This article focuses on the skills of a field service engineer. A good field service engineer in any industry needs to take care of the technical side of the job and at the same the needs and concerns of the customer.

Value as a FSE of fixing the technical and the customer

As a Field Engineer how important is it to look after the customer before you fix the technical issue?

The answer from Field Service Engineers with many years in the field is ‘very’, so here are twelve tips for achieving this.

The twelve tips for building great skills as a field service engineer

Firstly, you’re there because the customer has your company’s equipment, so take time to connect
Imagine how you feel as a customer so involve the customer in what you are going to do
Endeavour to act as an ambassador for your company and build a relationship
Look smart and professional and appear confident and capable even if things are not going smoothly
Don’t stop being punctual even if you’re on site for a long time; the customer will feel they’re your priority

Stay professional even when off duty
Ensure that you keep learning from the customer and pass insights back to your company
Report the technical issue clearly and summarise to the customer before you leave
Visibly show patience and calmness
If you can’t fix or finish on your first visit, then leave a clear map of what you will do next
Consider the wants and needs of your customer throughout the time you are with them
Everlasting – Keep the customer happy to be using your services – Once a customer, always a customer

Further Reading about the skills of a field service engineer

Who repairs and services the medical equipment in a hospital?
Life as an unseen but vital Marine Field Engineer
Who repairs all the wind turbines you see everywhere?

Worth Sharing!