Glossary

Terms explained in depth

• Billable Hours

  The hours a technician can actually charge to customers, after subtracting drive time, admin, training, and idle time.

• First-Time Fix Rate

  The share of jobs resolved on the first visit, without a return trip.

• Flat-Rate Pricing

  Charging one set price for a defined task regardless of how long it takes.

• Gross Margin

  The share of revenue left after subtracting the direct cost of delivering the work, labor and materials, usually expressed as a percentage.

• Labor Burden

  The cost of employing a technician beyond their wage: taxes, insurance, benefits, vehicle, and tools, usually expressed as a percentage of wage.

• Markup

  The amount added to the cost of materials or parts to cover sourcing, handling, and overhead, expressed as a percentage of cost.

• Service Agreement

  An ongoing arrangement where a customer pays for scheduled maintenance visits, often in exchange for priority service and discounts.

• Technician Utilization

  The share of a technician's paid time spent on billable work versus idle, drive, or admin time.

• Work Order

  The plan and record for a specific technician assignment: what to do, where, and what was actually done, including notes and photos.