What is a Field Service Engineer?

What Value Does the Field Service Engineer Bring to the Company?

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Field service engineers can help in improving operations in three main ways: making the company more profitable, improving client retention, and providing technical customer service to enhance the brand value. 

Protects Profits

While making decisions for their company on a customer site, field service engineers have to figure out technical solutions that are most economically efficient. 

After identifying an issue at a client site, for instance, they must assess the situation to choose between repairing or replacing a defective part. The judgment involved here is balancing what makes the most economic sense for the company without compromising the client’s interest. 

Field operatives bring in revenue by completing their job on time and creating value for customers. Businesses can improve their productivity levels through proper job scheduling and route optimization, and by giving their field teams the right tools and equipment. 

Field service businesses that dedicate optimal resources to their field engineers end up enhancing customer satisfaction and ensuring compliance with regulatory and compliance requirements. 

Improves Productivity and Client Retention

Preventative maintenance and quick field service delivery during an emergency are both crucial to retaining clients and helping avoid downtime. 

By hiring an efficient team of experienced field service technicians and engineers, companies can avoid asset failure and delay in service revenues. If there is wear and tear in the equipment, regular visits and diligent inspection of the site will aid in swift replacement.

In technical customer service, standard key performance indicators (KPIs) are used to assess efficiency, including the time to respond and first-time-fix rate (FTFR). 

Better Customer Experience

Field service engineers are often the face of the company and are the first ones to be contacted when clients require any technical help. A good experience with them is crucial to developing customer loyalty and long-term relationships. An efficient, punctual, and experienced field service technician can help companies meet client expectations and maintain amicable relations.

On the flip side, a company’s reputation can suffer if field service is not taken care of promptly or documentation is handled carelessly. 

What Qualifications do Employers Look for in a Field Service Engineer?

A field service operator typically starts as a junior engineer working under a team, before progressing to more senior and leadership-oriented positions.

A strong background in engineering or a related field is a standard for the job. A Bachelor’s or Master’s degree in Science is typically needed, with relevant certifications or niche specializations counting for extra credit. Staying up to date with the latest industry developments and trends is equally desirable.  

A hiring manager will want to acquire field service engineers who have had initial training in a technical, mechanical, computer science, or a similar discipline. There is increasing demand for field technicians with experience in handling electronic, electromagnetic, and robotics-based machinery.  

Furthermore, skills like data analysis and project management are also of utmost importance in this profession. 

For those aspiring to enter the industry without a Bachelor's degree, Unmudl offers an excellent entry with our 4-5 week course on 'Introduction to Mechatronics'.

This course provides an in-depth understanding of electrical systems, automation, mechanical systems, fluid systems and more; all of which is fundamental to the role of a Field Service Engineer. By gaining comprehensive knowledge of mechatronics; you'll be better equipped to troubleshoot and maintain the machinery and equipment you'll encounter later on in the field.

In addition to the extensive knowledge mentioned in the highlighted course, one would also need a valid driver’s license as jobs in this field often require real-time availability and constant travel. 

Depending upon the industry, subject-specific training may also be required to work at nuclear facilities, power plants, and oil rigs. 

Core Skills Necessary for Field Engineers

An effective field service engineer must have a combination of hard and soft skills since technical knowledge alone is not enough to go far in this job. The right mix of technical ability and interpersonal skills is highly valued in the profession. Here are some other qualities that are key to a successful career as a field service engineer: 

• Problem diagnosis – You need to have a clear understanding of theoretical and practical problems that might arise, and the standard procedures necessary to resolve them. For this, it is important to have technical experience in inspection and troubleshooting.
• Clear communication – Excellent communication skills are key to success in this job. Field service technicians are expected to interact with customers to pre-empt machinery issues. This involves maintaining friendly ties with clients as well as soliciting feedback to improve future performance.
• Good physical shape – Field service engineers often have to travel and work in challenging physical, climatic, and geographical conditions. They may have to work odd hours, carry heavy equipment, and perform physically demanding tasks.
• Patience – Field service engineers must have the ability to remain calm under pressure and manage stress levels when dealing with difficult clients or demanding situations. 
• Dual qualities of independence and teamwork – A field service engineer must possess the ability to work without supervision. At the same time, he or she must be an effective team player practiced in coordinated efforts to optimize efficiency.