An SLA is a route and a parts van, not a traffic-light
Field service software earns its keep between the first notification and the signed close-out.
Daniel Jiménez
Founder · Electrical engineer · · 4 min read
In this note
Dispatchers do not need another map. They need a queue that already knows skills, van stock, contract windows, and which job will breach if the first available technician takes the chiller alarm first.
First-time fix is logistics
First-time fix is mostly inventory honesty plus a procedure the technician can complete on a phone.
A traffic-light on a dashboard cannot carry a compressor clutch across town. The system has to know what is on the van, what the contract actually promises, and how long the site window really is. Colour without that data is theatre for the weekly review.
- Assign on skill, parts, and window — not on who is nearest on the map.
- Show the technician the procedure and the site notes before they leave the yard.
- Close on the phone: labour, parts, signature. The office should not retype the job.
