How to manage stress as a Field Service Engineer

Since writing “How to manage stress as a Field Service Engineer”, Frank Pemberton has continued to work with medical equipment but moved companies from BD Biosciences to Intuitive. Frank is still based in Texas with his family and has four sons.

April is Stress Awareness Month, and the theme is #BeTheChange, so here are Frank’s thoughts on handling stress while working in field service engineering in 2026.

Managing stress in Field Engineering

Handling a move to a new company

You started a new job with a new company. How did you handle the additional stress of learning about new equipment and a new company’s procedures?

This is a good question. I had to honestly buckle-down and get serious about learning a new company and new products. The in-house training was almost 2 months away from home. After the training days, I often did computer training for on-boarding in my hotel room, before or after dinner. It was pretty much non-stop for the first 3-4 months.
But, you have to do it, so you have to get serious about getting it done. Some days were harder than others though.

Supporting those in Field Service Engineering

April is Stress Awareness Month, and the theme is Be TheChange. From your career in field service, what advice would you give to others of how they can support a field engineer and help them to handle stress?

Well, others can help an FSE (Field Service Engineer), by Thanking US for what we do. I have been thanked before in hallways or elevators by someone I didn’t even know; or after explaining to someone why I’m dragging so much equipment into the hospital. I just reply,
“someone has to fix the surgical robots, or other equipment.”
This usually always gets a positive reaction.
Think to thank an FSE for what they do every day to keep the hospital equipment (for example) running.

Make three changes to help reduce stress

What are three things the a field service engineer can do or change to help keep stress at a manageable level?

1. Become a better listener always.
   Completely understanding a customer and their problems, can help to fully understand the situation. Also, being a good listener is teaching you patience and just makes you look more thoughtful and more respectful to the customer. So, become a better listener. This also allows the customer to vent, and by letting them vent you actually can help reduce the stress at hand, this is very important when you are just arriving to a site with a down machine.
2. Use “empathy” as a tool.
   Keep empathy as one of your most important tools. Put yourself in the customer’s shoes from time to time. Imagine how they feel, and how you might feel If you had broken equipment and unhappy doctors and nurses. By doing this, by using empathy, you sympathize with the customer, and you let them know you are understanding how they feel and you are there to help them through this difficult situation.
3. Know when to walk away, to take a break, to get away from the problem for a few minutes.
   If you are feeling frustrated, lost, confused, or not sure what to do next. You need to regroup. By getting away from the problem for a few minutes, you can clear your head. You can think about the next best approach. Did you miss something? Can you phone someone to get another angle or perspective on the issue? Are you too close to the problem and need to step away to see it from another angle? Taking breaks reduces frustration and can help you see things you may have missed before.

Frank Pemberton

How to manage stress as a field service engineer. Knowing how to manage stress applies to those in their first FSE role as well as those with many years of field service engineer experience. Frank Pemberton has over forty years in the semiconductor and medical field service Industries. He is currently a Field Service Engineer for Becton Dickinson Biosciences supporting cell analysers and cell sorters. He is based in San Antonio, Texas. In this article he share his advice on how to manage stress.

How to manage stress – Introduction

I see a lot of discussions and chats on the internet about the stresses of being a field service engineer.
Some people admit it’s not the job for them, and it may not be. But have they given it a real chance? My manager likes to say:
“It’s a lifestyle.”
Perhaps this is true, but how do we manage the everyday stresses that go along with working in the field. Read below on how I’ve learned to manage being a field service engineer over the years.

Semiconductor industry

I have forty years now of experience as a field service engineer. First was over twenty years in the semiconductor industry. Where human patients were not involved as much as production demands and keeping the tool or instruments up and running. We had plenty of stress, believe me.

Biomedical industry

The past twenty years I’ve been in the biomedical industry ranging from oncology systems to ultrasound to now, flow cytometry. The patients are at the end of everything we do. Clinical labs have quotas and samples that normally have a 24-hour period in which to process them. Research facilities have grants, and studies, and both need their instruments up and running.

How do we manage stress as field service engineers?

