Service Provider User Roles

Service Provider User Roles and Permissions

Understanding user roles helps you set up new users with the right level of access. Each role is designed for a specific function within your service organization — assigning the correct role from the start reduces confusion and prevents users from having more access than they need.

Roles

Portal Dealer Administrator — Full administrative access to the service provider portal, including user management, location settings, and all case activity.

General Manager — Broad access to cases, reporting, and operational oversight across the location.

Service Manager — Access to service operations, case management, and team supervision within the service department.

Service Advisor — Access to create and manage service cases, communicate with fleet contacts, and track repair progress.

Parts Manager — Access to parts-related functions, including parts ordering and inventory management tied to active cases.

Parts Counter Rep — Access to parts lookup and fulfillment tasks associated with open cases.

Technician — Access to assigned cases and labor entry. Focused on in-bay work and repair documentation.

Senior Technician — Expanded technician access, typically including the ability to view or act on a broader range of cases.