UptimeController Technician Training Overview
By the end of this module, technicians will understand how to navigate the UptimeController dashboard, manage their schedule, review customer information, accept and schedule service requests, communicate through the platform, and manage team members.
1. Welcome to UptimeController
Overview
After logging into UptimeController, technicians have access to all of the tools needed to manage service work from one central location.
The dashboard allows technicians to:
- View assigned work
- Manage schedules
- Review customer facilities
- Access equipment history
- Communicate with customers
- Track job progress
- Manage team members
2. Jobs Calendar
Purpose
The Jobs Calendar provides a visual schedule of all assigned work.
Features Covered
- Daily View
- Weekly View
- Monthly View
Technicians can:
- Hover over any appointment
- View the facility name
- Review the type of service request
- Quickly identify upcoming work
Training Tip:
The calendar should be reviewed daily to stay current on scheduled appointments.
3. Marketplace Information
Purpose
Your Marketplace profile tells customers what services your company provides.
Information includes:
- Service offerings
- Coverage areas
- Certifications
- Technician capabilities
Keeping this information updated helps customers identify your organization for future service opportunities.
4. Customer Accounts
Each customer account contains important operational information.
Facilities
Selecting a facility allows technicians to review:
- Facility information
- Working days
- Business hours
- Additional location details
This information helps technicians schedule appointments during operating hours.
Devices
Each facility contains a list of equipment.
Technicians can search by:
- Device ID
- Asset ID
Selecting a device provides access to:
- Equipment history
- Previous service records
- Prior repairs
- Historical documentation
Reviewing equipment history before arriving onsite helps technicians prepare for service.
5. Service Requests
Whenever a customer submits a repair request, technicians receive an email notification.
The notification typically includes:
- Customer name
- Facility
- Device information (when available)
- Description of the issue
Each request also receives a unique Job Number, which serves as the primary reference for the entire service event.
6. Understanding Job Statuses
Each service request moves through several stages.
Service Requested
- Appointment has not yet been scheduled.
- Technician action is required.
In Progress
- Technician has accepted the appointment.
- Work is actively underway.
Pending Customer Review
- Work has been completed.
- Customer is reviewing final documentation before closure.
7. Accepting a Service Request
After opening a job, technicians can:
- Review job details
- View the assigned Job Number
- Confirm service information
To schedule the appointment:
- Select Accept Appointment
- Choose the service date
- Select the appointment time
- Set an arrival window
- Save the appointment
Once saved:
- The customer receives an automatic notification.
- The facility is informed of the scheduled arrival window.
8. Reassigning a Job
If another technician within your organization should complete the work:
- Select Reassign
- Choose the technician
- Save the assignment
The selected technician becomes responsible for the appointment.
9. Messages vs. Notes
Understanding the difference between Messages and Notes is essential.
Messages
Messages function like a group conversation.
Visible to:
- Customer
- Facility
- Technician
Use Messages for:
- Appointment updates
- Arrival notifications
- Customer communication
- General service updates
Notes
Notes are internal only.
Visible only to:
- Your technician organization
Use Notes for:
- Internal reminders
- Team communication
- Administrative information
- Internal planning
Customers cannot view Notes.
10. Rescheduling Appointments
If an appointment must be moved:
- Select Reschedule
- Choose the new date
- Select the new time
- Save changes
The customer will automatically receive an updated appointment notification.
11. Calendar Integration
Appointments can be added directly to personal calendars.
Supported calendars include:
- Google Calendar
- Microsoft Outlook
- Yahoo Calendar
- Apple Calendar
- Desktop Outlook
Using calendar integration helps technicians avoid scheduling conflicts.
12. Managing Your Team
Organizations with multiple technicians can manage users through the My Team section.
Administrators can:
- Add team members
- Enter first name
- Enter last name
- Enter email address
- Assign user roles
Recommended Roles
Dispatcher
- Schedules appointments
- Coordinates service calls
- Does not typically perform field work
Additional technician roles may be assigned based on your organization's structure.