Why your technician is only “working” 60–80% of the day

Technician utilization is the share of a technician’s paid hours spent on actual service work, rather than driving, paperwork, or waiting. ServiceTitan frames it as a core measure of a field-service operation’s health.

The numbers are humbling. Even strong operations land in the 60–80% range — meaning a fifth to two-fifths of a paid day never reaches a customer’s appliance. Push utilization too high and quality slips; too low and the business bleeds money.

Someone pays for that gap, and often it is the customer. Idle and travel time get baked into hourly rates and trip fees, so inefficiency upstream shows up as a bigger number on your invoice.

OwnWise can’t reschedule a technician’s route, but it removes a big slice of wasted effort: by diagnosing the fault and naming the part before the visit, it cuts the back-and-forth that turns one repair into two — and keeps more of what you pay aimed at the actual fix.