What Is a Field Service Technician? All They Do And Why This Role Is So Important

Field service technicians are skilled professionals who specialize in repairs, installation, and other support for various types of equipment, machinery, and systems for off-site customers. Along with technical expertise, this role requires people and organizational skills.

A field service technician is often the only company representative customers see in person. As the face of your business, this puts a huge responsibility on them to deliver an exceptional experience — every time. Our State of Service research underscores this pressure: 74% of mobile workers say that customer expectations are higher than they used to be, and 73% say customers expect a personal touch more than they used to.

Here, we'll look at the job responsibilities and required skills of field service technicians, how technology helps them provide efficient service, and more.

• What is a field service technician?
• What does a field service technician do?
• What skills do field service technicians need?
• What kind of technology do field service techs use?
• How to become a field service technician
• Field service techs play a major role in customer experience

A field service technician performs a range of tasks related to the installation, maintenance, and repair of equipment and systems at customer locations. Typically, these technicians provide support for industries such as telecommunications, utilities, manufacturing, and healthcare, among others.

Their role is critical in ensuring that equipment and systems function correctly, efficiently, and reliably. This directly impacts customer satisfaction and business operations.

There are many types of field service technician tasks — from maintaining medical equipment to repairing gas leaks. Field service technician duties can vary from role to role, but there are common responsibilities regardless of their industry, including:

• Installation: Setting up new equipment and ensuring it operates correctly.
• Maintenance: Performing proactive service checks and preventative maintenance to keep equipment in optimal working condition.
• Repairs: Diagnosing and fixing issues with malfunctioning equipment.
• Troubleshooting: Identifying problems and implementing solutions to restore equipment functionality and reduce downtime.
• Customer support: Providing technical support and guidance to customers, ensuring they understand how to use and maintain their equipment.
• Documentation: Keeping detailed records of services performed, assets used, and customer interactions.
• Revenue generation: Quoting new services and parts directly in the field by using mobile tools that provide instant access to pricing information.
• Travel: Frequently going to various customer sites to provide on-site service.

Their work ensures that equipment functions efficiently, minimizing downtime and enhancing customer satisfaction. It may also lead to business growth.

After all, your field service technicians are with customers everyday. They build customer trust by solving problems for them. These relationships set the stage for upselling and cross-selling — especially to long-time customers.

Field service technicians need a mix of skills to do their jobs effectively. Key skills include:

• Technical proficiency: In-depth knowledge of the equipment and systems they work with, including electrical, mechanical, and software components.
• Problem-solving abilities: Strong analytical skills to diagnose and resolve technical issues quickly and efficiently.
• Communication skills: Clear and effective communication with customers to explain issues, solutions, and provide instructions.
• Customer service: Providing excellent, personalized service the first time to ensure customer satisfaction and build trusted relationships.
• Time management: Efficiently managing time to handle multiple tasks and service appointments within scheduled timeframes.
• Attention to detail: Meticulous in performing tasks to ensure accuracy and prevent recurring issues.
• Manual dexterity: Good hand-eye coordination and the ability to use tools and equipment precisely.
• Technical documentation: Ability to read and interpret technical manuals, blueprints, and schematics.
• Adaptability: Flexibility to adapt to new technologies, tools, and varying work environments and conditions.
• Safety awareness: Understanding and following safety protocols to prevent accidents and injuries.

Service organizations use field service management to better coordinate resources and meet rising customer demands. Today's technicians rely on field service management software, like Salesforce Field Service, which offers a host of technologies that make their jobs easier such as:

Connected data
Field service management software gives technicians a complete view of information — including customer account details, past interactions, asset service management, and more. With a single view, technicians are better equipped to provide personalized and efficient support with access to all information in one place.

Field service automation and AI
Automation and AI can help field service technicians save time and provide more personalized customer support. Field service automation simplifies processes and streamlines repetitive tasks.

Take dispatch management, for example. Dispatchers can use automation and AI in the software to optimize schedules to get your customers the right help when they need it. 

