Field Service Technician Productivity: Metrics That Actually Matter
Beyond jobs per day: utilization, sold hours, first-time fix, and safe driving proxies—metrics that align crews and leadership.
Productivity metrics should reward quality and revenue—not only speed. Poorly chosen KPIs increase callbacks, safety risk, and technician turnover.
Leading indicators
- Billable or sold hours per paid hour
- First-time fix rate or thirty-day callback rate
- Average jobs per tech per week vs. plan (seasonally adjusted)
Lagging indicators
- Revenue per truck per month
- Gross margin per tech or crew
- Voluntary turnover and exit interview themes
How software helps
Consistent job packets, parts visibility, and mobile quoting reduce non-productive time. Dispatch fairness—transparent assignment rules—protect culture while improving throughput.
Keep reading
What Is Dispatch Software? Definition, Features, and Who Needs It
How dispatch platforms coordinate technicians, customers, and the back office—and the signals that indicate you have outgrown whiteboards and group chats.
Route Optimization for Service Teams: Realistic Expectations and Setup
What route optimization can and cannot solve in home services, and how to pair algorithms with dispatcher judgment and SLAs.
What Is Field Service Management (FSM)? A Plain-English Guide
Definitions, core workflows, and how FSM differs from a calendar app or generic CRM—so you can evaluate tools and team readiness with confidence.
Run your crew on FieldNexus
Dispatch, mobile work orders, and invoicing in one place.