Glossary
Field service language, defined
Plain definitions of the terms used across field service software, dispatch, scheduling, and the businesses that run on them.
Field service management
Also: FSM, field service software, service management platform
Software for coordinating work that happens at customer sites — scheduling, dispatch, quotes, invoicing, and crew tracking.
Dispatch
Also: scheduling, job assignment
Assigning jobs to specific technicians or crews on specific days, with the right skills, parts, and routing in place.
Work order
Also: service ticket, job ticket
The structured record of a job to be performed — what's needed, when, where, by whom, and at what price.
Route optimization
Also: routing, stop sequencing
Choosing the order of stops on a technician's day to minimize drive time and missed windows.
Quote
Also: estimate, proposal
A proposed price for a job, given to the customer before work starts, that they accept or reject.
Service request
Also: service call, inbound lead, request
An inbound ask from a customer that hasn't yet been scheduled or quoted.
Customer portal
Also: client portal, customer dashboard
A web surface where end customers see their own quotes, jobs, invoices, and history without needing to call the office.
Service-level agreement
Also: SLA, service agreement
A contractual promise about how fast you'll respond, how often you'll visit, or how quickly you'll resolve issues.
Recurring service
Also: recurring contract, scheduled service, maintenance plan
Work that repeats on a schedule — weekly, monthly, quarterly — for the same customer at the same site.
First-time fix rate
Also: FTFR, first-call resolution
The percentage of jobs resolved on the initial visit — without a callback, second trip, or escalation.
Truck roll
Also: site visit, dispatch, service call
Sending a vehicle and crew to a customer site — and the labor, fuel, and time cost of doing so.
Average ticket size
Also: average job size, ATS, average revenue per job
The average revenue collected per job. The single best lever for service-business profitability.
Two-way SMS
Also: business texting, shared SMS inbox
Text messaging where the customer can reply and the office sees the conversation — not just one-way notifications.
Geofencing
Also: geo-fence, location triggers
Triggering an action when a vehicle or device crosses a virtual boundary around a customer site.
Maintenance plan
Also: service plan, maintenance agreement, PM contract
A recurring service contract bundling preventive visits at a flat monthly or annual price, typically with priority scheduling and a discount versus per-visit pricing.
On-call rotation
Also: on-call, emergency rotation
A schedule defining which technician handles after-hours and emergency service requests during specific shifts, rotated fairly across the team.
Preventive maintenance
Also: PM, scheduled maintenance
Scheduled service visits performed before equipment fails, designed to extend equipment life and prevent costly emergency repairs.
Emergency dispatch
Also: after-hours dispatch, urgent dispatch
Routing high-urgency service calls (broken pipe, no heat in winter, no AC in summer) outside the normal scheduled queue, typically to an on-call technician at premium rates.
Magic-link authentication
Also: passwordless auth, magic link
Passwordless login via a unique URL emailed or texted to the user. The link contains a signed token that authenticates without requiring a password.
ACH payment
Also: e-check, bank transfer, direct debit
Bank-to-bank electronic transfer through the Automated Clearing House network. Lower fees than credit card (typically $0.25–$0.75 vs 2.9% + $0.30) but slower settlement (1–3 business days).
Service contract
Also: maintenance contract, service agreement
A written agreement defining the scope, cadence, price, and terms of recurring service between a service business and a customer. The contractual basis for maintenance plans.
SEER (Seasonal Energy Efficiency Ratio)
Also: SEER2, seasonal energy efficiency ratio
Cooling efficiency rating for air conditioners and heat pumps. Higher SEER = more efficient. Federal minimums in 2026: 14-15 SEER for residential central AC.
Manual J load calculation
Also: Manual J, load calculation, HVAC sizing
ACCA-standard methodology for calculating the heating and cooling load of a building. The required first step before sizing an HVAC system properly.
BTU (British Thermal Unit)
Also: British thermal unit
Standard unit of heat energy. One BTU is the energy required to raise one pound of water by one degree Fahrenheit. HVAC equipment is rated in BTU/hour.
R-410A vs R-22 refrigerant
Also: Freon, Puron, R-454B
R-22 is the legacy ozone-depleting refrigerant phased out under the Montreal Protocol. R-410A is the current standard. R-454B is replacing R-410A starting 2025.
