Work Order Management Roles and Responsibilities

Service Modules > Work Order Management > Work Order Management Roles and Responsibilities

Work Order Management Roles and Responsibilities

The following table describes the roles involved in the Work Order management process:

Roles	Responsibilities	Related topics
Call Center Agent	Acts as the first point of contact for customers. Collects customer information, understands reported issues or service needs, and creates the initial Service Request or Work Order in the system.	• Service Request • Creating a Case • Creating a Work Order
Customer Service Representative (CSR)	Converts Service Requests or Cases into Field Service Work Orders (manually or automatically). Prepares work order estimates, including parts, labour, and expenses, and submits quotations to customers for approval.	• Creating a Work Order from a Case • Creating a Work Order from a Service Request • Creating Work Order Estimates • Creating Quotations from a Work Order
Service Manager	Oversees service delivery governance and entitlement validation. Performs manual (interactive) entitlement checks when automatic entitlement is not configured, ensuring correct service contract or warranty coverage.	• Entitlement Management • Contracts, Warranties, and Entitlements • Performing Interactive Entitlement
Dispatcher	Assigns or dispatches work orders to the appropriate technicians based on skills, availability, location, and priority. Ensures efficient scheduling and optimal resource utilization.	• Dispatch Console • Dispatching a Work Order • Assigning Multiple Assignments to Technicians
Planner	Creates shipment orders based on approved parts requests. Coordinates logistics to ensure required parts are shipped from inventory, warehouses, or suppliers to the work order location on time.	• Parts Request • Shipment Order • Creating Shipment Orders from a Work Order • Creating a Shipment Order from a Parts Request • Adding Products to a Shipment Order
Service Engineer	Executes and manages service activities in the field or remotely. Responsibilities include requesting and receiving parts, managing and updating service products, recording actual usage, managing SLA clocks, viewing Installed Base (IB) details, and closing work orders with root cause and resolution details.	• Work Order Management for End Users • Remote Service Engineer • Processing Receipts in a Work Order • Investigation and Root Cause • Closing a Work Order • Installed Base Management
Technician	Performs on-site execution of assigned Work Orders, Work Plans, and Service Tasks. Follows work instructions, records parts consumption, labour hours, expenses, updates SLA related activities, and supports service engineers in completing work orders.	• Work Order Management for End Users • Adding Work Details to a Work Order • Work Order Tasks • Adding Labor for a Work Plan • Work Order Completion
Implementation Engineer	Supports service execution during implementation or rollout phases. Performs entitlement checks, creates estimates, defines work plans, and collaborates with service engineers and technicians for structured task execution.	• Performing Interactive Entitlement • Creating Work Order Estimates • Configuring Work Plan Coverage for Work Orders • Work Plans and Task Management for Implementers
Customer	Provides service requirements and access to the service location. Reviews and approves quotations, validates service completion, and provides confirmation by signing the service report.	NA

Was this helpful?