How to Track and Improve Technician Performance with ServiceTitan

ServiceTitan gives contractors several ways to track technician performance, from completed jobs and average ticket to conversion rates, revenue, and productivity. But having access to all those numbers doesn’t necessarily mean you’re getting an accurate picture of how your team is performing.

A technician might appear to have a low conversion rate because jobs were categorized incorrectly. Another might be credited with revenue from work completed by several people. And sometimes, the numbers in your reports simply don’t match what you’re seeing in the field.

Here’s how to track your technicians’ performance in ServiceTitan, which KPIs to pay attention to, and what to check when your reporting doesn’t look right.

Where to Track Technician Performance in ServiceTitan

ServiceTitan provides two main ways to review technician performance: Technician Scorecards and the Technician Performance report.

Technician Scorecards

Technician Scorecards are available through ServiceTitan’s Modular Dashboard. They give managers a quick overview of how technicians are performing across different areas of the business.

The available tabs depend on the type of scorecard you’re viewing.

Scorecards group performance by business unit division, such as Service, Maintenance, Install, or Sales. This makes it easier to compare technicians doing similar work rather than putting everyone into one report.

If the scorecards are empty or showing unexpected results, check whether your business units have been mapped to the correct divisions. This configuration is required for the scorecards to work properly.

Technician Performance Reports

For a more in-depth breakdown, you can use ServiceTitan’s Technician Performance report template.

These reports are useful when you want to investigate a particular number, compare performance over time, or review results with individual technicians.

You can also drill down into certain metrics to see the jobs and invoices behind them, rather than relying only on the totals shown in the report.

Access to custom reporting features can vary depending on your ServiceTitan package.

Which Technician KPIs Should You Track?

Not every metric is equally useful for every contractor. A technician handling emergency plumbing repairs shouldn’t necessarily be measured against the same targets as someone completing scheduled HVAC maintenance.

Start with a small group of KPIs that reflect the work your technicians actually do.

1. Completed Jobs and Technician Productivity

The number of completed jobs gives you a basic idea of how much work each technician is handling.

It’s a useful starting point, but it doesn’t tell the full story. A technician completing four challenging repairs may have had a more productive day than someone completing six minor service calls.

Look at completed jobs alongside hours worked, billable hours, and the types of jobs assigned.

If a technician consistently completes fewer jobs than expected, investigate the reasons before assuming there’s a performance problem. Long drive times, scheduling gaps, or repeated trips for missing materials can all reduce productivity.

ServiceTitan’s dispatch board and operational reports can help you identify some of these issues.

2. Average Ticket and Revenue

Average ticket, sometimes called job average, helps you understand how much revenue is generated per job.

For example, if two HVAC service technicians complete a similar number of calls but have very different average tickets, it’s worth looking at the jobs behind those numbers.

One technician might be presenting repair options more consistently. The other might be handling more warranty work or lower-value appointments.

Revenue goals can be useful, but only when they’re realistic for the technician’s role and the opportunities they’re receiving.

Before comparing individual results, make sure the revenue is being attributed correctly, especially when multiple technicians work on the same job.

3. Conversion Rates and Sales Performance

Conversion rates help you understand how often technicians turn service opportunities into sold work.

In ServiceTitan, a converted job generally refers to a qualifying completed job that meets the configured sold threshold. That threshold helps determine which jobs count as converted in certain reports.

The distinction between completed jobs and opportunities matters here.

A technician may complete several jobs that don’t qualify as sales opportunities. Including all of those jobs in a conversion calculation can make their performance look worse than it actually is.

When reviewing conversion rates, make sure you’re using the correct metric and comparing similar job types.

The Sales tab in Technician Scorecards also includes close-rate metrics for estimates and sales opportunities. These can be useful when reviewing how technicians present options and follow up on unsold work.

4. Membership Sales and Repeat Service

For HVAC companies and other contractors offering maintenance agreements, membership sales are another useful measure of technician performance.

ServiceTitan’s Memberships scorecard can help managers review membership-related KPIs, including sales and conversion.

This can show whether technicians are consistently discussing maintenance plans with eligible customers.

However, membership sales shouldn’t be viewed in isolation. A technician handling mostly emergency repairs may have different opportunities from someone completing scheduled maintenance visits.

To make sure you're getting the most from your comparisons, review the results alongside job types and customer opportunities.

5. Job Costing and Profitability

Revenue is important, but it doesn’t tell you how profitable the work is.

A technician might generate a high average ticket while consistently using more labor hours or materials than expected.

By reviewing job costing information alongside revenue, managers are able to better understand the relationship between the work completed and the resources used.

This requires accurate labor tracking, material usage, and a properly maintained Pricebook.

If technicians aren’t recording materials or the Pricebook contains outdated costs, job profitability reports may not reflect what the business is actually earning.

Why Your Technician Performance Reports Might Be Wrong

This is where many contractors run into problems with ServiceTitan.

The platform can calculate KPIs and create detailed reports, but those calculations depend on how your account is configured and how consistently your team records information.

Here are some of the most common areas to check when the numbers don’t look right.

