dahua...

Most Recent Industry Reports

Startup SafePass Profile on Oct 19, 2018
A major problem with visitor management is that the systems mostly require adhesive printed paper labels and paper logs, creating waste and an...
China Is Not A Security Megatrend, Says SIA on Oct 19, 2018
The US Security Industry Association has released its 10 "Security Megatrends" for 2019. SIA declares that these megatrends, such as "Advanced...
Hanwha Dual Imager Dome Camera Tested (PNM-7000VD) on Oct 18, 2018
Hanwha has introduced their first dual-imager model, the PNM-7000VD, a twin 1080p model featuring independently positionable sensors and a snap-in...
Camera Height / Blind Spot Added to IPVM Camera Calculator on Oct 18, 2018
IPVM has added camera height and blind spot estimation to the Camera Calculator. This is especially helpful for those who need to mount cameras up...
Axis Strong US Growth, Flat EMEA - Q3 2018 Financials on Oct 18, 2018
This spring, Axis had its best financials in many years (see Axis Strong Q2 2018 Results). However, over the summer, Axis had many products sold...
Best Alternatives to Banned Dahua and Hikvision on Oct 17, 2018
With the US government ban and a growing number of users banning Dahua and Hikvision, one key question is what to use for low cost? While Dahua and...
Video Quality / Compression Tutorial on Oct 17, 2018
While CODECs, like H.264, H.265, and MJPEG, get a lot of attention, a camera's 'quality' or compression setting has a big impact on overall...
Knightscope Winning Investors, Struggling With Growth on Oct 16, 2018
While Knightscope's new financials show the company only winning 11 new customers in the past 12 months, the company continues to win new...
Integrator Laptop Guide on Oct 16, 2018
This 18-page guide provides guidance and statistics about integrator laptop use. 150 integrators explained to IPVM in detail about their laptops,...
Huawei Admits AI "Bubble" on Oct 16, 2018
A fascinating article from the Chinese government's Global Times: Huawei’s AI ambition to reshape industries. While the Global Times talks about...

The world's leading video surveillance information source, IPVM provides the best reporting, testing and training for 10,000+ members globally. Dedicated to independent and objective information, we uniquely refuse any and all advertisements, sponsorship and consulting from manufacturers.

About | FAQ | Contact