Workiz Instructions for Technicians

Workiz Instructions for Technicians

1. Initial Setup:

• Download the App:

  • Install the Workiz app from your app store.

  • Approve all permission requests (e.g., location, notifications, fitness etc.). If permissions were not granted initially, delete and reinstall the app.

• Log In:

  • Use the provided credentials (username and password) shared by the office.

  • If issues arise, contact your manager.

• Device Setup:

  • Go to settings, open the Workiz App on your device. Tap on the three horizontal lines (menu icon) in the top-left corner of the screen.Tap on “Settings.”

  • Ensure location tracking is always enabled (critical for job updates and map accuracy).

  • Enable notifications for arrival and job updates. 

  • Ensure all toggles (Location, Bluetooth, Microphone, Motion & Fitness, Siri & Search, Notifications, Background App Refresh, Cellular Data, and Tap to Pay Screen Lock) are turned ON for full functionality. Location to be set to "Always"

2. Starting Your Day:

• Clock In:

Open the app, navigate to the “Time Sheets” section, and click “Clock In” at the start of your workday.

At the end of your workday, return to the same section to “Clock Out.”

3. Job Handling:

• Access Assigned Jobs:

  • Navigate to the “Jobs” tab to view your assigned jobs.

  • Update the job status as follows:

    • “Job Accepted”: When you call or confirm the job with the customer.

    • “In Progress”: Once you start traveling to the job site.

    • “Job Done”: After completing the job and uploading any required details.

    • “Job Issues”: If you encounter any problems during the job, notify the office using this status.

    • “Platinum”: For jobs managed under the Platinum department.

• Click “Start” as soon as you start driving to the job. ETA should not be modified by you.

• Client Details:

  • You’re not supposed to change any client’s details, except for Client Company Name if it is relevant. (Don’t forget to click save if you added the company name. 

• To open a map, click on the address

• Job Details:

Review the job description, customer contact information, and any special instructions. You’re not supposed to change anything here.

You only need to upload Check Images there if you collected payment as a check:

• Check Image Front:

  • Tap the + icon to upload an image of the check's front side.

  • You can upload up to 5 files if needed.

• Check Image Back:

  • Tap the + icon to upload an image of the check's back side.

  • Ensure the check is endorsed before taking the picture.

• Parts:

  • If parts were bought from personal money, put the cost in this field. To get back money, put here the parts image with the receipts.

  • If you used the company part, update it here with the cost. 

  • Upload the picture before you start working and after you finished. 

• WO File:

Upload picture of a signed WO file if this is Platinum job. 

Don’t forget to click “update job” after you updated anything or added pictures

Job Tags and Equipment

• Job Tags:

  • Do not touch or modify job tags under any circumstances.

  • These tags are managed by the office and are not part of your responsibilities.

• Equipment:

  • Do not access or update any information under “Equipment.”

  • All equipment details are handled internally.

Tasks Section

• Accessing Tasks:

  • Click on the “Tasks” section only when instructed.

  • Tasks will include specific instructions for you, such as:

    • Taking pictures for the job.

    • Completing specific actions (e.g., documenting parts or equipment).

    • Tracking inventory numbers (e.g., provided by the office).

• Follow Instructions:

  • Always follow the tasks outlined for the specific job.

  • Mark tasks as completed only after you finish them.

4. Communication and Notifications:

• Client Communication:

  • For calls, use the app’s options to either call using the Workiz phone (preferred) or your personal device (with the provided extension).

  • You’re not supposed to message the client 

• Schedule:

 You’re not supposed to change the schedule. If you want to reschedule a job, contact the office.

5. Estimates and Invoices

A. If You Have Already Sold the Job

• Create Invoice:

  • Go to the job details.

  • Select “Invoice” to create the invoice directly.

  • 

B. If You Are Unsure Whether the Job Is Sold

• Start with an Estimate:

  • Click on “Estimate” and then “+ Add Estimate.”

  • Follow these steps to create the estimate:

1. Name the Estimate:

   • Enter a name for the estimate at the top right corner.

   • 

2. Add a Description:

   • Provide a clear description of the job in the designated field.