EPA 608 certification
Also: EPA Section 608, refrigerant certification
Federal certification required for any technician handling refrigerant in stationary equipment. Four levels (Type I, II, III, Universal) covering different equipment classes.
P-trap
Also: plumbing trap, drain trap
U-shaped pipe under sinks and fixtures that retains water to block sewer gas from entering the building. Required by plumbing code on every drain.
Backflow preventer
Also: RPZ, backflow assembly
Plumbing device that prevents contaminated water from flowing backward into the potable water supply. Required by code on irrigation, fire suppression, and many commercial connections.
Fixture units (DFU)
Also: DFU, WSFU, drainage fixture units
Standardized measure of expected water demand from plumbing fixtures. Used to size drain and supply piping per the plumbing code.
Drain cleaning auger
Also: drain snake, rooter, plumber's snake
Long flexible cable with a cutting head used to clear clogs from drain lines. Hand-cranked (small drains) or motorized (mainline). Also called a 'snake' or 'rooter.'
GFCI (Ground Fault Circuit Interrupter)
Also: ground fault circuit interrupter, GFI
Outlet or breaker that detects current leakage to ground and trips the circuit within milliseconds. Required by code in wet locations (kitchens, baths, outdoors).
AFCI (Arc Fault Circuit Interrupter)
Also: arc fault circuit interrupter
Breaker that detects dangerous electrical arcs and trips the circuit. Required by NEC in most residential bedrooms, living areas, and habitable rooms since 2014.
Electrical conduit
Also: EMT, Romex alternative, wiring conduit
Tube or pipe protecting electrical wiring. Required in commercial installations and exposed-to-damage residential locations. Material affects cost, flexibility, and code compliance.
Journeyman vs Master electrician license
Also: electrical license, trade license
Two tiers of state electrical licensure. Journeyman: can perform electrical work under supervision. Master: can pull permits, design installations, supervise journeymen, run an electrical business.
Lawn aeration
Also: core aeration, lawn coring
Removing small plugs of soil to relieve compaction, improve water and nutrient penetration, and stimulate root growth. Typically done annually in spring or fall.
Dethatching
Also: power raking, verticutting
Removing the layer of dead grass and root tissue (thatch) accumulated at the soil surface. Improves water and nutrient penetration. Done as needed, typically annually.
IPM for turf (Integrated Pest Management)
Also: IPM, integrated pest management
Strategy for managing lawn pests, weeds, and disease through monitoring, prevention, and minimal-chemical intervention. Reduces chemical use while maintaining lawn health.
Deep clean vs maintenance clean
Also: initial clean, recurring clean
Deep clean is the initial first-time service or periodic intensive clean (3-6x longer, 2-3x price). Maintenance clean is the recurring weekly/biweekly service at standard rates.
Move-out clean
Also: end-of-tenancy clean, vacancy clean
Comprehensive cleaning service performed when residents vacate a property. Designed to meet landlord/realtor cleanliness standards for security deposit recovery or property sale prep.
Green cleaning
Also: eco-friendly cleaning, non-toxic cleaning
Cleaning service using non-toxic, biodegradable, or certified-eco products. Higher cost, lower chemical exposure for residents, growing customer demand particularly among families with children or pets.
Soft wash vs power wash
Also: soft washing, low-pressure washing
Power wash uses high water pressure (1,500-4,000+ PSI) for hard surfaces. Soft wash uses low pressure (under 500 PSI) with chemical cleaners for delicate surfaces (siding, roofs, painted surfaces).
Surface cleaner attachment
Also: flat surface cleaner, spinning nozzle cleaner
Round attachment for pressure washers that uses spinning nozzles to clean flat surfaces (driveways, patios, decks) more uniformly and quickly than a hand wand.
Hot water vs cold water pressure washing
Also: heated pressure washing
Hot water (160-200°F) cleans grease, oil, and organic contamination far better than cold water. Cold water is sufficient for most residential dirt and mildew. Hot water machines cost 3-5x more.