Incorrect Business Units and Job Types

ServiceTitan uses business units to organize different parts of your operations, such as HVAC Service, HVAC Install, or Plumbing Maintenance.

Job types help identify the kind of work being performed.

If a job is assigned to the wrong business unit or job type, it can affect how that work appears in your reports.

For Technician Scorecards, this is particularly important. The scorecards use the business units associated with completed job invoice items, rather than simply looking at the technician’s assigned business unit.

Depending on your account configuration, invoice items may use the job’s business unit or have their own business unit assignments.

This means a technician can appear on multiple scorecards if they’ve worked on jobs belonging to different divisions.

Before making decisions based on technician rankings, check that your business units are mapped correctly and that jobs are being sorted consistently.

Incorrect Technician Splits

When several technicians work on the same job, ServiceTitan can use technician splits to determine how much revenue credit each person receives in certain reporting metrics.

For example, if two technicians complete a $2,000 installation, the company might assign 75% of the credit to one technician and 25% to the other.

If those splits aren’t configured or updated correctly, the revenue shown for each technician may be misleading.

ServiceTitan’s Technician Performance report uses split-adjusted revenue for certain metrics, so it’s important to review how credit is being assigned.

This is especially relevant for companies that regularly send multiple technicians to installations or larger service jobs.

Different Reporting Dates

Another common source of confusion is the date range used in reports.

ServiceTitan can use different dates to calculate certain KPIs, including job completion dates and the dates estimates were sold.

Consider a technician who completes a service call in January but whose customer accepts the estimate in February.

Depending on the report and metric you’re viewing, that sale may be reflected differently.

ServiceTitan offers reporting metrics that distinguish between sales within a selected period and results associated with jobs completed during that period.

If your conversion numbers don’t match what you expected, check the metric definitions and date filters before assuming the data is incorrect.

Incomplete Job Information

Even with the right reporting configuration, missing information can create problems.

If technicians forget to record materials, update job statuses, fill out required forms, or select the correct job type, your reports may be missing important details.

The same applies when office staff create duplicate jobs or use inconsistent booking procedures.

ServiceTitan Mobile gives technicians tools to update job information while they’re in the field, but the company still needs precise procedures for how that information should be recorded.

A good place to start is reviewing a sample of completed jobs and checking whether the information matches what actually happened.

How to Use Technician Reports to Improve Performance

Once you’re confident the numbers are reliable, the next step is figuring out what to do with them.

Compare Similar Work

Avoid ranking every technician against one company-wide average.

Instead, compare technicians working in similar business units and handling similar job types.

An HVAC maintenance technician, an installation technician, and a service technician may have very different revenue goals, conversion rates, and daily workloads.

Separating these groups gives you a more useful picture of performance.

Look at Trends, Not Just Individual Days

One difficult day doesn’t necessarily mean a technician is underperforming.

Review results over several weeks or months to identify patterns.

For example, a technician whose average ticket has gradually declined might need additional training on presenting repair options. A technician with consistently low billable hours may be losing time between appointments.

Trends give you a better starting point for investigating the issue.

Review the Jobs Behind the Numbers

If a KPI looks unusual, drill down into the underlying jobs.

Suppose a technician’s conversion rate drops significantly. Instead of immediately scheduling sales training, review a sample of their unsold jobs.

Were the jobs legitimate sales opportunities? Were estimates created and presented? Were customers waiting for parts or approval? Were the jobs categorized correctly?

Sometimes you’ll find a coaching opportunity. Other times, you’ll discover that the reporting setup needs attention.

Fix Operational Problems Before Setting New Targets

Technician productivity isn’t determined by the technician alone.

Poor scheduling, excessive travel between jobs, missing materials, or incomplete customer information can all affect how much work gets completed.

ServiceTitan also has dispatch tools that can help managers review job assignments and technician arrival information. When properly configured, dispatch notifications and native GPS features can also provide better visibility into technician movement and arrival times.

That information can help identify scheduling problems that might otherwise be mistaken for individual performance issues.

Before raising revenue goals or expecting technicians to complete more jobs, make sure the company’s workflows are supporting them.

Start With Reliable Data

ServiceTitan gives contractors plenty of ways to measure performance, but there’s no benefit in tracking dozens of KPIs if the underlying data isn’t reliable.

Start by checking your business units, job types, technician splits, and reporting definitions. Make sure the same procedures are being followed by office staff and field technicians.

Then choose a few KPIs that matter to your business and review them consistently.

If you’re still getting familiar with the platform, our guide to what ServiceTitan does explains how its scheduling, dispatching, CRM, reporting, and other features work together.

Need Help With Your ServiceTitan Reporting?

At Home Service Engine, we help contractors get their ServiceTitan accounts working properly, including reporting, business unit configuration, Pricebook management, and technician workflows.

If your reports don’t match what’s happening in the field, or you’re struggling to get useful information out of ServiceTitan, we can help identify what’s wrong and improve the setup.

Learn more about our ServiceTitan optimization services, or book a call to discuss the issues you’re facing.