Measures the percentage of a technician’s available work hours spent on productive service activities.

What it Measures ?

How much of a technician’s time is used.

Relevant StakeHolders 

Workforce Planning, Ops Team

In-depth Use Case / Real-world Example

Technician Utilization Rate is calculated by dividing the actual service time by the total available time for a technician. For example, if a technician has 160 available hours and works 120 hours on productive service, the utilization rate is 75%. This KPI is key for ensuring that service teams are effectively utilized, without being overburdened or underutilized. High utilization indicates that resources are being optimally allocated.