Route optimization uses automation and AI provides the fastest and most cost-efficient route to a customer site based on factors like traffic, number of stops, and delivery windows. Real-time updates and automatic alerts help field service technicians arrive on time even when schedules change.

When technicians need more information, AI-generated knowledge base articles provide additional support. AI can also automate service brief creation and case summaries. Automating tasks like these allows field service technicians to focus on high-priority activities that require critical thinking and a human touch.

Mobile apps and messaging
Field service mobile apps give on-site technicians instant access to customer data, scheduling changes, routes, and other information they need to do their job effectively and efficiently — even when they’re in locations that don’t have service.. Field service software also typically has other tools that let your technicians communicate and get support.

Messaging, like Slack, lets technicians communicate with the back office in real time. Appointment Assistant lets customers know when field service technicians are on their way and more. With Visual Remote Assistant, your technicians can get guidance from experts when needed via two-way, interactive video. In some cases, visual remote assistance can be used to virtually guide customers through repairs and installations — supporting field service sustainability.

Augmented reality

Field service technicians can use augmented reality (AR) to enhance their efficiency and accuracy while performing repairs and maintenance. With AR glasses or mobile devices, technicians can overlay digital information onto the physical equipment they are working on to get real-time guidance, schematics, and step-by-step instructions. AR can significantly reduce the time spent on troubleshooting by visually identifying problems and suggesting quick solutions.

Drones
Drones assist field service technicians by monitoring and inspecting hard-to-access equipment and sites. AI can analyze photos taken by drones and suggest repairs. Some service organizations also use drones to transport equipment to technicians in the field.

Start by researching companies that provide field service and looking at their job listings. You'll get a sense of what specializations interest you the most, and what skills and education you'll need to land a field service technician job. Here are some other ways to prepare:

Education
Education requirements for field service technician roles vary by company and role. Not all companies expect job candidates to have a college degree. For instance, one entry-level job may require a bachelor's degree in mechanical engineering while another could require a high school diploma and at least five years of relevant technical service experience. It all depends on what the job entails.

Training and certifications
Some technical high schools may provide programs in field service, such as plumbing, electricity, or HVAC. Many community colleges also offer IT and other technical certificate programs. Technology trade schools are a viable alternative to a college degree. The more specialized the training or certification program is, the better your chances are of getting hired for a field service job in the same specialization. Trailhead, Salesforce’s free online learning platform, is a great way to strengthen skills important to field service.

Networking and building a social media presence
Your connections could lead you to the right job. If you’re in school, ask fellow students or a guidance counselor for any courses or training you could attend. And seek out potential employers and communities like Serviceblazer, where you can meet and network with field service pros. Share your interests and connect with field service companies you're interested in on social media platforms like LinkedIn.

What is the career outlook for field service technicians?
As experienced field service workers continue to retire, there is an immediate need for new, skilled technicians. Our research finds the majority of service decision-makers expect significant increases in budget, headcount, and case volume over the next year. And between now and 2032, the U.S. Bureau of Labor predicts 582,100 new U.S. job openings each year in installation, maintenance, and repair occupations.

Industries that rely on field service technicians include:

• IT
• Manufacturing
• Facilities management
• Utilities
• Telecommunications
• Commercial HVAC
• Healthcare and medical devices
• Home services (i.e., plumbing, electricity, construction)

Plus, consider this stat: 91% of decision makers at organizations with field service say mobile workers are critical to scaling their business. This makes the outlook for field service careers even brighter.

Field service technicians are essential to customer service, whether they're installing network infrastructure, fixing a residential customer's central air conditioning system, or maintaining a piece of manufacturing machinery. As customers continue to expect more, service organizations are empowering their on-site technicians with connected data, automation, and AI to deliver exceptional customer service.

These technologies and others increase efficiencies and help mobile workers focus on complex tasks and building customer relationships and trust. Field service technicians, and those who are interested in this career, should stay current on existing and future field service technologies to set up for success.