Irrigation zone
Also: irrigation circuit, sprinkler zone
A grouping of sprinkler heads controlled by a single valve. Zones allow different areas of a landscape to receive different watering schedules and durations.
Irrigation controller (timer)
Also: sprinkler timer, irrigation timer, smart controller
Device that schedules irrigation zones to operate at specified times for specified durations. Modern smart controllers integrate weather data and soil moisture for adaptive watering.
Irrigation backflow assembly
Also: irrigation PVB, sprinkler backflow
Backflow preventer specifically required at the connection between potable water supply and irrigation system. Annual testing required by most municipalities.
Cyanuric acid (pool stabilizer)
Also: CYA, pool stabilizer, conditioner
Pool chemical that protects chlorine from UV degradation. Required for outdoor pools but harmful when over-accumulated. Target range: 30-50 ppm.
Free chlorine vs combined chlorine
Also: chloramines, DPD test
Free chlorine is the active sanitizer in pool water. Combined chlorine (chloramines) is chlorine bound to contaminants — irritating and ineffective. Target: free chlorine 1-3 ppm, combined chlorine under 0.5 ppm.
Pool opening (spring service)
Also: spring opening, seasonal opening
Comprehensive seasonal service to prepare a pool for use after winter closure. Includes equipment startup, water rebalancing, debris removal, and chemistry adjustment.
Weekly pool service
Also: pool maintenance, pool service contract
Recurring service visit including water testing and chemistry adjustment, debris skimming, brushing walls, vacuuming, and equipment inspection. The foundation of a pool service business.
Tier 1 vs Tier 2 handyman work
Also: handyman scope, trade licensing limits
Tier 1: small jobs not requiring trade licensing (furniture assembly, picture hanging, minor painting). Tier 2: jobs near or at the licensing threshold for plumbing, electrical, or HVAC work.
Multi-trade scope
Also: jack-of-all-trades, general repair scope
Service offering across several trades within a single visit (e.g., plumbing + electrical + carpentry). Common in handyman work and small-scale renovation services.
Downspout
Also: downpipe, leader pipe
Vertical pipe carrying water from gutters to ground level (or extension piping). Common failure point — clogs, disconnections, and damaged extensions cause foundation and landscape water issues.
Gutter guard
Also: leaf guard, gutter screen, gutter cover
Cover installed over gutters to keep leaves and debris out while allowing water through. Various types (mesh, screen, foam, reverse-curve) with different effectiveness and cost.
Ice dam
Also: roof ice dam
Ridge of ice that forms at the edge of a roof, blocking meltwater from draining and forcing it back under shingles. Causes major roof and interior water damage if not addressed.
Truck-load pricing
Also: volume-based pricing, load fraction pricing
Standard junk removal pricing model based on how much of a standard-sized truck the load fills. Tiered: 1/8, 1/4, 1/2, 3/4, full load. Transparent and customer-friendly.
Full-service vs DIY hauling
Also: junk hauling models
Full-service: junk removal crew handles everything (load, haul, dispose). DIY: customer rents a dumpster or truck and handles loading themselves. Different price points and customer types.
Specialty disposal
Also: regulated disposal, hazmat disposal
Disposal of items requiring special handling: e-waste, mattresses, hazardous materials, refrigerants, tires. Each has separate disposal fees and regulatory requirements.
Hot water extraction
Also: HWE, steam cleaning, deep extraction
Carpet cleaning method using high-pressure hot water and detergent injected into carpet, then immediately extracted by vacuum. The standard carpet cleaning method in 2026.
Carpet encapsulation
Also: low-moisture cleaning, encap cleaning
Low-moisture carpet cleaning method using polymer-based cleaning solution that crystallizes around dirt. Vacuum extraction afterward removes encapsulated soils. Faster drying than HWE.
Pile lifting
Also: pile setting, carpet grooming
Mechanical agitation that stands matted carpet fibers back upright. Used as a pre-clean step on heavily-trafficked carpet to improve cleaning effectiveness and restore appearance.
Torsion spring vs extension spring
Also: garage door springs
Two types of garage door counterbalance springs. Torsion springs (mounted above door, more durable, safer) are the modern standard. Extension springs (mounted on sides, older design) are still common in older homes.