We face anxiety and stress from our customers daily. As well, we are the front line from our company to their labs or places of business. We are usually the first ones to hear of their frustrations, deadlines, and disappointments, etc. This is a normal part of field service work. How then do we separate their anxiety and not let it affect our moods and focus while on the job.

Empathy

We must have empathy and always listen to the customer. It helps me to put myself in their shoes. Get a piece of their perspective, understand what is not working, and explain to them that you are there now. Explain that you are going to work on it right away. Then keep them up to date on what you find and test the instrument or system. Then afterwards follow-up with them to ensure it is working as designed and expected.
This will normally calm down the customer and give them some sense of gratitude that you are there, and that you are going to do your best job for them.

Yourself as a field service engineer

Now, what about yourself?
I’ve compiled a list of bullet points that I believe are crucial to keeping a positive attitude about your job, and keeping yourself in a good place, both physically and mentally while doing your duties as an FSE (field service engineer).

Physical fitness

Stay on or get on a physical fitness program. It works wonders if most every day, you spend about one hour in the gym. I don’t mean that it has to be a full-blown strenuous workout, but it’s your time. It is time to recharge, refresh and get ready for the day. I feel it gives me an edge to confront whatever it is that I’ll be faced with that day.

Time off work

Take time off work.
Use PTO (personal time off).
Please use sick time when you are not 100%: employers expect you to. You are no one’s hero if you work when you are ill and you may put those around you in harm’s way. Better to rest and recover one day, than to be down three or four days at a later point.

Walk away

Do not be afraid to “walk away” from a problem that is perplexing you. It does wonders for me.
Take a break, get something to drink, (non-alcoholic of course) and cool down. It gives you time to think about the problem. Are you missing something? Is there a colleague that you can call?
Use this time to step away and regroup. It works wonders every time you do.

Health

Stay on top of your health:
Get annual physicals (checkups).
Eat smart (healthily).
Rest properly.
As well, always be prepared for the unexpected. Our jobs are very dynamic so that each day unfolds in a different way. You may expect to go to customer A, then get diverted to a more urgent customer B. Be prepared with plenty of rest and well-nourished. I keep power bars in my car as they can give you extra energy when you need it the most.

Work Life balance

Stick to it.
Try not to bring work home but instead spend quality time with your family, spouse or significant other. It does wonders for yourself and those that support you.

Support

In a truly tense situation at work, do not be afraid to reach out to your manager. Let them “play interference” with the customer so you can stay focused on the instrument or issues at hand. This is also their job, and they are always, in my experience, willing to help.

Schedules

Try not to overbook yourself and your schedule. Instead, do what is reasonable each day. If you over-commit, try and reschedule or push a customer out to the next day. It usually is best to slow down and stay focused on one or two instruments a day for me. When I over commit, then I “band-aid (plaster over)” issues, or do not get to the root of the problem. Manage your time wisely.

Assistance

Never be afraid to ask for help, for more resources, or for technical support from more senior engineers. This job has no place for pride or egos. It’s best to get assistance sooner rather than later and this can reduce your stress even further. Always know and remember that you have a team behind you.

Criticism and negatives

Lastly, try not to take broken instruments, harsh customer words, or just a stressful situation personally.
It is not personal. It’s a business.
You have a job to do, and the customer expects you to do your job. That is all. Go in with a positive mindset and attitude and ask for help if needed.
Listen, listen, and listen to the customer first.
This goes a long way to reducing their stress, letting them vent, and gives you more information to make good, informed decisions on how to tackle their issue.

How to manage stress – Conclusion

Field service I suppose IS a way of life. But keep your work-life balance in check. Take time off and stay healthy. A healthy body is just as important as a sharp mind in field service. Develop strong relationships with your customers, then if a need arises where you need them to reschedule or be more understanding, then you have a better chance of getting their cooperation more easily.
Enjoy being a field service engineer. It is a good profession. Maybe it’s not for everyone. But if you manage it properly it has many rewards. Trust me, I know…

Further reading

Frank Pemberton – Field Service Engineer for BD Biosciences
Field Engineer Mental Health Challenges
Michael Riley discusses mental health in field engineering