Dashboards & analytics
ServiceTitan Technician Performance Dashboards
A technician board changes how people work, so it has to be right. That means clear credit rules for shared jobs, a fair view of call mix, and metrics that pull in the same direction.
Technician performance
Jobs completed
1,104
Team total, sample
Revenue per tech
$58K
Sample average
Opportunities sold
38%
Sample definition below
Average ticket
$612
Sample data
Revenue by technician (sample names)
| Technician | Jobs | Close rate |
|---|---|---|
| Tech A | 212 | 44% |
| Tech B | 198 | 41% |
| Tech C | 187 | 36% |
The top tech on the board might just get the best calls.
Put a revenue leaderboard on the shop TV and within a month everyone knows who's on top. What the board usually doesn't show is why. The tech in first place may be the one dispatch sends to replacement leads and older equipment. The tech in fifth may run the tune-up route and the warranty calls nobody else wants. Ranked on revenue alone, the board says one is five times better than the other.
Technicians notice that faster than anyone. A board they see as unfair gets ignored, or worse, gamed. A useful technician dashboard measures production in a way the team accepts: the right denominator for each metric, clear credit for work two people did together, and enough context about call mix that a fair comparison is possible.
This page covers the technician view within our custom ServiceTitan dashboards. Like any custom web application we build, it has its own logins and roles. It reads ServiceTitan data your admin approves and never changes payroll or assignments.
Technician metrics, defined
Every metric here depends on the credit rules in the next section. Those are agreed first.
- Completed jobs
Completed jobs where the tech was assigned, by completion date. A job with two assigned techs counts once for each, but the team total counts it once. Recalls and warranty visits are shown on their own line.
Data needed: Jobs, appointments and technician assignments (Job Planning & Management, Dispatch). Depends on dispatch assigning the techs who actually worked the job.
- Revenue per tech
Invoiced revenue from completed jobs, credited by the split rule you choose: the payroll job split percentages if your company records them, otherwise lead tech takes all or an even split. Adjustments follow the original job.
Data needed: Invoices and jobs; payroll job splits (Payroll) where used. Payroll scopes are requested only if splits are part of the design.
- Average ticket
That tech's credited revenue divided by their completed jobs with an invoice above $0. Shown by job type, because a maintenance route and a demand service route can't share one average fairly.
Data needed: Jobs, job types and invoices.
- Opportunities
Completed jobs of the types you classify as sales opportunities, typically demand service and diagnostic calls. Maintenance visits can be included or tracked separately. Recalls are never opportunities.
Data needed: Jobs and job types. Depends on your job types distinguishing these calls.
- Close rate
Opportunities where at least one estimate was sold within a set window (often 30 days) divided by all opportunities. An estimate sold later by a comfort advisor is credited by the rule you choose.
Data needed: Estimates (Sales & Estimates) linked to the opportunity job, with sold date and sold-by where recorded.
- Recall rate
Recall or warranty jobs on the same location within a set number of days, attributed to the tech on the original job, divided by that tech's completed jobs.
Data needed: Jobs and job types or tags. Only as reliable as the office's habit of marking recalls and linking them to the original job.
- Revenue per hour
Credited revenue divided by hours worked on jobs, which corrects for part-timers and techs who spend days on installs.
Data needed: Timesheets and payroll timesheet data. Available only if techs clock job time in ServiceTitan and the scope is approved.
Credit rules for shared work
These are business decisions, not technical ones. The dashboard applies whatever you decide, the same way every time.
Lead and assisting techs
Either the lead takes full credit and the assistant gets job credit only, or revenue splits by a fixed rule. Whatever you choose is printed on the board.
Payroll job splits
If you already set split percentages in ServiceTitan payroll for commission, the board can use the same splits, so the leaderboard and the paycheck agree.
Sold by one, installed by another
When a service tech finds the opportunity and a comfort advisor sells the replacement, decide who gets the sale, who gets a lead credit, and where install revenue goes.
Multi-visit jobs
A job that took three trips by two techs is credited by assignment, by hours, or to whoever completed it. Hours is fairest, if timesheets are reliable.
