1
Click on Book New Job
To start creating a repair booking, click the “Book New Job” button. This opens the job creation screen where you can enter the customer’s details, appliance information, and schedule the repair visit.
Learn how to quickly create a new appliance repair booking in ServiceMate. This guide walks you through adding the customer, entering the appliance details, recording the reported fault, scheduling the visit, and assigning the job to an engineer so the repair can be handled efficiently.
2
Enter the Customer’s Name
Start typing the customer’s name into the Customer Name field. If the customer has used your service before, ServiceMate will automatically show matching records that you can select to quickly populate their details. If no match appears, you can continue entering the information to create a new customer record.
3
Enter the Customer’s Mobile Number
Enter the customer’s mobile phone number in the Mobile Number field. This allows the engineer or office to contact the customer if needed and enables ServiceMate to send appointment confirmations, updates, and notifications via SMS or other messaging channels.
4
Enter the Postcode
Enter the customer’s postcode in the Postcode field. ServiceMate will use this to look up the address and allow you to select the correct property from the list, helping ensure the job is booked to the right location.
5
Enter the Email Address (Optional)
Enter the customer’s email address in the Email field. This allows ServiceMate to send booking confirmations, appointment reminders, and updates about the repair directly to the customer.
6
Add what3words (Optional)
If available, enter the customer’s what3words location. This provides a precise location for the property, which can be especially useful for new builds, rural properties, or addresses that may be difficult to find using a postcode alone.
7
Select the Job Type
Choose the appropriate Job Type for the repair, such as Chargeable, Recall, or Goodwill. This determines how the job will be handled and billed. Job types can be customised and managed at any time within the Settings area of ServiceMate.
8
Select the Appliance Type
Choose the Appliance Type that requires repair, such as a washing machine, dishwasher, oven, or fridge freezer. This helps ensure the job is categorised correctly and allows engineers to quickly understand what type of appliance they will be working on.
9
Select the Appliance Make
Choose the Appliance Make (manufacturer) from the list, such as Bosch, Hotpoint, Samsung, or Beko. Selecting the correct make helps engineers identify the appliance and ensures accurate reporting and parts ordering later in the repair process.
10
Enter the Fault Description
Enter a clear description of the fault reported by the customer. This should include any symptoms or issues the customer has noticed, such as unusual noises, leaks, error codes, or the appliance not starting. Recording accurate details helps the engineer better prepare for the repair visit.
11
Enter the Callout and/or Labour Fee
Enter the callout fee and/or labour fee that will apply to the repair. This allows ServiceMate to record the expected charges for the job and ensures the correct pricing is applied when the work is completed and invoiced.
12
Click on Continue to Job Card
The job has now been successfully created and will automatically be assigned the status “Awaiting Schedule.” In the next steps, you’ll select a suitable date and time for the repair visit and assign the job to an engineer.
13
Click the Visits Tab
To schedule the repair appointment, click the Visits tab within the job. This is where you can create and manage engineer visits, including selecting the date, time slot, and assigned engineer.
14
Click on Book Visit
Click the Book Visit button to create a new appointment for the job. This will open the visit booking screen where you can choose the repair date, time slot, and assign the visit to an engineer.
15
Select the Requested Date
Choose the date requested by the customer for the repair visit. Dates that are unavailable will be blocked out, based on engineer availability and scheduling rules.
Availability is managed through engineer profiles in ServiceMate, where you can configure settings such as maximum jobs per day, postcode coverage areas, and engineer skillsets. This ensures only valid appointment slots are available when booking visits.
16
Select an Engineer
Choose an engineer to assign the visit to. The engineers shown are automatically filtered to only display those who are available on that day and authorised to work in the customer’s postcode for the selected appliance type and make.
Each engineer also shows key scheduling information, including distance from the customer’s address, distance from their nearest existing job that day, total job capacity for the day, how many slots are already used, and how many remain available.
17
Enter Special Instructions (Optional)
Add any special instructions provided by the customer. This could include requests such as calling 30 minutes before arrival, gate or entry access details, parking information, or any other notes the engineer should be aware of before attending the property.
18
Click on Schedule & Book
Once all visit details have been entered, click Schedule & Book to confirm the appointment. The visit will then be added to the engineer’s schedule and the job will update to reflect the newly booked repair visit.
The repair job is now fully booked. The visit has been scheduled and is automatically added to the engineer’s diary and calendar, ready for them to attend on the selected date.
