Aftermarket, Field Service & Service Parts worked example

Technician Capacity Gap at 87% technician utilization available for calls: a worked example

Push technician utilization available for calls up to 87% and the picture changes. This example computes every intermediate figure at that operating point. a field service manager needs to determine whether technician capacity can cover forecast service calls

The inputs for this scenario

  • Service calls per technician shift: 3.2 calls/shift (unchanged)
  • Available technician shifts: 520 shifts (unchanged)
  • Technician utilization available for calls: 87 % (raised for this scenario; the documented default is 76)
  • First-time completion yield: 86 % (unchanged)

Working through the calculation

  • Applying the documented formula (Gross technician call capacity = calls per shift × available technician shifts) to the inputs above produces each figure below.
  • At this operating point the engine returns 1,245 service calls for usable technician call capacity, the number this scenario is built around.
  • At this operating point the engine returns 1,664 service calls for gross technician call capacity.
  • At this operating point the engine returns 216 service calls for capacity lost to non-call time.
  • At this operating point the engine returns 203 service calls for capacity lost to repeat visits.

How this compares with the baseline

  • Against the tool's baseline example, where technician utilization available for calls sits at 76% and the headline result is 1,088 service calls, this scenario comes in 14.47% above the baseline at 1,245 service calls.
  • It multiplies calls per shift by available shifts for gross capacity, then derates by utilization and first-time completion yield to get usable call capacity. The value of this scenario is the size of the gap it exposes: that gap, priced out over a year, is the budget you can justify spending to close it.

Results at a glance

  • Usable technician call capacity: 1,245 service calls (headline result)
  • Gross technician call capacity: 1,664 service calls
  • Capacity lost to non-call time: 216 service calls
  • Capacity lost to repeat visits: 203 service calls

Run it with your numbers

  • Every input above is editable in the live Technician Capacity Gap calculator, which recalculates instantly and can be shared with the inputs intact.

Last reviewed 2026-05-12.