3. Upload a Picture (Optional):

   • If needed, upload images relevant to the job (e.g., equipment, parts).

4. Add Items:

   • Click on the small “+” next to “Items” to start adding items.

   • You have two options for adding items:

     • By Categories: Choose the appropriate category for the item.

     • Search by SKU Number:

       • Use the search bar to enter the SKU (e.g., “SLK-H”).

       • Ensure the SKU is entered accurately without errors. If a technician purchases an item, they should classify it as a T-item in the system. If they locate the SKU but the system indicates that the SKU is unavailable, they must classify it as a C-item and include the SKU they used in the description field.

       • You can also edit the item by clicking “Edit”. You can change the unit price and quantity

Do Not Modify Opened Items:

• You must not touch or change already opened items. This is strictly prohibited.

• Follow the Correct Flow:

  • Start with an estimate if unsure about job confirmation.

  • Only proceed to invoice when you are confident the job is sold.

• Invoice Creation:

  • After completing a job, navigate to the job’s details to create an invoice.

  • If unsure about the total, start with an estimate first.

  • Add items to the invoice by searching inventory or entering SKUs.

2.  Payment

• Sending Sunbit Link:

  • Click on the “Sunbit” option.

  • Enter the customer’s phone number and send the link.

  • The customer will receive a link and complete the process on their phone.

  • Do not proceed with additional steps unless confirmed by the customer.

  • 

• Adding a Credit Card:

  • Click on “Card on File” to securely save a customer’s credit card.

  • Use this option for:

    • Repeatable jobs with the same customer.

    • Customers making partial payments (for future billing).

Note: This feature should only be used when necessary.

• Cash:

  • Select “Cash” when receiving cash payments.

• Check:

Include a check number.

• Unaccepted Payment Methods:

  • Includes Zelle, Cash App, Venmo, Credit Offline, Bank Transfer, and Customer Financing.

  • Important:

    • If a customer pays via Zelle, Venmo, or Cash App directly to your account, it is considered cash.

    • These payment methods are not allowed through company systems.

    • If used, you will be personally responsible for collecting and reporting the cash to the company.

• Unacceptable Scenarios:

  • Do not simply confirm a payment by entering a customer’s phone number.

  • Payments must be validated to avoid discrepancies and losses.

To send an invoice if client didn’t pay, choose send by “email” or “text” and click “let client pay with a credit card” and “request signature” and then click “send”

5. Tap to Pay (Preferred Payment Method)

• Steps to Use Tap to Pay:

  1. Click on “Send Invoice”.

  2. Select the customer’s phone number by default.

  3. Request Signature:

     • Make sure to click on “Request Signature” before sending the invoice.

  4. Confirm the Payment Status:

     • If the customer has already paid, do not send the invoice again.

     • If the customer has not paid, click “Send” to send a payment link.

  5. Customer Payment:

     • The customer will receive the link and pay directly from their phone.

     • Ensure the payment link is clickable and functional.

6. Final Steps and Notes

• If Tap to Pay is unavailable, notify the office to enable it for your account.

• Do Not Modify Team Settings unless instructed.

• Always confirm that payments, check images, and customer signatures are uploaded correctly before updating the job.

7. Problem Resolution:

• App Issues:

  • Delete and reinstall the app if it crashes or isn’t functioning correctly.

  • For persistent issues, contact the regional manager or tech support.

• Job Issues:

  • Use the “Job Issues” option to notify the office about any problems encountered during the job.

8. End of the Day:

• Clock Out:

  • Navigate to “Time Sheets” and click “Clock Out” to end your workday.

• Confirm All Updates:

  • Ensure all jobs are updated with correct statuses, uploaded images, and finalized invoices.

9. Message the office:

• Tap on the “Messages” tab at the bottom of the screen (green chat icon).Add attachments, such as images, if needed by tapping the paperclip icon.

• Main Office: Notifications and new job updates.

• Job notifications from the Main Office will include:

  • Job ID (e.g., #AO95D3).

  • Customer Name and Contact Information (e.g., Marty, phone number).

  • Job Address (location for the service).

  • Service Notes: Details about the job (e.g., 1969 Chevy Corvette, regular metal key/all lost).