Resource Planing
Resource Planing

Service Engineer Management

You can add efficiency to planning the work of your service engineers by monitoring and analyzing their workload in terms of time periods, enterprise divisions and jobs (work orders). Also, this will help to correctly prioritize tasks according to their labor intensity. A common problem is the interaction between the production and maintenance teams. It is especially true when repair shops exist as separate units, but this does not mean that a single shop for both teams is an ideal solution. In fact, in a single shop there is little transparency about the issues; instead, they are solved individually by the shop supervisor.

To improve this interaction, you need a solution similar to that used by Western service companies: divide the employees into two groups. One group will be responsible for interaction with production units, i.e. maintenance ‘customers’, and the other will be responsible for repairs. In this case, the ‘interactors’ must be authorized to allocate budgets and schedule the work. And the technicians are responsible for high-quality execution of the work order.

System functionality:

  • Adding data on planned and actual labor intensity to work requests (per employee);
  • Automated calculation of labor intensity for work orders;
  • Generating reports on staff workload.


  • Labor intensity analysis.

SmartEAM provides several approaches to maintenance management:

  • Automatic work dispatching system. First, employees responsible for repair should be assigned in the system. In case of an issue, the responsible person will be notified and a work request will be generated;
  • Maintenance staff can choose work requests. First, a notification of the need for repair work is sent to the maintenance team. Then, each team member can choose from the work requests by themselves;
  • New position: maintenance manager. With the SmartEAM tools, he will distribute work requests among the maintenance staff.