1 hard skill or competency (industry competency) for Field Service Engineer I
Skill definition-Defining the cause of failure to make corrective actions and mitigate further failures through a systematic investigation.
Level 1 Behaviors
(General Familiarity)
Cites basic failure analysis principles and methodologies to identify equipment failures.
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Level 2 Behaviors
(Light Experience)
Applies structural analysis methods to support test and failure investigations.
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Level 3 Behaviors
(Moderate Experience)
Coordinates directly with customers to complete root cause failure analysis.
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Level 4 Behaviors
(Extensive Experience)
Addresses failures through in-depth data analysis and control system logic review.
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Level 5 Behaviors
(Mastery)
Adopts the latest technologies and tools used for to conduct failure analysis.
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10 general skills or competencies (Job family competencies) for Field Service Engineer I
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Cites common platforms used in facilitating customer interaction and engagement.
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Level 2 Behaviors
(Light Experience)
Compiles information and data related to customer interactions to appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
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Level 4 Behaviors
(Extensive Experience)
Delivers optimal customer solutions during interaction to enhance customer interaction value.
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Level 5 Behaviors
(Mastery)
Builds customer service workflows to streamline the delivery of substantive customer interactions.
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Skill definition-Collecting, analyzing, and measuring satisfaction levels of customers to improve our business's service and products.
Level 1 Behaviors
(General Familiarity)
Cites the best practices used in improving customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Adheres to our policies in providing customer satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Analyzes survey results to identify opportunities in improving customer service and satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Creates and leverages KPIs to measure the effectiveness of customer satisfaction.
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Level 5 Behaviors
(Mastery)
Champions the adoption of digital analytics to measure customer satisfaction.
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6 soft skills or competencies (core competencies) for Field Service Engineer I
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Lists the benefits of having a customer-focused organization.
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Level 2 Behaviors
(Light Experience)
Supports the management in developing customer engagement processes.
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Level 3 Behaviors
(Moderate Experience)
Uses customer feedback to help management improve products and services.
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Level 4 Behaviors
(Extensive Experience)
Monitors and evaluates the process of innovating the client service model and service standards.
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Level 5 Behaviors
(Mastery)
Promotes organizational activities that build rapport and cooperative relationships with customers.
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Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Lists the traits of an employee showing great attention to detail.
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Level 2 Behaviors
(Light Experience)
Utilizes specific approaches and tools for checking and cross-checking outputs.
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Level 3 Behaviors
(Moderate Experience)
Uses tools to organize and monitor work progress.
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Level 4 Behaviors
(Extensive Experience)
Manages training to improve staffs' concentration and attention to detail.
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Level 5 Behaviors
(Mastery)
Learns from previous works' strengths and weaknesses to guide new projects.
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Summary of Field Service Engineer I skills and competencies
There are 1 hard skills for Field Service Engineer I, Failure Analysis.
10 general skills for Field Service Engineer I, Customer Interaction, Customer Satisfaction, Customer Support, etc.
6 soft skills for Field Service Engineer I, 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 I, he or she needs to be proficient in Customer Focus, be proficient in Attention to Detail, and be proficient in Time Management.