| Detail | For this role |
|---|---|
| Department | Engineering |
| Level | Entry level |
| Reports to | Service Manager |
| Direct reports | None |
| Experience | Fresher or up to 3 years in field service |
Field Service Engineer job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Field Service Engineer
Department: Engineering
Reports to: Service Manager
Location: [City], [office, branch or site]
About the role
A Field Service Engineer installs, services and repairs equipment at customer sites across a region. They travel to sites, diagnose faults, carry out repairs and preventive maintenance, and get the customer running again. The role is the face of the company after the sale. A good Field Service Engineer fixes right the first time, keeps customers informed, closes calls fast, and keeps clean records of every visit and part used.
Key responsibilities
- Travel to customer sites to install, commission and hand over equipment.
- Diagnose breakdowns and carry out repairs to restore the equipment.
- Perform preventive maintenance visits as per the contract schedule.
- Replace spares and record the parts used on each call.
- Update the customer and the service desk on call status.
- Fill service reports and get customer sign-off after each visit.
- Escalate complex faults to senior engineers or the factory.
- Advise customers on correct use and basic upkeep of the equipment.
- Carry and account for tools, spares and calibration equipment.
Requirements
- Diploma or ITI in mechanical or electrical trade
- Driving licence for site travel
- Product training is an advantage
- Fresher or up to 3 years in field service
KRAs and KPIs for a Field Service Engineer
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| First time fix | Calls resolved on the first visit 85 percent of the time |
| Response | Breakdown calls attended within the promised window |
| Preventive visits | All scheduled maintenance visits completed on time |
| Reporting | Service report and sign-off submitted for every visit same day |
| Parts accuracy | Spares used recorded correctly with no stock mismatch |
| Customer rating | Customer satisfaction rating kept above the target |
Skills and tools
Tools used day to day: Hand and power tools, Multimeter and diagnostic kit, Service app on mobile, Calibration instruments, Spare parts kit.
Reporting line and career path
Next roles: Senior Field Service Engineer, Service Engineer, Service Team Lead
Interview questions for a Field Service Engineer
- Walk me through attending a breakdown call from start to finish.
- How do you diagnose a fault when the customer description is vague?
- How do you handle an angry customer whose machine is down?
- When do you escalate rather than keep trying to fix?
- How do you record parts used and get customer sign-off?
- How do you stay safe working alone at a customer site?
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What does a Field Service Engineer do?
A Field Service Engineer installs, services and repairs equipment at customer sites across a region. They travel to sites, diagnose faults, carry out repairs and preventive maintenance, replace spares and get the customer running. They keep records of each visit and part used. Their job is fast, first time fixes that keep customers happy.
What is the difference between a Field Service Engineer and a Service Engineer?
A Field Service Engineer works mainly at customer sites, travelling across a territory. A Service Engineer may also work in a workshop, repairing units brought in and handling diagnostics on the bench. The field role centres on travel and on site fixes; the workshop role centres on repair depth.
What qualifications does a Field Service Engineer need?
A diploma or ITI in a mechanical or electrical trade, plus a driving licence for site travel. Product training helps. Employers value hands on fault finding, safe working alone, clear customer handling and the discipline to record parts and file reports for every visit.