There are two ways to run Field Service:

Just hope that the “first available”tech sticks the landing. Ooooor design a flow where the right certified person shows up with the right parts, proves the work on mobile, and finance invoices without drama.

We like the second path a little bit more. We believe that it’s always about creating a system that works for you and less about just crossing your fingers and hoping it works out.

Here’s how we did that for a DAS engineering firm, and maybe what we can do for you.

Quick overview of the client and project

• Industry: In-building wireless, Distributed Antenna Systems engineering and deployment
• Scale:294+ projects, 140+ experts, operating in 28+ states,
• Field force: 80+ field reps, 60+ vehicles
• Annual revenue: 21.1M USD in 202X
• Previous systems: Sage, QuickBooks, ServiceTitan or SimPRO
• NetSuite footprint: Core financials and operations. FSM deployed in SBX and PROD by Salora ERP
• Program model: Prime partner on the broader rollout. Salora ERP engaged as the FSM specialist

Timeline at a glance

• Phase 1 build and go-live: May 26, 202X to June 27, 202X
• Hypercare: Immediately post go-live, continuing through stabilization
• Phase 2: Planned enhancements following stabilization

The problem we set out to solve

They already lived in NetSuite for finance and operations, but dispatch and proof-of-work sat outside or scattered. That meant skills were hard to respect at scale, photos and signatures were not reliably tied to jobs, and time and parts did not flow cleanly to Sales Orders or Projects. The result was avoidable revisits and slower billing.

So we set a simple goal carried through every design choice: get the right person to the right job with the right kit, capture irrefutable evidence on mobile, and land every minute and material in the correct bucket for finance.

Clear requirements, objectives, and timeline

What had to be true

• Respect skills, certifications, calendars, and regions so the right technician is dispatched every time.
• Capture proof-of-work on mobile, including time, parts and consumables, photos, and signatures.
• Land labor and materials cleanly on the correct Sales Order or Project for billing and cost tracking.
• Maintain asset history and tie inventory usage to jobs and replenishment.
• Deliver with governance: roles and permissions, QA and UAT, cutover, and post–go-live hypercare.

What we did, how we did it, and why it mattered

Designed dispatch around reality. We started by mapping the field org into NetSuite: people, calendars, certifications, and regional coverage. That gave the scheduler real constraints to work with, not a “first available” guess. Skills-aware rules mean the tech who shows up can legally and safely do the job, which reduces rework and warranty claims before they start.

Named the work so we could measure it. We standardized a job taxonomy across the business: Break-Fix, Install, Survey or Inspection, Warranty. Each type came with its own statuses, checklists, and evidence expectations. Once work is named consistently, you can see cycle time, revisit rate, and parts usage by type. That clarity is what lets leaders actually tune the operation.

Made mobile the source of truth. The field app became the front door for time, parts, photos, and signatures. We introduced a dedicated service item for time entry and ensured all capture flows to the right Sales Order or Project. This is how “proof-of-work” turns into defensible invoices and clean job cost without a second system or manual reconciliation.

Connected assets and inventory to the work. We created FSM location assets and aligned customer assets so every visit adds to service history. Parts consumption on a job can now inform replenishment for the next one. It sounds simple, but this is how you move toward first-time-fix at scale.

Cut over with guardrails, not chaos. We validated in SBX, ran QA and UAT with real scenarios, trained end users, then executed a clean cutover to PROD. The goal was day-one adoption and zero surprises for finance. Mapping FSM statuses to downstream records meant controllers could see work in progress, not just a pile of unbilled service orders.

Hypercare: how we stabilized and scaled

Right after go-live, we shifted into a focused hypercare rhythm:

• Daily triage stand-ups to clear blockers for dispatchers and techs.
• Watchlist KPIs like unbilled SWOs, days-to-invoice, and revisit rate, reviewed twice weekly.
• Search and dashboard kit for Ops and Finance so leaders could self-serve instead of waiting on reports.
• Office hours for field supervisors and schedulers to reinforce new habits and collect feedback.

Hypercare wasn’t about tickets. It was about teaching the organization to see its field work and cash flow in the same frame.

What we’re planning for Phase 2

With the foundation in place, Phase 2 focuses on speed, quality, and cash:

• Parts-ready dispatch: van-stock design, kitting by job type, and replenishment triggers tied to consumption.
• SLA-aware scheduling: visual flags and escalations for at-risk commitments.
• Warranty and rework guardrails: reason codes and posting rules so no-charge work is visible and learnable, not invisible leakage.
• Ops and Finance dashboards: live views for unbilled SWOs, days-to-invoice, and warranty trend, with drill-downs to tech, region, and job type.
• Field UX refinements: required photo sets, safety checklists by job type, and barcode capture to make compliance feel effortless.

If you’re weighing NetSuite FSM, this is the pattern we’d bring to your team: a dispatch model grounded in skills and regions, mobile proof-of-work that finance trusts, and a rollout that sticks because it’s governed end to end.