Published 23 Nov 2018
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5 min read
What is a Field Service Report?
A field service report is used by field staff to document the services performed during customer visits, including repair, maintenance, and installation work. Its primary function is to track the progress and performance of technicians or service practitioners assigned to do the tasks. In addition, they are used to capture and report data on how physical resources, such as vehicles and equipment, are managed and maintained.
What is a Service Report Template?
A service report template is a tool designed to thoroughly document the tasks and services provided to a customer during a site visit. This can include the maintenance work, customer feedback, and any follow-up actions to be performed after the initial visit. With this template, technicians and other users can make sure that no essential aspects of the service are missed and everything is well documented.
Importance and Role in Field Service Management (FSM)
A field service report is an essential part of field service work. It serves as a record of what work has been done and the changes that have occurred in your workplace or a certain project. You can track your employees’ growth and progress with this document, and on the other hand, your customers can also gain more insight into your work progress.
Field service reporting is also an essential element of a company’s broader Field Service Management System. FSM is used to manage the efficiency and safety of a company’s workers and equipment used while serving customers in the field.
Here are 5 key advantages of field service reporting and implementing an FSM System:
Enhances efficiency – Analyze customer demands and track the status of jobs in the field to ensure that clients receive assistance in a timely manner.
Boosts productivity – Check worker logs and monitor the performance and competency of service professionals to minimize operational downtime.
Increases profitability – Having more efficient and productive technicians can lead to more clients trusting the service. Addressing issues immediately can help reduce the costs of future repairs.
Stores data and ensures compliance – Maintain audit records and documentation for regulatory compliance. Save all work orders, timesheets, service policies, invoices, and other significant business data.
Fosters teamwork – Share reports across the organization and identify areas for improvement; use data to help develop action plans through collaboration.
These are also the main reasons of why it is important to use service report template in daily field service operations.
Which Industries Use FSM?
Field service management is an industry term used to describe the activities and tasks that are performed to manage a field service organization. It covers a wide range of activities, from customer management and scheduling to workforce management and invoicing.
Field service management and service reports templates is used in a range of industries, including:
Manufacturing
Field service management, when applied in manufacturing, can be used to manage the deployment of field service engineers to customer sites to carry out repairs or maintenance tasks.
Transportation
Field service management can also be used in the transportation sector to schedule and manage the maintenance and repair of vehicles, such as buses or trucks.
Energy and utilities
Field service management systems are also used by energy and utility companies to schedule and manage the maintenance of infrastructure, such as power lines or water pipes.
What to Include in a Field Service Report
Since a field service report serves as guide for customers, management, and workers on-site, it should include all basic information on the work done. A typical field service report will have the following details:
Details about the project: What is the project or task to be done?
Work to be performed: What kind of field service task should be accomplished?
Problems encountered: What are the problems encountered during the field service?
Follow-up action items: What steps were taken to solve the problems countered? And aside from the problems encountered, what are other problems discovered that may affect the project?
Damaged equipment or device list: What are the broken equipment on the field, and what happened to them?
Summary of events: What is the rundown of all events that occurred, from start to finish?
How Do You Write a Service Report?
The typical process of writing a field service report is as follows:
Determine the kind of service to be performed: repair, maintenance, installation, or other work.
Describe the problem and take photo evidence of defects or damages.
Document the actions taken and confirm if work was completed. If not, put follow-up action items.
Create a summary of the damaged or defective devices.
Participants, who are the client, technician, and field service engineer, should provide digital signatures to validate the report.
Service Report Example PDF
To give a visual of what a completed service report template looks like, here’s an example in PDF format:
