A subset of service technicians, field service technicians are responsible for all upkeep, maintenance, repair, and supervision of in-the-field products. As a common example, when an air-conditioning system stops functioning, a homeowner, property owner, or office manager may need to contact a field service technician to have it repaired. The technician will work with the customer to schedule an appointment. They will then travel to the location to repair the air conditioning unit, bringing any tools, materials, or resources they may need along with them. And, because so much modern machinery relies on digital components, field service technicians also need an in-depth knowledge of any software associated with the specific equipment they are servicing.

Field technicians may be employed to service a wide variety of home and office machinery. Autre common products that rely on field technicians include telephones, Internet hardware, and wireless equipment. Technicians are also responsible for other roles in the general field, including:

• Providing high-quality customer service and support during on-site jobs
• Managing scheduling and workflow
• Diagnosing issues to determine the right course of action
• Performing all forms of on-site service, including hardware installation, maintenance, repair, upgrading, and removal
• Performing data-network integrity tests
• Identifying and securing any required tools or equipment
• Documenting issues and processes, and sharing documentation with other relevant teams
• Repairing data wiring and connectors
• Operating service vehicles
• Following established safety protocols, regulatory standards, and best practices
• Communicating well with customers and building a positive brand reputation
  

Field service technicians are sometimes confused with a similar-yet-distinct role known as ‘field service engineer.’ While there is some overlap between the two, field service engineers represent a different, more-specialized approach to field service while also incorporating managerial and administrative responsibilities needed to oversee teams of technicians. More specifically, the major differences between service technicians and service engineers include:

Skills and qualifications

• Field service technician 
  The role of field service technician generally requires an associate degree along with various forms of technical certification, though a growing number of technicians also have their bachelor's degree. Technicians must demonstrate skills in mechanical and electrical aptitude, problem-solving, and customer service.

• Field service engineer 
  Field service engineers typically must have a bachelor's degree in engineering. Additional to their education, they require experience in field service management, extensive technical expertise, strong managerial skills, and the ability to create detailed technical reports.

Responsibilities

• Field service technician 
  Technicians focus on traveling to job sites to resolve technical issues, including equipment installation, repair, and maintenance. They also play a key role in providing customer support and managing parts inventory.

• Field service engineer 
  Along with troubleshooting and repair, engineers have managerial responsibilities—leading technicians, designing systems, creating job schedules, and drafting technical reports. They also focus on innovation, system improvements, and setup of new sites.

Team Interaction and job duties

• Field service technician 
  Working closely with customer support and service departments, service technicians focus on the tactical execution of repairs, maintenance, and optimization of machinery. They work independently or in small teams and are responsible for maintaining their tools and inventory.

• Field service engineer 
  Service engineers collaborate with product, design, R&D, and training teams, focusing on the research and design phases, applying theoretical methods to problem-solving, and increasing customer productivity. Engineers oversee technician tasks, design systems, optimize job sites, handle emergencies, and are responsible for training and scheduling.

Industries

• Field service technician 
  Although both roles operate across essentially every industry, field service technicians are primarily involved in utilities, telecommunications, electronics, and HVAC, focusing on direct, on-site service and support to resolve immediate technical issues.

• Field service engineer 
  Traditionally more involved with system design, improvements, and strategic initiatives to enhance operational efficiency and innovation, field service engineers are more commonly found in construction, aerospace, biomedical, energy, and manufacturing sectors.

Although many organizations that employ field service technicians are willing to provide at least some training, most job opportunities in the field service market go towards those who have some form of accreditation. This generally includes at least an associate degree in computer science, information science, or a related field, and nearly a third of field service technicians have also earned their bachelor’s degree.

Technical skills

Naturally, technicians must be able to demonstrate technical expertise and perform a range of functions. These technical skills include the ability to operate, maintain, and repair a variety of machines and tools. Additionally, field service technicians need to embody extreme attention to detail, have above-average problem-solving skills, and be able to clearly document issues and solutions.

Among the most essential technical skills employed by field service technicians are:

• Product knowledge 
  Perhaps the most fundamental skill for any field service technician is an in-depth understanding of the products they service. This includes a broad knowledge base in computer science, information systems, or computer technology. Technicians must be familiar with different computing systems and operating systems (given the wide range of technology they might encounter in the field). Familiarity with mobile tools and applications is likewise essential, as these are increasingly used in diagnostic processes and to access technical information remotely. Staying updated on the latest technologies and continuous learning are crucial aspects of product knowledge.