Recalls
Charged back to the original tech, or tracked without affecting production. Charging back is fairer if recalls are linked to the original job consistently.
How a leaderboard changes behavior
Whatever you rank, people optimize. Rank only revenue and some techs will push replacements harder than the equipment justifies. Rank only close rate and some will stop presenting options on calls they think won't close, which lowers revenue while the percentage climbs. Rank job count and the hard calls start running long for everyone else.
The fix is pairing metrics that pull against each other, such as close rate beside average ticket and recall rate beside revenue, and showing call mix so a comparison is fair. Many managers keep the full scorecard private, one tech at a time, and put only a team goal on the shop TV. Both are easy to build. The choice is yours, and it's worth making on purpose.
ServiceTitan's technician reports vs a custom scorecard
| Need | In ServiceTitan | Custom-built |
|---|---|---|
| Metrics | Built-in technician reporting with ServiceTitan's definitions, depending on your account and setup. | Your credit rules, your opportunity definition, and pairings chosen to reward the behavior you want. |
| Who sees it | Staff with ServiceTitan access and the permissions to run the report. | A tech sees their own scorecard on their phone; a manager sees the team; the shop TV shows what you choose. |
| Context | Reports per technician for the filters the report offers. | Call mix, route type and hours shown beside each figure so a fair comparison is possible. |
Trade examples
HVAC
Maintenance techs and demand service techs get separate boards. Close rate on a no-cool call in July is a different measure from close rate on a spring tune-up.
Plumbing
Drain cleaning volume and water heater replacements sit at opposite ends of average ticket. Showing both by job type stops the drain tech looking like the weakest performer.
Electrical
Panel upgrades often take a helper and more than one visit. Hour-based credit keeps both people visible on the board.
Garage doors
Spring replacements close at a high rate on almost every call, so average ticket and add-on sales say more about a tech than close rate does.
What to have ready before we talk
None of this is required for a first call, but each answer makes the scope and the quote sharper.
- The metrics you use for commission or bonuses today, and how they're calculated
- How lead and assisting techs are recorded on jobs
- Whether payroll job splits and timesheets are used in ServiceTitan
- Which job types count as sales opportunities
- How recalls are marked and linked to the original job
- Who sees which board: each tech, managers, or the whole shop
Related ServiceTitan development
Mesa Web Designers is an independent developer. We are not affiliated with, endorsed by, or a partner of ServiceTitan. ServiceTitan is a trademark of its owner. What an integration can do depends on your ServiceTitan products, the permissions your admin grants, and the APIs available to your account.
Start the conversation
Build a technician board the team trusts.
Tell us how you pay and rank techs today. We'll write the credit rules with you and show how each metric would behave on your call mix.
- Web apps, portals and integrations start from $575, priced by complexity
- The developer who scopes it builds it and answers the phone
- Built for ServiceTitan contractors nationwide
What do you need built?
Pick what fits (pick any)
Rather talk? (480) 525-7582. 0% financing on any project, 25% down. See all pricing
Technician performance: questions we hear a lot.
How is revenue credited when two techs work the same job?
By a rule you choose: payroll job split percentages if you record them in ServiceTitan, an even split, or full credit to the lead tech. The rule is printed on the board and applied the same way to every job.
Can technicians see their own numbers?
Yes. Each tech can have a login that shows only their own scorecard, readable on a phone. Managers see the team, and anything shown on a shared screen is limited to what you choose to post.
Will the dashboard match our commission reports?
It can, if it uses the same split rules and the same revenue definition. When payroll job splits are part of the design, the board reads the same splits payroll uses so the leaderboard and the paycheck agree.
How do you keep a leaderboard from causing bad behavior?
By pairing metrics that pull against each other, like close rate with average ticket and revenue with recall rate, and by showing call mix so comparisons are fair. Many managers keep detailed scorecards private and put only team goals on the shop TV.
Build a technician board the team trusts.
Tell us how you pay and rank techs today. We'll write the credit rules with you and show how each metric would behave on your call mix.