Garage door opener horsepower (HP)
Also: opener motor size
Power rating of garage door opener motors. Standard residential: 1/2 HP (single-car), 3/4 HP (double-car or insulated doors), 1 HP+ (large or heavy commercial doors).
Smart garage door opener
Also: WiFi garage door opener, smart opener
Garage door opener with built-in WiFi enabling smartphone control, integration with home automation, and remote-monitoring features. Standard on most opener models 2020+.
Chimney inspection levels (1, 2, 3)
Also: NFPA 211 inspection
NFPA 211 defines three inspection levels. Level 1: visual only, annual basic inspection. Level 2: more comprehensive, required at sale or after events. Level 3: invasive, requires demolition for hidden access.
Creosote
Also: chimney creosote, soot buildup
Combustible deposit that accumulates on chimney walls from incomplete wood combustion. Three stages of buildup with increasing fire risk. Removal is the primary purpose of chimney sweeping.
Chimney crown vs chimney cap
Also: chimney top
Crown is the concrete/masonry top covering the entire chimney structure. Cap is the smaller covering over the flue opening. Different functions, both critical for moisture and animal exclusion.
Septic tank pumping cadence
Also: septic pumping schedule, septic maintenance interval
Frequency of septic tank pumping based on tank size and household size. Typical residential: every 3-5 years. Less frequent pumping causes drain field damage; more frequent is unnecessary expense.
Septic drain field (leach field)
Also: leach field, absorption field
Underground network of perforated pipes in gravel-filled trenches that distributes treated wastewater from the septic tank into the soil. The most expensive component to repair or replace.
Percolation test (perc test)
Also: perc test, soil percolation test
Soil test measuring how quickly water drains through a property's soil. Required before installing a new septic system. Determines if a septic system is feasible and how to size it.
Roof tear-off vs overlay
Also: reroof, second-layer roof
Tear-off: remove existing shingles before installing new roof. Overlay: install new shingles directly over existing layer. Code typically allows one overlay; tear-off is recommended for longevity.
Roof flashing
Also: chimney flashing, step flashing, valley flashing
Sheet metal installed at roof transitions, penetrations, and edges to prevent water infiltration. The most common point of roof leaks; quality flashing work is what separates good roofs from bad.
Asphalt vs metal vs tile roofing
Also: roofing materials
Three main residential roofing materials. Asphalt: cheapest, 20-30 year life, dominant market share. Metal: mid-cost, 40-60 year life, growing share. Tile: most expensive, 50-100 year life, regional popularity.
Integrated Pest Management (IPM)
Also: IPM, ipm pest control
Strategy combining inspection, prevention, exclusion, and minimal-impact treatment to manage pests with reduced chemical use. Standard practice in commercial pest control; growing in residential.
Entomological inspection
Also: pest inspection, WDI inspection (wood-destroying insect)
Detailed inspection of a property to identify pest species, populations, entry points, and conducive conditions. The diagnostic foundation of IPM-based pest control.
Quarterly vs reactive pest control
Also: preventive pest control, scheduled pest service
Quarterly: scheduled preventive service every 3 months. Reactive: service called only when problems appear. Quarterly delivers better results at lower lifetime cost; reactive remains common.
Water hardness (grains per gallon)
Also: GPG, water hardness measurement
Standard measure of dissolved calcium and magnesium in water. Soft water under 1 gpg, hard water over 7 gpg, very hard over 10 gpg. Determines water softener size and salt usage.
Reverse osmosis (RO) water system
Also: RO system, reverse osmosis filtration
Water purification using semi-permeable membrane to remove dissolved solids, heavy metals, and most contaminants. Typically installed at kitchen sink or under-sink for drinking water.
Water softener regeneration
Also: softener regen cycle
Periodic process where the softener flushes accumulated hardness minerals from its resin beads using salt brine. Frequency depends on water hardness and household water use.
Average handle time (AHT)
Also: AHT, average completion time
Mean duration to complete a unit of work. In service businesses: average minutes from job start to completion. Tracking AHT identifies productivity patterns and pricing accuracy.