• Technical documentation 
  The ability to read, interpret, and create technical documentation ensures that technicians can follow manufacturing guidelines, understand equipment schematics, and adhere to correct installation procedures. This also involves documenting the work performed, including troubleshooting steps taken, parts replaced, and recommendations for future maintenance. Documentation is critical for maintaining a record of the equipment’s service history and for sharing relevant information with clients and other technicians.

• Understanding safety procedures 
  Given the dangers inherent in operating and servicing many forms of equipment, technicians must have a thorough understanding of safety procedures. This includes knowledge of electrical safety, mechanical safety, and general workplace health and safety practices. Technicians should be trained to recognize potential hazards and how to mitigate them, ensuring not only their safety but also that of their clients and the public.

• Preventative maintenance skills allow field service technicians to identify and address potential issues before they lead to equipment failure. This includes conducting regular inspections, cleanings, and servicing of equipment to maintain its optimal performance and extend its lifespan. Technicians must understand the maintenance schedule for diverse types of equipment and be able to perform these tasks efficiently. Preventative maintenance prolongs the life of the equipment, reducing downtime and helping conserve resources.

Soft Skills

In addition to technical skills, field service technicians must be able to master interpersonal skills.  Some of the most vital soft skills that a field service technician should demonstrate are:

• Customer interactions 
  Exceptional customer service skills are fundamental for field service technicians, who often serve as the face of their company to clients. This goes well beyond simply fixing customer problems; it is about communicating effectively, displaying empathy, and maintaining a professional demeanor. Technicians must be able to listen to customer concerns, provide clear explanations of the work being done, and ensure the customer feels valued and understood throughout the service process.

• Team collaboration 
  Field service technicians frequently work as part of a larger team, requiring them to possess strong collaboration skills. This means being able to communicate effectively with team members, share knowledge, and sometimes delegate tasks or ask for assistance. Collaboration includes immediate team members as well as working with customer service representatives, sales staff, and other departments to ensure a cohesive service experience for the client.

• Organization 
  Organization is a key skill for field service technicians who need to manage various tasks efficiently. This includes organizing daily schedules, managing parts and tools inventory, and keeping accurate records of service calls and customer information. Being organized helps technicians ensure that they are prepared for each job, can locate necessary items quickly, and maintain a professional appearance to clients. It also minimizes the risk of errors and omissions, leading to better service outcomes and customer satisfaction.

• Problem solving 
  Technicians must be able to think critically and creatively to diagnose issues and determine the best course of action. This often involves troubleshooting complex problems under pressure and within tight scheduling timelines to find solutions that are both effective and efficient.

• Stress management 
  Field service technicians often work under tight schedules, deal with unexpected problems, and face the pressure of resolving issues quickly to minimize downtime for clients. The ability to manage stress and remain composed under pressure is crucial. Effective stress management ensures that technicians can maintain focus and performance, even in challenging situations.

• Time management 
  Field service typically involves handling multiple calls in different locations within limited timeframes. Technicians must be adept at prioritizing tasks, estimating the duration of repairs, and allocating their time appropriately to meet service commitments. Good time management skills help technicians maximize productivity and ensure that customers receive prompt and reliable service.

Service technicians will always be in demand, and the skills outlined above offer a solid starting point for those who wish to develop the proficiency required to perform well within the role. That said, today's field service technicians are seeing a shift, where new expectations and circumstances are necessitating further development of traditional skills. There are many factors driving this transition, including:

Accelerating technological advancements

The pace of technological innovation is relentless, with new tools, systems, and methodologies emerging and opening the door for further advancement. Field technicians must stay ahead of these developments to effectively install, maintain, and repair the latest equipment. Ongoing learning ensures technicians can leverage recent technologies to enhance operational efficiency and service quality, keeping their organizations competitive.

Changing environmental and regulatory expectations

Environmental sustainability and regulatory compliance are increasingly important in field service operations. Technicians must be aware of and adhere to evolving environmental guidelines and safety regulations to avoid penalties and ensure services are both effective and responsible. Ongoing education in these areas helps technicians implement eco-friendly practices and comply with the latest regulations, protecting both the environment and the organization's reputation.

Industry-specific challenges and standards

Whether it's the intricacies of HVAC systems, the specifics of telecommunications equipment, or the regulations governing biomedical devices, technicians need to have a deep understanding of the complexities of their field. Continuous learning helps technicians stay informed about industry-specific equipment, safety standards, and best practices, ensuring they can tackle professional challenges with confidence.

Evolving market trends

The rise of predictive maintenance, the integration of smart technologies, the introduction of IoT devices—the field service industry is regularly impacted by shifting trends in the market. Technicians must keep pace with these trends to meet customer demands for innovative and proactive service solutions. Continuous skill development allows technicians to handle complex systems, utilize data analytics for predictive maintenance, and adapt to the integration of disruptive new technologies, ensuring they can continue to provide cutting-edge service solutions.

