Field Service Technician

A field service technician is an employee or an independent contractor that is responsible for installing, repairing, and maintaining service equipment. For instance, when equipment malfunctions, a field service technician is dispatched to troubleshoot and fix the problem in a timely manner. Moreover, field technicians are key members of a field service management team, responsible for representing the company in the field with good customer service. 

What are the Duties and Responsibilities of a Field Service Technician?

• Providing service and customer support during dispatches.
• Managing all on-site installation, repair, and maintenance.
• Diagnosing errors and technical issues and determining the best solution.
• Producing timely and detailed service reports.
• Operating a vehicle safely and following all company protocols.
• Cooperating with a team and sharing information across an organization.
• Building and maintaining positive relationships with customers.

What are Key Field Service Management Metrics for Technicians?

As with any position, Field Service Technicians are responsible for driving success. Likewise, service technicians are held accountable to improve key field service metrics that measure success. These metrics include: 

• First Time Fix Rate: The percentage of time a field technician is able to fix a service issue during the first field service appointment.
• Mean Time to Service (MTTS): Mean time to service measures the ability of a field service organization to have service technicians arrive at the customer appointment on time. MMTS also measures the ability of businesses to schedule field service jobs quickly and efficiently.
• Mean Time to Repair (MTTR): The average time required to repair failed equipment. This important metric is directly tied to improving the customer experience.

How Does a Field Technician Use Field Service Management Software?

Field Service Technicians rely heavily on field service management software to improve their key service metrics and drive success for field service organizations. To start, field service management software allows technicians to upload a detailed profile, including information about their certifications, skills, and location. This enables technicians to automatically get scheduled and dispatched for the most relevant and geographically close service jobs. Once on a job, technicians can use field service software to identify parts and equipment inventory, optimize routes to customer locations, and access real-time customer and job data from their mobile devices. Further, technicians can submit work orders, invoices, and even electronic payments directly through the field service software. 

What Makes a Good Field Service Technician?

In order to be successful, field service technicians need to be meticulous, punctual, and good at creative problem-solving. Likewise, they need to be able to arrive at the job site on time with the correct tools and equipment, identify outstanding issues, and troubleshoot solutions all in real-time. Not to mention, technicians need to possess strong communication skills in order to communicate effectively with customers. 

What is a Field Service Technician Contractor Network?

A contractor network is an organization of independent field service technicians that have been vetted for skill level, background checks, and more. Independent field service technicians can join a certified contractor network, providing them access to reliable service jobs. Likewise, field service organizations can then leverage these independent contractors as part of their blended workforce. 

Learn more about ServicePower’s certified contractor network of more than 4,0000+ vetted independent contractors.