Mean time to repair (MTTR)
Also: MTTR, mean repair time
Average time between when a problem is reported and when it's resolved. In service businesses: time from customer call to job completion. Tracks operational responsiveness.
Route density
Also: route efficiency, stops per day
Number of stops per crew per day on a service route. Higher density = lower cost per stop and higher profitability. The single most important economic driver in route-based service businesses.
Billable utilization
Also: tech utilization, labor utilization
Percentage of paid technician hours that are billable to customers. Healthy: 60-75% in residential service. Higher means tighter scheduling; lower means time leaking to drive, admin, or idle.
Capacity utilization
Also: scheduling utilization, demand-supply ratio
Percentage of available service capacity (truck-days, tech-hours) that's actually scheduled. Different from billable utilization (which measures labor productivity). Tracks demand vs supply balance.
AR aging (accounts receivable aging)
Also: accounts receivable aging, AR report
Report categorizing outstanding customer invoices by how long they've been unpaid (current, 30 days, 60 days, 90+ days). The standard tool for managing collections.
Days sales outstanding (DSO)
Also: DSO, collection period
Average number of days between invoice date and customer payment date. Lower is better; healthy residential service operations run 7-21 day DSO.
Gross margin
Also: GM, gross profit margin
Revenue minus direct costs (parts, labor, materials), expressed as a percentage. The fundamental profitability measure of service work. Healthy residential service gross margin: 35-55%.
Contribution margin
Also: CM, contribution margin ratio
Revenue minus variable costs, expressed in dollars or as a percentage. Measures the dollars each additional sale contributes toward fixed costs and profit. The right number for incremental decisions.
Cash conversion cycle
Also: CCC, operating cycle
Number of days between when cash leaves the business (paying for parts and labor) and when cash returns from customer payment. Shorter is better for working capital.
Google Business Profile (GBP)
Also: GBP, Google My Business, GMB
Google's free business listing that appears in search results and Google Maps. Includes business info, reviews, photos, posts. The single highest-leverage organic channel for local service businesses.
Cost per lead (CPL)
Also: CPL, cost per qualified lead
Marketing spend divided by qualified leads generated. The headline metric for paid acquisition channels. Should be evaluated alongside close rate to derive true cost per acquired customer.
Schema markup (structured data)
Also: structured data, JSON-LD, rich results
JSON-LD or microdata code added to web pages that helps search engines understand page content. Required for many rich-result features (review stars, FAQ accordions, business info).
1099 vs W-2 classification
Also: worker classification, employee vs contractor
Tax classification of workers. W-2 employees: company withholds taxes, provides benefits, controls work. 1099 contractors: self-employed, no withholding, less control. Misclassification carries serious penalties.
Experience modification rate (EMR)
Also: EMR, mod rate, experience modifier
Workers compensation insurance multiplier based on a company's claims history. EMR of 1.0 is industry average; below 1.0 saves money; above 1.0 costs more. Major impact on premium cost.
Workers compensation insurance
Also: workers comp, WC insurance
Required insurance covering medical costs and lost wages for employees injured on the job. Cost varies by industry risk class and EMR. Major operating expense for service businesses.
Mechanic's lien
Also: construction lien, contractor's lien
Legal claim against a property by a contractor for unpaid work. Powerful collection tool but governed by strict notice and timing requirements that vary by state.
Certificate of insurance (COI)
Also: COI, insurance certificate, ACORD certificate
Document evidencing a company's insurance coverage. Required by many commercial customers, property owners, and project owners as proof of liability and workers comp coverage.
Markup vs margin
Also: pricing markup, gross margin
Two different ways of expressing the relationship between cost and selling price. Markup = (price - cost) / cost. Margin = (price - cost) / price. Same dollar amount, different percentages.
Not-to-exceed (NTE) cap
Also: NTE, T&M cap
Pricing structure used in T&M (time-and-materials) work where the customer's maximum cost is capped, but actual billing is based on time and materials up to that cap. Common in commercial work.
Blended labor rate
Also: blended hourly rate, weighted labor rate
Single hourly rate used for billing customers, calculated as a weighted average of the actual loaded labor costs of different tech tiers. Simplifies pricing while accounting for labor-cost variation.
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