Service Field Team

Service Expert Hourly Pay Policy

This document outlines how Service Experts are compensated for hourly work, including clock-in/clock-out procedures, callback tracking, travel, and pay schedule. This policy is separate from the Service Expert Commission Plan, which governs quarterly commission earnings.

Service Expert Compensation Package

This document outlines how Service Experts are compensated for revenue production, Comfort Advisor collaboration, memberships, reviews, hourly procedures, payout timing, and pricing requirements.

Non-Standard Box Pricing

The Workiz price book covers standard Winsupply pricing - built for our normal, everyday parts and equipment. It's not built to handle outliers: manufacturer-specific parts, high-cost specialty equipment, or boxes where the part cost swings a lot depending on brand or availability. This sheet is for those outliers.

Standard Cost Matrix - Pricebook Reference

Warehouse Warranty Process – Technician SOP

This process ensures warranty parts are tracked correctly, credited properly, and never lost in the warehouse. Warranty failures are only recoverable if they are communicated, documented, and labeled.

Callback SOP - Second-Visit Execution

This SOP exists to protect you, the customer, and the company during callback visits. Callbacks are not automatically failures. Most issues come from overlooked variables, scope decisions, or declined recommendations. This process ensures we verify CYA first, then correct the issue professionally.

Service Call Execution - In-Home Flow

This document defines the required in-home service call flow for Service Technicians at Gold Eagle Services. This is the physical call sequence inside the home, separate from Workiz clicks. Every service call must follow this order to ensure consistency, thorough diagnostics, indoor air quality awareness, and a 5‑star customer experience.

Workiz Workflow

This document defines the Workiz workflow for Service Technicians at Gold Eagle Services. Consistent use of Workiz protects the company, supports customer communication, documents system conditions, and ensures clean handoffs between service, sales, and office teams.

MEMBERSHIPS

Memberships are not an add-on. They are one of the most important tools we have to protect systems, reduce breakdowns, and take care of customers the right way. As a service technician, you see the system more often and more honestly than anyone else. Your job isn’t to “sell a plan” - it’s to help the customer own their system instead of reacting to it.

SELLING IAQ PRODUCTS

This article explains how technicians should understand, identify, and sell Indoor Air Quality (IAQ) products appropriately. IAQ should solve real, observable problems and be positioned calmly and logically. The goal is to improve cleanliness, comfort, and system longevity—without fear-based selling or unnecessary escalation.