Dealer Roles
Admin, technician, and support roles — scope, permissions, and a typical day in the US dealer portal.
GTRV Dealer assigns every user one operational role per dealership account. Roles are not customer-farm roles (Owner, Pilot, Agronomist) — they govern how your Dealership runs service and warranty inside the United States network.
Role overview
| Role | Scope | Typical day |
|---|---|---|
| Admin | Full dealership configuration | User invites, tier-sensitive transfers, Network setup for Distributor, billing contacts, template publishing |
| Technician | Repair execution | Receiving/Release checklists, Diagnosis verdict, Warranty classification, batch item prep |
| Support | Customer front door | New Ticket, triage, Technician assignment, conversation, Resolved/Closed loop, CSAT follow-up |
Admins can perform technician actions when they wear two hats; the portal still logs actions under their user id for audit.
Admin
Admins own the dealership record in Settings: profile, users, and preferences. They invite teammates (Account and users), link customer accounts (Onboard a new customer), and approve drone Transfer requests that cross Sibling dealer boundaries.
Distributor-tier admins alone see Network and can Release drone on factory-locked stock. Reseller and Sub-dealer admins operate within parent-granted territory.
Technician
Technicians live under Support → Service Orders and Warranty Claims. They cannot remove other users or change contract tier. On tickets, they appear in the Technician assignee list and receive Urgent work through the morning queue.
Their authority stops at customer billing approval: Billable charges that need signoff require Customer Approval (Authorization → Signed) before the order advances — support or the customer completes that step.
Support
Support staff own Support → Tickets end to end until a Service Order exists. They set priority honestly, assign Technician, and keep the conversation thread current during SLA windows. They should read Diagnosis verdict before telling a customer the drone is ready.
Permission mental model
Think in three layers:
- Dealership tier (Distributor, Reseller, Sub-dealer) — what the legal entity can do in the network.
- User role — what an individual may click day to day.
- Record state — e.g., a Draft warranty batch is editable; Submitted (Digital) may lock lines.
A Sub-dealer Admin has more org power than a Distributor Support user, but less network power than the distributor admin.
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Last updated Oct 20, 2018