Field Service

XBuddy Field Service empowers service businesses to manage contracts, dispatch technicians, and track job completion — from scheduling to invoicing — with a mobile-first experience for field staff.

Service businesses live and die by their response time and SLA compliance. XBuddy Field Service gives dispatchers real-time visibility into technician availability, location, and current workload — so the right person gets assigned to the right job, every time.

Field staff use the mobile workforce app to receive job assignments, check in at the customer site, complete inspection checklists, attach photos as evidence, and capture customer signatures — all offline-capable, syncing when connectivity is restored.

Key Features

• Service contract management with SLA tracking and renewal alerts
• Job creation, assignment, and dispatch to technicians
• Technician scheduling with calendar and map view
• Mobile check-in and check-out with GPS location capture
• Field reports with photo evidence and digital customer signature
• Parts and materials tracking per job, linked to inventory
• Customer portal for real-time job status and history viewing
• SLA compliance monitoring with alerts for at-risk jobs
• Invoicing linked directly to completed jobs
• Integration with CRM (customer data), Finance (invoicing), and Inventory (parts)

Getting Started

1. Add your technicians as employees with their skill sets and service zones
2. Create service contract templates for your standard service types
3. Log your first job request and assign it to an available technician
4. Test the mobile check-in flow using the mobile workforce app
5. Generate an invoice from a completed job to see the end-to-end flow

Common Use Cases

• HVAC company dispatch: An HVAC company dispatching 20+ technicians across a city uses the map view to assign the nearest available technician to urgent breakdown calls, minimizing travel time and response time.
• IT service SLA management: An IT service provider monitors SLA compliance per contract, getting alerts when a ticket is approaching its response deadline so it can be escalated before a breach.
• Property maintenance rounds: A property management company schedules recurring maintenance rounds, tracking completion of each job against the schedule and generating invoices at month-end automatically.

Job Cost Tracking

Track the actual cost of each job and measure profitability against the contract value.

Updating Job Costs

PATCH /field-service/jobs/:id/costs

Request body:

{
  "laborHours": 3.5,
  "laborRate": 120,
  "partsCost": 85.00,
  "travelCost": 25.00
}

Cost Calculation

The profit margin is displayed as a percentage on the job detail card. A negative margin (cost exceeds contract value) is highlighted in red.

Note: contractValue is pulled from the linked service contract. If no contract is attached, profit margin is not calculated.

SLA Breach Detection

Monitor at-risk and breached jobs before they impact customer satisfaction scores.

Fetching Breached Jobs

GET /field-service/jobs/sla-breached

Returns all open jobs where the SLA deadline has passed. Each record includes slaDeadline, breachDuration (minutes overdue), and priority.

UI Indicators

• Red alert banner — appears on the Field Service overview page when any active jobs are SLA-breached, with a direct link to the breached jobs list.
• “SLA Breached” tab — a dedicated filter tab on the jobs list page shows only breached jobs, sorted by priority (urgent → high → medium → low) so dispatchers address the most critical first.

Technician Performance Detail

Each technician has a dedicated detail page accessible from the Technicians list.

30-Day KPI Cards

Availability Status

The page displays the technician’s current availability (available, on_job, off_duty) with a colored indicator badge, making it easy for dispatchers to decide on new assignments at a glance.

Recent Jobs Table

A paginated table of the technician’s last 20 jobs shows job ID, customer, status, SLA result (met/breached), and rating. Clicking a row navigates to the full job detail.

Reports

The Field Service reports page (/field-service/reports) provides three tabs covering the key performance dimensions of a service operation.

Tab 1 — SLA Performance

Shows SLA compliance rate over time, number of breaches per period, and which contract types have the highest breach frequency. Useful for contract renegotiation and resourcing decisions.

Tab 2 — Revenue

Tracks billable revenue, job volume, and average revenue per job. Segmented by technician, contract type, or customer.

Tab 3 — Technician Performance

Ranks all technicians by jobs completed, average rating, SLA compliance, and revenue contribution over the selected period.

Date Range Presets

All three tabs share a date range picker with presets: Last 7 days, Last 30 days, Last 90 days, and Custom range. Changing the preset re-fetches all charts and KPI cards simultaneously.