Technician Pay and Performance
The Pay and Performance sections of a technician's profile show their compensation setup and customer feedback history. Use them to review pay rates, update service-specific overrides, and track scorecard and inspection results over time.
Who Can Access This
| Role | Compensation | Performance | Payroll History |
|---|---|---|---|
| Payroll Admin | Full access | Full access | Full access |
| Administrator | Not visible | Full access | Not visible |
| Office | Not visible | Full access | Not visible |
| Sales | Not visible | Full access | Not visible |
| HR Admin | Not visible | Full access | Not visible |
| Field Technician | Not visible | View only (own profile) | Not visible |
Technician pay (pay rates, the pay structure grid and payroll history) is visible only to users with the Payroll Admin add-on. An Administrator needs Payroll Admin added to their account to see or edit it. If you have none of the Pay sections, the Pay group does not appear in the profile's navigation.
The Compensation section may need to be enabled for your company. If you don't see it, contact your administrator to check your feature settings.
Opening Pay and Performance
- Go to Office > Technicians.
- Click a technician's name to open their profile.
- In the left navigation, select the section you need:
- Pay → Pay Structure for the Compensation section (pay rates and the scope-of-work grid).
- Pay → Payroll History for past pay periods.
- Performance → Customer Feedback or Performance → Inspections for the Performance section.
There is no longer a single Pay & Performance item in the navigation. Pay and Performance are now separate groups.
Compensation Section
The Pay Structure section appears when compensation is enabled for your company and you have the Payroll Admin add-on. Both the base rates and the scope-of-work pay grid live together under one Pay Structure section, as two side-by-side cards: Pay Rates and Pay Structure. This matches how V2 groups pay information, so the scope-of-work grid is no longer a separate nav item.
Older links to the previous Service Pay Overrides section automatically redirect to Pay Structure.
Pay Rates
The Pay Rates card shows the technician's base compensation details:
| Field | Description |
|---|---|
| Pay Type | Salary when an Annual Salary is set, otherwise Hourly (or Fee-Split for older records with split percentages) |
| Hourly Rate | The technician's Hourly Rate per hour, or — if none is set |
| Max Hourly Rate | Upper pay ceiling, if set |
| Minimum Wage | This technician's own minimum hourly wage, if set (see below) |
| Salary | The Annual Salary per year; shown only when Pay Type is Salary |
| Overtime Rate | Overtime pay rate (shown as N/A if not applicable) |
| PTO Policy | Name of the assigned PTO accrual policy |
Click the pencil icon in the card header to open the Edit Technician drawer scrolled directly to the Pay Structure block, highlighted for you. The drawer includes a dedicated Compensation subsection with additional payroll fields such as overtime rules and bonus eligibility.
Minimum Wage and Min Hourly Rate
Minimum Wage on the Pay Rates card and Min Hourly Rate ($) in the Edit Technician drawer are the same field. Setting it in the drawer changes what the card shows. In payroll, the technician is paid at least whichever is higher — this value or your company's minimum wage — so it can raise the technician's floor above the company minimum but not lower it. The company minimum is set in Payroll Options under Wages & Rates → Minimum Wage (Per Period).
How trainees are paid
The rates on this page don't apply to a job where the technician's Team Position is Trainee. Trainees are paid the company's Trainee Hourly Wage x their hours on the job, set under Wages & Rates in Payroll Options. See Trainee pay.
Pay Structure (Scope-of-Work Grid)
The Pay Structure card lists job-specific pay rates that differ from the technician's base rate. Rates are grouped by scope of work category, and each cell is a clickable link that opens the row for editing. Each row shows:
| Column | Description |
|---|---|
| Scope of Work | The service type name |
| Solo Pay | Rate when working alone ($ for hourly, % for commission) |
| Captain Pay | Rate when leading a team |
| Teammate Pay | Rate when working as a team member |
| Travel Pay | Hourly rate ($) for clocked time that wasn't job time (drive and office time) on days the technician works this scope, whatever its pay type. A day with several scopes pays the highest rate. Trainees get the Trainee Hourly Wage instead. |
Adding a Service Pay Override
- Click Add Pay in the card header.
- Select the Scope of Work from the dropdown (only service types without an existing entry are shown).
- Enter the pay values for Solo Pay, Captain Pay, Team Pay, and Travel Pay.
- Click Save.
Editing a Single Override
Click any row in the table to open the Edit Pay Entry dialog. The scope of work is shown as read-only. Update any pay value and click Save Changes. To remove the override entirely, click Delete and confirm.
Bulk Editing Multiple Overrides
When multiple overrides exist, use Bulk Edit to update several at once:
- Click Bulk Edit in the card header.
- Choose Apply To — select All Service Types or a specific scope group.
- Enter values for the fields you want to change. Leave a field blank to keep existing values.
- Click Apply to N entries.
Performance Section
The Performance section is always visible and shows two cards: Customer Feedback and Inspections.
Customer Feedback
This card displays scorecard data collected from customers after completed jobs.
