Why this matters:
Field service technicians are responsible for repairing malfunctioning products and devices. To do this, they must accurately diagnose what is causing the malfunction. Since customers don’t always know what information is needed to diagnose a problem, it’s important that field service technicians ask relevant questions to elicit useful information.
What to listen for:
- Experience diagnosing product malfunctions
- Knowledge of which questions elicit useful information for diagnostic purposes
- Tenacity and excellent problem-solving skills
Why this matters:
There’s often little time to waste in a field service technician’s schedule, so it’s important that candidates know which tools and equipment are necessary for service jobs and arrive prepared. Organizational skills and the ability to plan ahead will help to ensure a field service technician can start working immediately and complete the job within the allotted time frame.
What to listen for:
- Knowledge of common tools and equipment for diagnostics and repair
- Values punctuality and preparedness
- Great capacity for staying organized and planning ahead
Why this matters:
Field service technicians must know the components of the products they’re servicing and how they function. Top candidates will have familiarized themselves with your company’s products and with customers’ common questions about them. A field service technician who understands your company’s products and customers’ pain points will be more efficient during appointments.
What to listen for:
- Familiarity with your company’s products and how they function
- Ability to anticipate customers’ common questions and provide workable solutions
- Enthusiasm for your company’s products and a genuine interest in how they work
Why this matters:
Most of a field service technician’s work hours are spent in customers’ homes. It’s essential, therefore, that they remain calm and professional when dealing with an emotional customer. Top candidates should be able to share an experience that demonstrates their ability to listen patiently to a customer’s frustrations and work with them to find an appropriate solution.
What to listen for:
- Patience when dealing with tense, emotionally charged situations
- Appreciation of the customer-facing aspect of the role
- Ability to work toward solutions that benefit the customer and company
Why this matters:
A daily responsibility of field service technicians is to report what occurs on service jobs. They’re often the sole representative from their company on a job and must communicate the situation clearly to other members of their team. Standout candidates for this role will embrace an organized approach to documentation that demonstrates an eye for detail.
What to listen for:
- Experience with effective documentation practices
- Understanding of why documentation is an important part of their role
- Detail-oriented and organized approach to tracking service jobs
Why this matters:
Field service technicians instruct customers on how to operate products and devices. Because customers don’t usually need to grapple with a device until it malfunctions, they often lack hands-on experience operating that device. Therefore, field service technicians should prioritize communicating instructions to customers clearly and with patience.
What to listen for:
- Straightforward and easy-to-follow approach to instruction
- Ability to adjust explanations to fit the customer’s needs
- Understanding and patience when teaching customers to operate a device
Why this matters:
Troubleshooting and repairing devices is a key part of the field service technician’s role, as is providing top-notch customer service. Candidates should have strong interpersonal skills and experience in customer-facing roles. Moreover, candidates should be able to give examples of how they ensure their attitude and work performance are in the customer’s best interest.
What to listen for:
- Prioritizes customer service and understands its impact on a company
- Exceptional interpersonal skills
- Accountability regarding the customer experience
Why this matters:
Field service technicians must have great time-management skills to operate within tight schedules. They need to account for how long jobs will take while allowing enough time to travel from one job site to another. Delays are inevitable but should be minimized. The best candidates will know how to handle delays with professionalism and mitigate their negative impact.
What to listen for:
- Excellent time-management skills
- Solutions-oriented approaches to recovering from delays
- Ability to stay calm under pressure
Why this matters:
Customers value service that goes beyond their scheduled appointment. Field service technicians who follow up with customers after repairs are complete have a measurable impact on a company’s reputation and success. Top candidates will prioritize superior after-sales support and share ideas for how they can contribute to this important aspect of customer service.
What to listen for:
- Values long-term customer relationships
- Experience following up with customers
- Willingness to learn from customer feedback
Contact a sales consultant.