When I first started in Field Service, I didn’t think much about “roles.” I just knew I had to show up on time, fix the issue, and move on to the next job. Later, as a dispatcher, I realized how much thought goes into those schedules, assignments, and the logistics behind each task.

Now, working in FSM product enablement, I see clearly: the success of any field service operation depends not just on technology, but on how well roles are understood, empowered, and aligned.

Here’s a look at the core roles in FSM and why they matter more than we often acknowledge.