Expanding customer expectations

Modern customers expect swift, effective service and to be more knowledgeable about the technologies they use. Technicians must exceed these expanding expectations, resolving technical issues efficiently while also providing exceptional customer service. Continuous skill development in areas such as communication and problem-solving enables technicians to deliver a service experience that fosters customer satisfaction and loyalty.

Nearly every industry relies on its own types of field service technicians to ensure that on-site machinery is being kept in proper working order. And just as there are many kinds of field service technicians, there are a variety of paths an individual may take to become one:

Earning a diploma

The most obvious path to becoming a field technician is to attend a university and earn a degree. Many prospective field technicians pursue engineering, communication, or technology majors. At the same time, many vocational and technical schools offer field-technician courses and programs.

Becoming certified

For those who are less interested in earning a full degree, many colleges offer specialized courses. These programs are designed to cultivate the skills and technical knowledge future field technicians will need to establish themselves in the field service industry. Often, college courses will offer some form of certification in lieu of a full degree.

Gaining experience

While diplomas and certifications demonstrate to potential employers that a prospective hire has the right foundational knowledge, nothing beats real-world experience. Internships and apprenticeship programs may be effective paths to gaining hands-on knowledge. At the same time, taking positions in related fields (such as anything related to mechanics or equipment maintenance) can provide relevant insight that can be applied towards a future career as a field service technician.

More than being simply on-site repair and maintenance personnel, field service technicians are key elements in the success and expansion of service-oriented businesses. Here are several ways that these skilled professionals drive growth:

Improving brand reputation

The professionalism and competence of field technicians significantly influence a business's brand reputation. Skilled technicians not only solve technical problems but also engage with customers in a way that builds trust and credibility. In turn, a strong brand reputation attracts new customers and retains existing ones, serving as a foundation for sustained business growth. The positive image projected by proficient technicians helps in generating leads and expanding the customer base through enhanced brand perception and market visibility.

Enhancing operational efficiency

Technicians with the right training and knowledge are essential for the efficient delivery of field services. Their ability to swiftly diagnose and resolve issues reduces downtime and ensures that systems and equipment operate as intended. This helps organizations maintain a competitive edge while reducing costs associated with prolonged service calls and repeat visits.

Contributing to revenue generation

Through timely inspections, accurate problem diagnosis, prompt resolution, and preventive maintenance, technicians ensure seamless operation—a critical factor in maximizing revenue. The expertise of field technicians in maintaining system efficiency and minimizing breakdowns directly contributes to the financial health and growth potential of a business.

Maintaining customer satisfaction and loyalty

Given that field technicians are often the only direct personal contact a customer may have with an organization, the quality of service delivery plays a significant role in shaping customer perceptions and experiences. Positive interactions and effective service solutions contribute to high levels of customer satisfaction, which in turn fosters loyalty. Loyal customers are more likely to become repeat clients and recommend the business to others, driving growth through word-of-mouth and reduced customer acquisition costs.

Promoting the adoption of new technologies

As technological advancements are transforming day-to-day services, field technicians are on the frontlines of adopting and implementing these new innovations. Proficiency in the latest technologies makes it possible for technicians to offer more efficient, predictive maintenance and smarter solutions to customers, leveraging AI and other tools to enhance service offerings and operational capabilities.

As was briefly addressed in the previous section, artificial Intelligence is already changing the field service industry, streamlining operations and enhancing efficiency across various roles. In years to come, this change will only accelerate. By reducing manual effort and improving the experiences of field teams and customers, AI promises a significant uplift in the quality and speed of service delivery. Here's how AI is expected to impact the roles of field service technicians, dispatchers, and field service managers.

Promoting the adoption of new technologies

Field Service Technicians

AI is poised to transform the work of field service technicians in several ways:

• Onboarding and training 
  AI accelerates the onboarding process for new technicians, making training more efficient and reducing time to productivity. This is achieved through AI-driven training modules that adapt to the learning pace and style of each technician.

• Job acceleration 
  Tasks that are both onsite and remote will be expedited. For example, AI assistance in inventory management will make it possible to accurately predict what parts and tools are required for a job. Access to documentation and other relevant information will likewise be streamlined and made more intuitive. 

• Remote assistance and predictive maintenance 
  AI will enable remote assistance by analyzing issues in real-time and guiding technicians through complex troubleshooting processes. Furthermore, predictive maintenance becomes more precise with AI, as the system can send early warning notifications based on the analysis of historical data, allowing technicians to address potential issues well before they can escalate.

