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NIGHTSHIFT
Today Dispatch Closeout Purchase Orders Fab Shop Inventory Warranties Truck Loadout
Glass Doctor · Lexington
Field Ops·Skills catalog

Skills & certifications

Source of truth for tech skills. Doc reads this when routing jobs autonomously. Lives in Field Ops for now — relocates to People in the next architecture pass.
Skills tracked
8
across 5 categories
Certified techs
7100%
all techs hold ≥1 active cert
Expiring <90d
3re-cert needed
CRL hardware, OSHA, lift
In training
4
Storefront x2 · Auto x1 · Lead x1
◆ Skills are earned in Tech Lab — not edited here
Every skill on this catalog is tied to a training track + exam in Tech Lab (People module). When a tech passes the exam, their level updates here automatically and Doc starts routing them. Re-certs, ride-alongs, and CSAT-based retention rules feed the same pipeline.
1. Train
Tech Lab module
videos, ride-along, mod check-offs
2. Exam
Pass written + practical
scored ≥85% to advance
3. Skill
Level updates here
Trainee → Apprentice → Cert → Lead → Master
4. Dispatch
Doc routes accordingly
filter on level + recency
Open Tech Lab →
Skill catalog
Click any skill to manage definition + see who's certified · linked to Tech Lab track
install Frameless shower install
SKILL-001
Required for: shower job-type · used by Doc when routing shower installs and recall swaps · 80hr training to Certified, 200hr to Lead
Trainee› Apprentice› Certified› Lead› Master
5 active certs · 1 lead · 0 masters Chris · Tia · Sam
install IGU window — residential
SKILL-002
Required for: window_igu residential · double-hung, casement, bay configs · 40hr training to Certified
Trainee› Apprentice› Certified› Lead› Master
7 active certs · 2 leads · 0 masters All techs
commercial Storefront — commercial
SKILL-003
Required for: commercial storefront · aluminum + tempered + IGU combos · OSHA-30 prerequisite · 160hr to Certified
Trainee› Apprentice› Certified› Lead› Master
2 active certs · 1 lead · risk if Marcus PTO Marcus · Jake
response Emergency response — same-day
SKILL-004
Required for: emergency · storefront glazing · NAGS pricebook trained · safety film cert
Trainee› Apprentice› Certified› Lead› Master
2 active certs · 1 lead Devon · Reggie
install Mirror install
SKILL-005
Required for: mirror jobs · gym walls + bath + closet · 20hr training to Certified
Trainee› Apprentice› Certified› Lead› Master
5 active certs · no lead path defined yet Chris · Tia · Sam · Marcus · Jake
emergency Emergency board-up
SKILL-006
Required for: emergency calls · plywood, tarps, temporary glazing · always paired with on-call rotation
Trainee› Apprentice› Certified› Lead› Master
4 active certs Devon · Reggie · Tia · Sam
measure Custom measure (shower / commercial)
SKILL-007
Required for: measure visit on shower + commercial. Tighter tolerances than standard residential.
Trainee› Apprentice› Certified› Lead› Master
4 active certs · 1 lead Chris · Tia · Marcus · Jake
safety OSHA-30 (commercial prerequisite)
SKILL-008
External cert · required for any commercial site · 30 hours · annual refresher
Trainee› Apprentice› Certified› Lead› Master
⚠ Marcus expires May 12 · re-cert needed Marcus · Jake · Sam
Tech × skill matrix
7 techs × 8 skills · click any cell to edit · color = level
Tech Frameless shower IGU resi Storefront com. Emergency Mirror Emergency Measure OSHA-30
CB
Chris Bailey
Field Tech · 4yr
L
C
+
—
C
—
L
+
MD
Marcus Delgado
Field Tech · 8yr · commercial
—
L
L
—
C
—
C
⚠
DP
Devon Parker
Emergency · mirror · igu · 3yr
—
C
—
L
C
L
—
—
JR
Jake Robinson
Field Tech · 6yr · commercial
—
C
C
—
C
—
C
C
SO
Sam Ortiz
Field Tech · 2yr
C
C
A
—
C
C
C
C
TN
Tia Nguyen
Field Tech · 1yr
C
C
—
—
C
C
C
—
RW
Reggie Watson
Emergency · igu · storefront · 5yr
—
A
—
C
—
C
—
—
T Trainee A Apprentice C Certified L Lead M Master ⚠ Expired / re-cert + Eligible · click to enroll — Not in role path
◆ How Doc dispatches autonomously — six factors, transparent score
Routing example: Pritchard guest bath shower install · Tue Apr 29 · 7a–12p
Required
Frameless shower install ≥ Certified · Fayette territory · Tue 7a–12p window
Hard filter
3 candidates pass · Marcus filtered (no shower cert) · Jake filtered (commercial path)
Six-factor score (weights configurable)
Tech Skill Drive Continuity Cust. pref Workload Sales fit Total
◆ Chris Bailey Lead
3d recent		 11 min
on route		 ✓ measured 4/22 ★ preferred 31h booked
target 36h		 install — n/a 98
Tia Howard Certified
12d recent		 19 min
+8 detour		 — first visit — no record 12h open
underbooked		 install — n/a 87
Sam Nguyen Certified
21d recent		 28 min
cross-county		 — — 28h booked install — n/a 79
Auto-assign Chris. Locks because: he measured this exact job 4/22 (continuity), customer flagged him as preferred on the install request, he's on a Fayette route already (11 min add), and he's slightly under his weekly hour target. Dispatcher can override; override reason captured for the model.
Routing example: O'Connell estimate · high-revenue lead · sales-fit weighted
When the job type is estimate, Doc reweights toward close rate by tech × job type. For this $14k frameless walk-in lead, Greg (62% close rate, 4.92 CSAT) ranks above Chris (48% close, faster drive) — sales fit beats drive time on this dispatch.
◆ Greg · 96 score · close 62% Chris · 84 · close 48% Tia · 71 · close 31%
Customer preferences in play this week
Doc honors customer preference flags on every dispatch. Active flags:
  • Pritchard (Lexington 40502): ★ Chris preferred · gate code 4471 · golden retriever (friendly)
  • Bayer Properties (commercial): requires OSHA-30 + Spanish-speaking on crew · Marcus only qualifying tech right now → single-point risk
  • Mrs. Caldwell (40517): do-not-send Jake (prior complaint 2025-08) · auto-blocked
  • Hopkins (40503): requires female tech in home · Tia or Maria
Risk callout: Storefront depth too shallow
Only Marcus + Jake hold Storefront-Lead (and Marcus's OSHA-30 expires May 12). If Marcus takes PTO during a commercial-heavy week, no Lead is available. Recommend Sam complete Storefront-Cert (60hr training remaining).
Skill actions
New skill
Edit autonomous routing rules
Export expiring certs
Navigate
Open Chris Bailey
Go to Team module