Field service technicians perform on-site repairs of machinery and equipment. They work on non-portable machines, such as security and heating systems, or machines that are used in private homes, such as washing machines, cable and satellite television systems, as well as heating and air conditioning equipment. Technicians who work in complex fields typically have an associate's degree and certification, while other technicians in less complex fields can usually be trained on the job. Consequently, field service technicians need to be quick learners who are able to absorb and apply new information effectively. Customer-service skills and trustworthiness are also key, as field service technicians often work inside the homes of their customers. Technicians with associate's or bachelor's degrees can expect to have more advancement opportunities than those without certification. Computer technicians will also be in greater demand as more companies start to expand their technological presence.
Assessments for Field Service Technicians
When searching for field service technicians, hiring managers are primarily concerned with two areas: mechanical aptitude and customer service. For those field service technicians who will be working in people's homes, there is often also an emphasis on ensuring that candidates are reliable and trustworthy. Pre-employment tests can help assess all of these areas. Criteria Corp customers typically administer two or three tests for field service technicians, depending on their priorities and the exact nature of the role. The Wiesen Test of Mechanical Aptitude (WTMA) is designed for roles in which employees will be operating, maintaining, or repairing equipment or machinery. It measures a person's general mechanical aptitude, which is the ability to learn and apply new information in a mechanical context. The Customer Service Aptitude Profile (CSAP) measures personality traits essential to customer service positions, and helps ensure a person will be well-suited for a customer-facing role. Finally, if employers want to minimize the risk related to sending field service technicians to work in customer's homes, employers can utilize the Workplace Productivity Profile (WPP). The WPP is a behavioral risk assessment used for entry and mid-level positions, used to evaluate an applicant's reliability, work ethic, honesty, as well as their attitudes towards theft.
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Source: U.S. Department of Labor