Outbound Technician

  • [アーティクル]

The outgoing technician typically works in the field to perform maintenance and installations as directed by the dispatcher. In smaller companies, the outgoing technician can also perform dispatching.

Main Work Tasks

To See

Take customer requests for service and turn the requests into Service Orders.

Receive Customer Inquiries and Requests for Service

Deliver service to customers, using the Service Tasks feature.

Provide Service

Create invoices and post them to your financial management system.

Finalize Service and Invoice
To See

Set up and customize service items and service groups. This includes establishing which skills a service requires and troubleshooting guidance.

Determine Service Offerings

Establish service hours and status types to add time predictability to your service management application.

Assign Service Work Hours and Levels

Set up tool to manage customer service representative and resource assignments based on availability, skill, and proximity.

Identify People and Resources

Set up contracts, customer templates, and a system for managing service quotes.

Develop and Establish Service Contracts

Create service contract quotes and convert a quote into service contract.

Monitor and Implement Contracts

Set up a system to give customers loaners as long as their items are under repair.

Set Up a Loaner Program

Set up and fine-tune pricing details on service items.

Set Service Pricing

Plan the delivery of service by using the Dispatch Board

Plan and Allocate Service Orders

Set up resources in a group and allocate them to a service order depending on availability.

Prepare for Service

Create sales invoices, post receipts, and apply receipts to invoices.

Collect Payment for Products and Services

Define items and their process structure.

Design and Engineering

See Also

Concepts

Roles

Other Resources

Business Process Walkthroughs
Working with Microsoft Dynamics NAV