Everything you need to know to start using Tech Service Today's MobilePro App for Technicians.
Tech Service Today is excited to introduce the MobilePro App for our field technicians. Now you can accept jobs, view your scheduled and completed work orders, check-in and check-out from job sites, and enter your job notes and photos directly into the MobilePro App. Plus, your labor hours, parts & materials all get automatically imported into TST's billing portal.
Using the MobilePro App will help TST to become a paperless company, while significantly reducing the number of phone calls we make to our Technicians.
From our Technician's perspective, the App greatly enhances and simplifies the way they do business with TST. Using the comprehensive job requirements information and documentation tools provided in MobilePro, technicians can satisfy client requirements and document the work they perform more efficiently than ever before. The App also eliminates the need for duplicate data entry because all on-site hours and billable materials entered in the MobilePro App are automatically transferred over to our Inlattice Technician billing platform. Plus, the photos our technicians take while on-site are now uploaded directly into the App - eliminating the need to email them separately.
Please do not call or email TST when you encounter an error in the MobilePro App. The best way to report these errors is directly from within the App by following these steps.
1. If you encounter an error while using the MobilePro App (see screen shot below), your first action is to click "Email Support" on the error screen.
2. Then Send Email.
3. Then click OK on the error screen.
Following this procedure will transmit complete details on the error you encountered to our development team so they can begin working on it.
Typically, no. However, there are two instances when TST may still call you:
1. If any updates are made to the work order such as additional materials required or scope changes, then TST may call you about them and to confirm you can still accept the job with the changes.
2. If you are on a project ticket you may also receive a call from a project manager for a scope review.
Accepting a Work Order
By using this feature, you can limit the number of confirmation calls made by TST.
FOLLOW THESE STEPS (or watch this video)
Within your main menu screen there are tiles that read “Appointments for Today” and “Future Appointments”. To accept a work order, select the appropriate appointment tile and locate the work order.
Select the work order you would like to view.
Review the ETA listed, the materials, the location, the scope of work, and all other details before accepting.
If you are agreeable to the scope and schedule specified, then select the “Accept” button in the top left corner (as shown below).
This will add an automatic comment into both the TST notes and the Client Notes.
You are now confirmed and the next step will be to check into the work order at the appropriate time.
It depends on the Scheduled Date of the work order:
The best way to decline a work order that you already accepted is to call TST right away at 1-800-973-2022 option 1. But watch THIS VIDEO to see how to decline a work order using the MobilePro App.
No. As long as you submit detailed notation in the On-Site Work Log and follow all of the necessary prompts and check-lists within the App, there is no need to call TST when you check-in or check-out form a customer site.
Of course, if you run into unforeseen issues onsite, or if you are still unfamiliar with the MobilePro App and its processes, please call TST for assistance.
By accepting a TST work order, you are committing that you reviewed the entire work order - including the scope of work, required materials and tools, and appointment date and time - and that you are prepared to arrive on-time with all materials required to complete the work specified.
Furthermore, when you complete a TST work order you are committing that you performed all work as requested and in the manner specified, that you completed all tasks and steps as outlined in the SOW, that you truthfully answered all questions in the checkout requirements and completed the checklists in the App, and that you did so within the Hour Cap specified on the order (if applicable) or requested additional time using the process stipulated.
Failure to arrive on-time or ill-prepared to a customer site, or failure to complete the work specified in the manner described in the order and within any time constraints listed, may result in delayed, partial, or non-payment (depending on the severity of the infraction).
Watch THIS TUTORIAL VIDEO for step-by-step procedures using the MobilePro App.
Some TST customers place Hour-Caps on their work orders to ensure we do not exceed their on-site time allotments and/or budget constraints. Hour Caps are listed in the "Approved Hour Cap" field under the JOB SUMMARY section of any work order in the MobilePro App. Whenever a technician determines that additional time is needed to complete a job, TST must request and obtain approval from the client before the technician exceeds the Approved Hour Cap. The MobilePro App makes requesting an Hour Cap Extension easier than ever before. Watch THIS VIDEO and/or follow the instructions below.
