Skills & Competencies for Field Service Engineer II

Field Service Engineer II job profile

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JOB SUMMARY for Field Service Engineer II

Provides on-site support and technical assistance with various products or equipment.

JOB RESPONSIBILITIES for Field Service Engineer II

Installs, troubleshoots, and provides routine maintenance to products/equipment to ensure proper function and maximize uptime. Identifies, analyzes, and repairs product failures and replaces and installs new components or parts as necessary. Inspects and tests completed work to ensure the service meets quality and safety standards. Develops detailed service reports to document service visits, issues, and troubleshooting actions and logs and tracks maintenance activities. Answers basic customer questions about product/equipment features or issues and escalates complex problems as necessary. Performs start-up testing and customer training on features and the general maintenance of products.

Field Service Engineer II SALARY RANGE

BASE 50%
$86,741
TOTAL 50%
$89,368
Job Level
P02
Job Code
EN04100066
Education/Degree
Bachelor's Degree
Reports To
Manager

Field Service Engineer II Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Field Service Engineer II skill and competencie below to view definitions.
INDUSTRY COMPETENCIES JOB FAMILY COMPETENCIES CORE COMPETENCIES
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1 hard skill or competency (industry competency) for Field Service Engineer II

1 Industry Competency – Failure Analysis
Proficiency Level -2
Skill definition-Defining the cause of failure to make corrective actions and mitigate further failures through a systematic investigation.
Level 1 Behaviors
(General Familiarity)
Explains the methods of a variety of specialized Failure Analysis techniques.
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Level 2 Behaviors
(Light Experience)
Supports new processes, product transfer, and startup.
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Level 3 Behaviors
(Moderate Experience)
Works with test engineers and technicians to conduct tests and understand the customer's requirements.
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Level 4 Behaviors
(Extensive Experience)
Resolves complex failure analysis on repeat equipment failure and ensures prevention of reoccurrence.
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Level 5 Behaviors
(Mastery)
Sets test sample size needs and durations for reliability testing using lifetime models and reliability statistics.
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3 Field Service Engineer II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Field Service Engineer II
Proficiency Level - 4
5 Competency for - Field Service Engineer II
Proficiency Level - 5

10 general skills or competencies (Job family competencies) for Field Service Engineer II

1 Job Family Competencies – Customer Interaction
Proficiency Level -2
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Lists possible issues and concerns regarding customer interaction.
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Level 2 Behaviors
(Light Experience)
Supports the development of creative ways to improve the value of customer interaction.
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Level 3 Behaviors
(Moderate Experience)
Performs good customer interaction to meet our customer standards and our objectives.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement opportunities in the customer interaction process to create positive service.
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Level 5 Behaviors
(Mastery)
Leads innovative processes to maximize the timing and effectiveness of customer interactions.
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2 Job Family Competencies – Customer Satisfaction
Proficiency Level -2
Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Lists the factors that influence customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Performs customer follow-up to complete all service requests on time.
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Level 3 Behaviors
(Moderate Experience)
Uses key performance indicators (KPIs) to measure goals for customer satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Trains and guides teams on the methods and formulas used to measure customer satisfaction data.
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Level 5 Behaviors
(Mastery)
Promotes interdepartmental collaboration to achieve service level agreements (SLA).
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3 Field Service Engineer II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Field Service Engineer II
Proficiency Level - 4
5 Competency for - Field Service Engineer II
Proficiency Level - 5

6 soft skills or competencies (core competencies) for Field Service Engineer II

1 Core Competencies – Customer Focus
Proficiency Level -3
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Identifies appropriate actions in dealing with client issues.
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Level 2 Behaviors
(Light Experience)
Seeks information to understand customers' circumstances, problems, expectations, and needs.
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Level 3 Behaviors
(Moderate Experience)
Reviews action plans to identify the factors that may affect customer relationships.
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Level 4 Behaviors
(Extensive Experience)
Measures customer satisfaction levels to recommend and implement service improvement alternatives.
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Level 5 Behaviors
(Mastery)
Establishes best practices to create, evaluate and enhance customer loyalty.
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2 Core Competencies – Attention to Detail
Proficiency Level -3
Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists best practices and tools to maintain high accuracy and thoroughness in the workplace.
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Level 2 Behaviors
(Light Experience)
Uses checklists to ensure that information goes out error-free.
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Level 3 Behaviors
(Moderate Experience)
Sets up processes to ensure delivery of high-quality work.
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Level 4 Behaviors
(Extensive Experience)
Employs techniques for motivating personnel to meet or exceed accuracy goals.
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Level 5 Behaviors
(Mastery)
Leads the creation of tools for enhancing and assuring accuracy.
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3 Field Service Engineer II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Field Service Engineer II
Proficiency Level - 4
5 Competency for - Field Service Engineer II
Proficiency Level - 5

Summary of Field Service Engineer II skills and competencies

There are 1 hard skills for Field Service Engineer II, Failure Analysis.
10 general skills for Field Service Engineer II, Customer Interaction, Customer Satisfaction, Customer Support, etc.
6 soft skills for Field Service Engineer II, Customer Focus, Attention to Detail, Time Management, etc.
While the list totals 17 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Field Service Engineer II, he or she needs to be skilled in Customer Focus, be skilled in Attention to Detail, and be skilled in Time Management.

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