Stats Grid
Four summary tiles show metrics for a selected time period:
| Tile | Description |
|---|---|
| Score | Average star rating (1–5 scale) for the period |
| Scorecards | Total number of scorecards received |
| 5-Star | Count and percentage of 5-star reviews |
| Response | Scorecard response rate (scorecards ÷ jobs) |
To change the time period, click Change Range and choose from:
- This Month
- Last 30 Days
- Last 90 Days
- Last 180 Days
- This Year
- Last 365 Days
Efficiency by Scope of Work
Below the stats, small badges show the technician's efficiency percentage by service type. Color indicates performance: green (100%+), amber (90–99%), or red (below 90%).
Scorecard Table
The full scorecard list shows each customer review with:
| Column | Description |
|---|---|
| Date | Job date — click to open the Job Detail drawer |
| Rating | Star rating (1–5) |
| Customer | Customer name — click to open the Customer Details drawer |
| Home | Property name — click to open the Customer Details drawer |
| Service Set | Service type performed |
Working with the scorecard table:
- Sort by date — click the Date header to toggle ascending or descending order.
- Expand comments — click a row to expand it and read the customer's written comment.
- Expand All / Collapse All — use the buttons above the table to expand or collapse all rows that have comments at once.
- Exclude from metrics — click the eye icon on any row to exclude that scorecard from the technician's calculated average. Click again to include it. Excluded scorecards appear dimmed.
- Paginate — use the page size selector (10 / 25 / 50) and Previous / Next buttons to navigate long scorecard histories.
Inspections
The Inspections card records quality inspections performed on this technician's jobs.
Header stats:
- Pass Rate — percentage of inspections graded passing (grades A, B, C, Pass, or Passed). Color-coded: green (80%+), amber (60–79%), red (below 60%).
- Total — total inspection count.
Inspection table columns:
| Column | Description |
|---|---|
| Date | Date the inspection was conducted |
| Grade | Pass/fail grade with color badge (green = pass, red = fail) |
| Customer | Customer name — click to open the Customer Details drawer |
| Home | Property name — click to open the Customer Details drawer |
| Service Set | Service type inspected |
| Job Date | Date of the associated job — click to open the Job Detail drawer |
Click any inspection row to expand it and view the inspector's name and notes.
Payroll History
Open Pay → Payroll History in the technician's profile. It shows a complete record of past pay periods for the technician.
Summary Cards
When payroll history exists, four summary cards appear at the top:
| Card | What it shows |
|---|---|
| Latest Period | Gross pay for the most recent pay period |
| Avg Per Period | Average gross pay across all periods |
| Avg Hours | Average hours worked per period |
| Total Jobs | Total job count across all periods (with per-period average) |
Payroll History Table
Below the summary cards, a paginated table lists every pay period:
| Column | Description |
|---|---|
| Pay Period | Start and end dates for the period |
| Gross Pay | Total gross pay for the period |
| Hours | Total hours worked (regular + overtime) |
| Travel | Travel hours for the period |
| Jobs | Number of jobs completed |
| Days | Number of days worked |
Click any row to open a detailed breakdown showing the technician's day-by-day pay, hours, and job activity for that period.
Use the page size selector (10 / 25 / 50) and Previous / Next buttons to navigate long payroll histories.
If no payroll history is available, the table shows an empty state message.
Pay Structure and Performance may need to be enabled for your company. If you do not see them on a technician's profile, contact your administrator to check your feature settings. Payroll History does not depend on a feature setting.
Tips
- Compare periods — use Change Range to see if a technician's scorecard score has improved from last month to last 90 days.
- Exclude outliers — if a scorecard reflects a situation outside the technician's control, exclude it from metrics so it does not affect their rating unfairly.
- Bulk edit when pay changes — when base service pay rates change company-wide, use Bulk Edit on each affected technician rather than editing overrides one at a time.
- PTO Policy links to accruals — changing the PTO Policy here affects how the technician accrues paid time off going forward. See PTO Policies for setup.
Troubleshooting
The Compensation section is not visible
Either the Compensation feature is not enabled for your company, or your account does not have the Payroll Admin add-on. Technician pay is hidden from every other role, including Administrator. Contact your administrator.
Service Pay Override pay type shows % instead of $
The service type is configured as commission-based rather than hourly. This is set at the company level in scope configuration, not on the technician profile.
A scorecard shows a dash for the score
The scorecard was excluded from metrics. Click the eye icon on that row to include it again.
Efficiency badges are not showing
Efficiency data is calculated from completed jobs in the selected period. If no jobs were completed in that range, efficiency badges will not appear.
Inspection pass rate appears lower than expected
Check whether some inspections are graded with grades that fall outside the passing range (A, B, C, Pass, Passed). Non-standard grades are treated as neither passing nor failing and excluded from the pass rate calculation.
Related Articles
- Technician Profile Workspace - Overview of all eight profile sections
- Technicians Overview - Main Technicians page and daily workflow
- PTO Policies - Configure accrual policies assigned to technicians
- PTO Request Drawer - Submit time-off requests for a technician