How To Request An Hour Cap Extension
When you have checked in on-site and begun working on a job that contains an Approved Hour Cap, you'll see an orange icon called "HR Cap Adjustment" at the top of the screen.
If at any time while working on one of these orders you determine that you're going to need more time to complete the job, you should begin the Hour Cap Adjustment process - preferably at least 20-30 minutes before the approved hour cap expires.
Upon clicking HR Cap Adjustment, you will need to "Click to Call TST" to make your request verbally. Whether you speak with a member of TST's service team or you leave a voicemail, your next step is to document your request in the App. Please indicate how many additional hours are being requested for this job, and the reason this additional time is needed. It will also help if you give a brief description of all work that has been completed so far, and any delays you encountered, in the Notes field.
By providing all of this information in the App, it will help TST seek the necessaray customer approval without the need for multiple phone calls to you. If any additional information is still needed, TST will call you about your request.
Upon receiving a decision from our customer, TST will call and/or text you to let you know if the additional hours have been approved or denied.
Follow the instructions below and/or watch THIS VIDEO.
During the check out process, there is a section labeled Parts and Materials. To find this, scroll to the bottom of the screen during Check-Out, and navigate to the right of "Appointment Summary" and "Work Order Tasks" until you see "Parts & Materials".
This is where you will log your billable materials. By entering parts & materials here, you will no longer need to re-enter them into Inlattice because the MobilePro App will carry this information over to InLattice for you.
How To Add Parts & Materials
During the Check-Out Process, click on "Parts & Materials".
Select the plus (+) icon on the right side of the screen (highlighted in yellow below).
Next, select the magnifying glass next to the Item Number box. This will bring up TST’s materials list.
You can search for a material using the search bar, or scroll through the list to find the desired part.
Once you find the correct item, select it and enter the quantity used. Do this for each item you provided on the job and save your parts list.
(NOTE: If you ever need to edit or add any materials after you have completed a ticket in the App, you may always go back and either edit the work order using the App or make your changes from within Inlattice.)
Checklists in the MobilePro App are where you upload the photos taken while on-site, answer any customer-specified questions, and/or validate specific tasks completed. For projects that require specific photos or documents, the deliverables will need to be uploaded and labeled to the client’s specific checklists.
Watch THIS VIDEO for detailed instructions.
Photos get added during the Check-Out section of App. At the bottom of the screen, scroll right to Work Order Tasks, and click on "Checklist". Be sure to upload and correctly label each of the photos requested on the checklist.
You can take new photos from within the App Checklist screen or upload them from your phone's photo library.
In addition to site photos, checklists may request that you upload pictures of items such as hand-drawn floor plans, configuration sketches, or completed forms.
Reminder: Photos are only to be uploaded using the Checklist function and should NOT be uploaded as Attachments in the Attachment section of App. The Attachment section is a rarely-used function in the MobilePro App.
To see the exact process for uploading photos in the App, watch THIS VIDEO for detailed instructions.
No. The MobilePro App transfers all materials and times (labor hours) you entered in the MobilePro App over to InLattice and enters them as your billable times and materials. This limits your remaining steps to simply reviewing and submitting the invoice from within InLattice.
Once you complete any ticket (meaning you have entered the labor hours and parts/materials in the MobilePro App), watch THIS VIDEO to learn how to transfer that Voucher information directly into our InLattice billing portal.
Check out notes tell TST and our customer exactly what you (our technician) did while on-site, about any delays or difficulties you encountered while performing the work, who you worked with both onsite and as a remote technical contact, what moves/adds/changes you performed on-site (i.e. what ports were used on the network equipment), and about any additional work that needs to be completed - whether it is part of the original scope or a suggested/necessary addition.
By providing comprehensive details about your visit in our Check-Out Notes, we end up with happy customers...and you end up receiving far fewer phone call and questions from our Service Team.
