Field Nation Customer Service: A Practical, Professional Guide

Overview of the Field Nation customer service model

Field Nation operates as a two-sided marketplace connecting enterprise buyers and independent field technicians (suppliers). Customer service here includes platform support for transactional issues (bookings, payments, disputes), operational support (scheduling, site access, safety questions), and API/integration support for enterprise accounts. Because the marketplace model creates interdependent workflows, effective customer service combines platform tooling, human mediation, and clear contract terms.

This guide focuses on how to use Field Nation’s customer service channels effectively, what to expect during common incidents, and practical escalation and measurement practices that reduce downtime and financial friction. Wherever possible, align expectations in your Statement of Work (SOW) or purchase order; that alignment is the single most important control for predictable support outcomes.

Support channels, SLAs, and response expectations

Field Nation provides in-platform messaging, an online help center, and dedicated account support for enterprise customers. For buyers with managed accounts, enterprise SLAs are contractually defined and may include 24/7 phone escalation and named account managers. For general users, the realistic operating expectation is: use in-platform messages for routine coordination, open a support ticket for disputed invoices or no-shows, and escalate to your account representative for unresolved or high‑impact issues.

Recommended response-time expectations (operational targets, not guaranteed commitments): initial acknowledgement for P1 incidents within 1 hour, substantive action for P2 within 4–8 business hours, and full resolution for routine issues within 24–72 hours. Always capture timestamps and supporting evidence (photos, technician arrival logs, site contact names) when you open a ticket — these materially accelerate resolutions.

Common issue categories and precise resolution workflows

Booking and scheduling changes: If a technician cancels or is late, first update the job status in-platform and message the technician. If the job cannot be completed, create a Replacement Request immediately and attach the original SOW, PO number, and any site restrictions. For enterprise buyers, request a same-day or next-business-day replacement in the job notes and mark the ticket as high priority.

No-shows, safety incidents, and site access failures: Capture objective evidence — timestamps, photos, security logs — and enter a Safety/Incident report in the platform. If a technician is unsafe or the site refuses access, suspend the job and notify your Field Nation account manager; don’t attempt to push technicians into unsafe conditions as this creates liability. For incidents involving property damage or injury, follow your organization’s incident escalation protocol and preserve all records for insurance and audit.

Invoice disputes and payment issues: Before opening a dispute, reconcile the technician’s completed work record (timesheet, signed site form, photos) with the purchase order and SOW. When you open a dispute, attach the PO, job completion evidence, and a concise reason (e.g., “work incomplete — only rack inspection performed, not full replacement”). Field Nation typically acts as mediator: expect the initial mediation cycle to take 3–10 business days depending on evidence complexity. For high-value discrepancies (>$5,000) get your procurement or legal team involved early and copy your account manager.

Guidance for technicians (suppliers): onboarding, payments, and disputes

Onboarding typically requires identity and tax verification (W‑9 or local equivalent), proof of insurance, and any client-specific certifications. Maintain an up-to-date profile with accurate skills, equipment, and certifications — 60–70% of booking matches are automated based on profile data and past performance. Keep digital copies of certifications and upload them to the platform to avoid last-minute disqualifications.

Payment cadence is variable and depends on buyer terms and whether Field Nation is used as a pay agent. Best practice: submit completed job documentation immediately (signed work log, photos, site contact details) to minimize payment friction. If a payment is delayed beyond your expected term, open a support ticket with the invoice number and attach the complete job record; escalate to your account rep if not resolved within 10 business days.

Guidance for buyers (clients): procurement, compliance, and auditability

Embed clear SOWs, site requirements, and PO numbers in each job request. Require technicians to provide site-specific safety certifications and insurance certificates before arrival. Use staged acceptance criteria on the job (e.g., “Phase 1: replace faulty switch; Phase 2: verify connectivity for 24 hours”) so acceptance is unambiguous and invoice disputes are rare.

For audit and controls, export job histories and invoices monthly and reconcile them against your AP system. If you integrate Field Nation with ITSM platforms (ServiceNow, BMC, etc.), map data fields for job ID, PO, site contact, and invoice number so downstream finance and security reviews are automated and timely.

KPIs and best practices to measure customer service effectiveness

• Initial response time: target <1 hour for P1 incidents, <4 hours for P2.
• First Contact Resolution (FCR): aim for >75% for routine scheduling and informational requests.
• Dispute resolution time: target median <7 business days; track outliers over 30 days.
• On-time arrival/completion rate: target >90% for scheduled windows; measure by site arrival timestamp vs. scheduled start.
• Invoice accuracy rate: target >98% match between billed and approved items when SOW/PO is enforced.

Implement weekly dashboards that combine these KPIs; assign owners for each metric (ops lead for scheduling, procurement for invoice accuracy, safety officer for incident follow-up). Continuous improvement cycles every quarter reduce dispute volume and lower average resolution times.

Escalation path and sample communications

When an issue is not resolved in the first 24–72 hours, follow a formal escalation path: reopen the ticket with new evidence, copy your Field Nation account manager, and escalate to procurement or legal if financial exposure exceeds your threshold (commonly $2,500–$5,000 for mid-market organizations). Track escalation steps and timelines in a single document to create a clear audit trail.

• Step 1: Collect evidence (photos, timestamps, signed forms) and reopen the support ticket with concise issue statement and desired outcome.
• Step 2: If no response in SLA window, copy account manager and mark the ticket high priority with a deadline.
• Step 3: If unresolved and material, involve procurement/legal and prepare formal dispute packet (PO, SOW, evidence, communications log).

Sample concise dispute message: “Job #12345 — work incomplete. PO 98765 specifies full replacement; technician performed inspection only. Attached: signed site log, photos, technician notes. Requested remedy: credit invoice and provide replacement technician within 48 hours or full refund.” This format reduces back-and-forth and speeds resolution.

Where to get more information

Use the Field Nation homepage (https://www.fieldnation.com) to access account-specific support, documentation, and enterprise contact options. For contractual and high-impact issues always refer to your signed SOW, the Field Nation Terms of Service that govern your account, and your internal procurement policies. Systematic preparation (clear SOWs, documented evidence, and defined thresholds) is the fastest route to predictable, low-friction customer service outcomes.

How do I contact the Open AI support team?

You can contact OpenAI Support by opening the chat bubble icon displayed at the bottom-right of help.openai.com.

Who does Field Nation use for background checks?

Checkr
Step 5: Confirm Your Profile Information & Payment
ITINS and EINs are not valid for ordering US criminal background checks. Payment information will be collected as needed. The address for the card is required. Field Nation will place an order on your behalf through Checkr, our screening provider.

What percentage does Field Nation take?

Providers on Field Nation have a 10% charge per work order, which is deducted from the total payment amount of each work order. We facilitate payments for completed work on Field Nation to providers from buyers, and all payments are transacted through our payment processing system to ensure they are timely and secure.

Where is Field Nation located?

Minneapolis, MN

How do I contact Field Nation support?

1-877-573-4353
The support team can be reached at 1-877-573-4353 ext. 1.

What are the fees for Field Nation?

What does Field Nation Pro cost? For advanced work tools like Auto-Request, faster access to funds with Instant Pay, and one background check and drug test included annually, you’ll be charged 13.9% on the total value of every work order.