Outbound Technician

The outgoing technician typically works in the field to perform maintenance and installations as directed by the dispatcher. In smaller companies, the outgoing technician can also perform dispatching.

Main Work Tasks

To	See
Take customer requests for service and turn the requests into Service Orders.	Receive Customer Inquiries and Requests for Service
Deliver service to customers, using the Service Tasks feature.	Provide Service
Create invoices and post them to your financial management system.	Finalize Service and Invoice

Related Tasks

To	See
Set up and customize service items and service groups. This includes establishing which skills a service requires and troubleshooting guidance.	Determine Service Offerings
Establish service hours and status types to add time predictability to your service management application.	Assign Service Work Hours and Levels
Set up tool to manage customer service representative and resource assignments based on availability, skill, and proximity.	Identify People and Resources
Set up contracts, customer templates, and a system for managing service quotes.	Develop and Establish Service Contracts
Create service contract quotes and convert a quote into service contract.	Monitor and Implement Contracts
Set up a system to give customers loaners as long as their items are under repair.	Set Up a Loaner Program
Set up and fine-tune pricing details on service items.	Set Service Pricing
Plan the delivery of service by using the Dispatch Board	Plan and Allocate Service Orders
Set up resources in a group and allocate them to a service order depending on availability.	Prepare for Service
Create sales invoices, post receipts, and apply receipts to invoices.	Collect Payment for Products and Services
Define items and their process structure.	Design and Engineering

See Also

Concepts

Roles

Other Resources

Business Process Walkthroughs
Working with Microsoft Dynamics NAV