What are service technicians?

As previously stated, service technicians are responsible for the installation, maintenance, repairs, upgrading, replacement and removal of equipment for a company. When the equipment is located off-site, these tasks are handled by field technicians—a subset of service technicians.

Service technicians are the first and last line of defence in keeping hardware operating optimally. To this end, they must be intimately familiar with all relevant company products and equipment, able to effectively conduct analysis and diagnostics to identify possible issues, and know how to correctly operate all necessary tools to complete their assigned tasks. Specific responsibilities of service technicians include:

Service technicians are involved with the installation of hardware and products. This means that they must understand not only how to install equipment, but also how to properly configure the equipment and integrate it with any existing systems. Once the hardware has been installed, service technicians are also responsible for performing initial tests to ensure that everything is functioning properly.

Performing routine maintenance is the most common job of service technicians. This includes following any established procedures, performing quality control and conducting post-maintenance equipment tests.

Service technicians must be capable of thoroughly inspecting malfunctioning equipment and accurately diagnosing points of failure. Once all issues have been identified, the service technician must then create a repair solution, and secure any tools, parts, materials or resources they may need to complete the repair task.

In many cases, the service technician may be the only company employee on-site at the time of the work order. As such, every service technician must be able to fill out detailed reports on services that have been performed, along with clearly communicating any other relevant information.

Field service agents are a major point of contact for clients and customers, acting as the in-field face of the organisation they represent. To ensure a positive customer experience, service technicians should be trained in interpersonal skills. They should understand how to communicate with customers in a friendly and professional manner, educate users on proper device operation and maintenance, and clearly explain any issues involving equipment and repairs.

In performing their duties, service technicians must be sure to keep their work and the equipment they maintain in full compliance with all regulatory laws and company policies. This includes meeting all relevant city, state and federal regulations and requirements.

Service technicians should be familiar with the construction and purpose of all relevant technologies and equipment. They should also understand how to use a range of tools to help perform their tasks.

Field service technicians who work at off-site locations should be able to answer customer questions, explain procedures and communicate billing and other information with customers. In many cases, they will be required to work in less-than-ideal conditions and should be able to responsibly manage stress while doing so.

Service technicians may be required to lift and move heavy equipment, as well as work in confined spaces. Prospective technicians should be physically fit and in good health.

Although preventive maintenance, equipment installation and upgrades can all be scheduled ahead of time, it’s not possible to accurately predict when equipment will fail. Service technicians must remain flexible enough to accommodate unexpected hardware issues when they arise, including after-hours or at extremely short notice. Proper time management allows service technicians to work around unstable schedules.

Often, service technicians will encounter unknown issues or equipment they have no experience using. Service personnel should be able to quickly read and comprehend blueprints and other technical documents.

Service technicians must always remain compliant with established safety protocols. They should demonstrate attention to detail and apply best practices whenever operating or working on company equipment.