Field Service Scheduling & Mobile Dispatch

The problem

Field service businesses running NetSuite usually run scheduling somewhere else. The dispatch board is a spreadsheet or a whiteboard. Technicians get their jobs by WhatsApp or a printed sheet. Time and parts come back as handwritten notes, which someone re-keys days later — if they can read them.

Everything downstream inherits that delay. Invoices go out a week or two after the work, so cash sits in the field. Parts consumed on site are not relieved from inventory until the paperwork arrives, so stock figures are wrong. Warranty versus billable is decided from memory. Margin per job is unknowable because labour hours were never recorded against the job in the first place.

NetSuite already holds the customer, the asset, the contract, the parts and the price list. The gap is the last mile: getting work out to technicians and getting accurate time and materials back the same day.

What ECOSIRE builds

ECOSIRE builds a field service layer inside your NetSuite account using SuiteScript 2.1, custom records and a mobile-friendly Suitelet — no separate system to reconcile.

Work order and job records

A custom Service Job record links the Customer, the service location, the installed asset or equipment record, the originating Case or Sales Order, the contract or warranty entitlement, and the required skills and parts. Job types, priorities and status transitions are configured to your operation. SuiteFlow drives approvals and status changes — dispatch approval, job hold, completion review — so the workflow is visible and editable by your administrators rather than buried in script.

Dispatch board

A Suitelet dispatch board shows unassigned jobs alongside a technician timeline for the day or week. Dispatchers assign by drag or by action, and the board surfaces the constraints that actually matter: technician skill against the job requirement, existing assignments, travel between consecutive sites, subsidiary and territory, and parts availability at the technician's assigned location or van bin. Assignment writes to the Service Job record and, where you use them, creates the related Task and Calendar events so the schedule is visible in standard NetSuite too.

Technician mobile screen

Technicians open a mobile-optimised Suitelet on a phone or tablet — no app store, no device management, authenticated through their own NetSuite role with permissions restricted to their own jobs. From it they can:

• see today's jobs with address, contact, asset history and prior job notes
• travel, start, pause and complete with timestamps captured server-side
• record labour against the job by service item, so it prices from your existing rate structure
• consume parts by scanning or selecting inventory items, relieving from the van or truck location
• record meter readings, checklist answers and failure codes into custom fields
• capture photos and a customer signature attached to the job record
• mark lines as billable, warranty or contract-covered against the entitlement on the record

Offline capture

Field work happens in basements, plant rooms and places with no signal. The mobile screen queues captured work in local browser storage and syncs when connectivity returns, with conflict handling and a clear sync state so a technician always knows what has and has not reached NetSuite. A Scheduled script flags any job stuck unsynced past a threshold so dispatch chases it rather than discovering it at month end.

Straight through to billing

On completion, a Map/Reduce script converts captured time and materials into billing. Labour lines price from the service item and the customer's price level or contract rate; parts price from the item record; travel and call-out charges apply per your rules; contract and warranty coverage suppresses or discounts lines according to the entitlement. The result is a Sales Order or Invoice created directly in NetSuite with the source job referenced on every line, so a saved search reconciles billed revenue back to the work that generated it. Jobs failing validation stop in an exception queue with the reason stated, rather than producing a wrong invoice.

Inventory and costing accuracy

Parts consumed relieve from the technician's location as the job completes, so van stock reflects reality and replenishment works from real numbers. Labour cost and parts cost land against the job, making margin per job, per technician, per contract and per customer reportable through standard saved searches and datasets.

Multi-subsidiary and multi-currency

In OneWorld, jobs, technicians, locations and billing respect subsidiary boundaries, with the invoice raised by the correct legal entity in the correct currency. Custom segments can classify jobs by service line, region or contract type for reporting across the whole operation.

Who this is for

Equipment maintenance, HVAC and refrigeration, industrial and medical equipment service, facilities management, telecoms and utilities contractors, and installers who service what they sell. It fits companies whose technicians are already NetSuite-licensed or can be, and whose billing complexity — contracts, warranty, mixed time and materials — is exactly what a generic scheduling tool cannot handle.

How delivery works

1. Scoping call. We walk your job lifecycle end to end: how work arrives, how it is scheduled, what a technician must capture, how each line becomes billable, and how contracts and warranty change the answer. We review your item setup, locations, roles and subsidiary structure.

2. Fixed quote. A written scope with a fixed price, a delivery window and explicit exclusions. No work starts until you approve it.

3. Build. Development runs against your sandbox, version-controlled as an SDF project.

4. Install in test. Deployed to your sandbox as an unmanaged bundle or SDF deployment. Your dispatchers run a real week of jobs and your technicians use the mobile screen on their own devices, including a deliberate offline test. Billing rules are validated by comparing generated invoices against what you would have raised manually — this is where field service builds succeed or fail.

5. Install in production. After written sign-off we deploy to production, configure roles, locations and script deployments, and support the first live dispatch day on the call.

6. Support. A defect-fix support window from go-live. New job types, additional checklists and further integrations are quoted separately.

What you own

Unobfuscated SuiteScript source, the SDF project, the custom records and segments, the Suitelets, the workflows and the deployment configuration — installed in your account and owned by you. No licence server, no external dependency, nothing that stops working if we do.