Dispatchers

The role of dispatchers will see the following enhancements due to AI:

• Optimized scheduling 
  AI assists in scheduling by analyzing historical data, technician skills, availability, and service requests to make informed recommendations about how dispatchers should assign tasks. This optimization leads to more efficient use of resources and time.

• Real-time information 
  Dispatchers will have access to real-time weather and traffic information, enabling them to minimize delays and provide more accurate arrival and travel time estimates.

• Intelligent communication 
  AI automates communication with customers, providing updates and managing expectations more effectively. Additionally, this emerging technology can help dispatchers prioritize customer requests based on various criteria, such as service-level agreements, contract terms, and account history, ensuring the highest-priority jobs are addressed most promptly.

Filed service managers

For field service managers, AI will offer the following advantages:

• Personnel and performance analytics 
  AI simplifies personnel decisions by offering in-depth analytics on performance, which aids in better resource allocation and performance improvement.

• Budgeting and workload management 
  AI analysis enhances budgeting processes, workload balancing, and quality assurance. It also streamlines training and knowledge-sharing, freeing up managers to focus on strategic planning and addressing specific cases that demand a more direct touch.

• Strategic decision-making 
  With AI providing actionable insights, field service managers will have the power to make better-informed decisions that drive growth and operational efficiency. This strategic advantage ensures that resources are used optimally, and customer satisfaction is maximized.

For businesses that employ or contract field service technicians, there are many organizational and strategic challenges to consider. As new service tickets arise, field technicians working on independent projects may have a difficult time effectively prioritizing, scheduling, and fulfilling the various jobs required of them. Field service management allows organizations to coordinate their field service operations, handling scheduling, dispatching, labor tracking, and invoicing without distracting off-site specialists from their primary tasks.

Effectively employed, field service management helps eliminate redundancies and increase productivity and customer satisfaction. However, to do this, businesses need to consider the following best practices:

Being open to customer feedback

Field service technicians tend to interact directly with customers, which means that customers often have valuable insights into how that interaction should play out and whether it was a success. Organizations should follow up on service visits by soliciting customer feedback. This can be managed through customer portals in field service management solutions.

Listening to field service technicians

Feedback from field service personnel can be just as valuable as—or even more valuable than—customer feedback. Similar to the previous point, organizations may use online portals to help collect and organize technician feedback.

Improving communication

In the past, technicians operating out in the field have had to work isolated from valuable digital resources. This is no longer the case; field service management makes it possible for organizations to augment their field service specialists with mobile tools delivering real-time communication, collaboration, and support. This allows technicians to view updated schedules, review warranties and customer service histories, make accurate cost estimates and quotes, calculate billable work, and access other essential information.

Identifying and tracking the right metrics

Improving field service means first being able to evaluate field service, and that means identifying and tracking relevant field technician KPIs (Key Performance Indicators). Two of the most important KPIs to consider are FTFR (first time fix rate) and MTTR (mean time to repair). These metrics provide insight into how effective the technician is and whether there might be any issues in the chain of service. Field service management provides tools for tracking these and other KPIs in real time.

Automating data entry

Field service technicians are valuable resources. Unfortunately, many organizations find that too much of their technicians’ time is spent manually entering data and completing paperwork. Automated solutions can minimize the need for manual input, freeing up field personnel to complete more jobs in less time, while also improving data accuracy.

Providing customer self-service

Businesses aren’t the only ones that benefit from real-time information about service tickets. Portals in field service management systems may be configured to allow customers to access and manage appointments, check ETAs, and more. Offering self-service options improves the customer experience, while also helping reduce support-center call volume.

Organizations in essentially every industry depend on field service technicians to maintain and repair vital hardware. As such, field service management is quickly becoming essential. ServiceNow provides businesses with the cloud-based resources, advanced automation capabilities, and complete visibility they need to increase productivity and effectively coordinate technician activities in the field.

Built on the award-winning Now Platform®, Field Service Management empowers users with an intuitive solution for enhancing operational efficiency, maximizing asset uptime, expanding service revenue, and optimizing the effectiveness of individual technicians and off-site service teams. Break down silos and workflow processes for more seamless experiences. Employ advanced automation capabilities to optimize scheduling, planning, and dispatch. Simplify maintenance management to maximize asset uptime. And through it all, provide your customers with a satisfying, frictionless field service experience. 

Additionally, ServiceNow Dispatcher workforce provides a configurable workspace for managing field service agents and directing tasks, and Dynamic Scheduling ensures that the right resources and equipment are always directed to the right job. 

See for yourself how ServiceNow has revolutionized field service management and give your customers and field service technicians the support they need to find success. Click here to learn more!