Service Management
PART III: Scheduling, Field Work & Billing
Session 7: Scheduling & Dispatch
Course Code: SVC-07
Goal: Plan, allocate, and optimize service activities using CUBE’s scheduling tools, based on technician roles, service types, and preventive maintenance scopes.
Session Overview
Duration: 1 Hour
Format: Instructor-led (via Microsoft Teams or in-person)
Level: Intermediate (Ideal for dispatchers, service coordinators, and ops leads)
Resources Provided:
- Dispatch Planning Template
- Technician Role Matrix
- PM Scope vs. Labor Planner
- Calendar & Color Key Legend
- Sample Service Schedule File
Learning Objectives
By the end of this session, participants will be able to:
- Build a full-year work order calendar based on PM schedules and service contracts
- Assign tasks to technicians based on their roles, certifications, and availability
- Differentiate between remote and on-site tasks and apply best-fit scheduling logic
- Use estimated hours and scope data to balance technician workloads
- Auto-allocate remote service work to maximize efficiency and minimize travel time
- Generate a multi-site service schedule for real-world operational planning
Session Agenda
7.1 Creating a Full-Year Service Work Order Calendar
- Navigating the calendar interface in the Service Module
- Reviewing PM contracts to generate recurring service events
- Blocking time by quarter, month, or week
- Importing PM scope and timeline templates
- Color-coding by service type, urgency, or technician
7.2 Assigning Tasks Based on Technician Roles and Availability
- Defining technician capabilities (HVAC, security, fire, IT, generalist)
- Viewing workload and time-off schedules
- Drag-and-drop task allocation
- Handling overlapping events, double-bookings, and reschedules
- Assigning backup or standby technicians
7.3 Differentiating Remote vs. On-Site Services
- Marking service types:
- Remote inspections
- Firmware updates
- On-site troubleshooting or PM visits
- Scheduling remote work in batch windows for minimal disruption
- Coordinating site access and contact details for in-person tasks
- Leveraging hybrid service strategies
7.4 Using Estimated Hours and PM Scopes to Fill Technician Schedules
- Viewing labor estimates per task, system, and technician type
- Allocating work based on effort, not just availability
- Identifying overloads and balancing workloads across the week/month
- Aligning labor allocation with PM scope complexity
7.5 Auto-Allocating Remote Work for Efficiency
- Activating CUBE’s smart allocation engine (if available)
- Allowing the system to auto-assign recurring remote tasks
- Setting rules for max hours per day, task grouping, and time-of-day preferences
- Reviewing, approving, and adjusting the automated schedule
7.6 Exercise – Generate a Schedule for 3 Sites with Multiple Service Types
Participants will:
- Select 3 sample service sites with mixed PM schedules
- Assign tasks to technicians by role and availability
- Identify and separate remote vs. on-site work
- Fill a monthly calendar using estimated hours and PM scope
- Review and adjust workload balance across the team
Post-Session Action Items
To reinforce session concepts, participants are encouraged to:
- Build a quarterly service schedule using their active contracts
- Standardize technician roles and skill tags within CUBE
- Identify top 10 remote service tasks and move them to auto-allocation
- Collaborate with field leads to validate assigned service durations
- Review the dispatch calendar weekly for adjustments and proactive reallocation
Note: When scheduling, make sure to include this session code: SVC-07.
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