Glossary
Plain-language definitions of the terms that run the trade.
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Terms explained in depth
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Billable Hours
The hours a technician can actually charge to customers, after subtracting drive time, admin, training, and idle time.
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First-Time Fix Rate
The share of jobs resolved on the first visit, without a return trip.
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Flat-Rate Pricing
Charging one set price for a defined task regardless of how long it takes.
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Gross Margin
The share of revenue left after subtracting the direct cost of delivering the work, labor and materials, usually expressed as a percentage.
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Labor Burden
The cost of employing a technician beyond their wage: taxes, insurance, benefits, vehicle, and tools, usually expressed as a percentage of wage.
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Markup
The amount added to the cost of materials or parts to cover sourcing, handling, and overhead, expressed as a percentage of cost.
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Service Agreement
An ongoing arrangement where a customer pays for scheduled maintenance visits, often in exchange for priority service and discounts.
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Technician Utilization
The share of a technician's paid time spent on billable work versus idle, drive, or admin time.
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Work Order
The plan and record for a specific technician assignment: what to do, where, and what was actually done, including notes and photos.