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%
$85,757
TOTAL 50%
$88,401
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)
Describes the basic steps of the failure analysis.
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Level 2 Behaviors
(Light Experience)
Compiles process failure modes effects analysis to aid in completing technical requirements.
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Level 3 Behaviors
(Moderate Experience)
Implements cause and effect analysis to deal with and resolve ambiguous and intermittent failures.
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Level 4 Behaviors
(Extensive Experience)
Mentors the team in developing experiments and tests to evaluate the suitability and reliability of solutions.
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Level 5 Behaviors
(Mastery)
Leads continuous improvement initiatives on equipment failure analysis.
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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)
Discusses empathetic language in creating personalized and memorable customer interaction.
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Level 2 Behaviors
(Light Experience)
Follows the regulations and policies governing customer interactions.
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Level 3 Behaviors
(Moderate Experience)
Handles employee-to-customer interactions to maximize the overall customer experience.
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Level 4 Behaviors
(Extensive Experience)
Engages with customers to ensure positive interaction and build strong relationships.
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Level 5 Behaviors
(Mastery)
Develops strategies to improve customer interactions and achieve maximum customer satisfaction.
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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)
Explains the framework process used to monitor and ensure customer satisfaction.
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Level 2 Behaviors
(Light Experience)
Collects customer feedback to support the analysis of customer satisfaction scores.
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Level 3 Behaviors
(Moderate Experience)
Handles challenges and issues that affect high level customer satisfaction.
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Level 4 Behaviors
(Extensive Experience)
Integrates customer service analytics to forecast customers' future needs and maximize satisfaction.
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Level 5 Behaviors
(Mastery)
Develops customer service strategies to attain positive impacts on customer satisfaction.
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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)
Explains the importance of showing clients that their perspectives are valued.
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Level 2 Behaviors
(Light Experience)
Responds to customers and addresses their needs in real-time.
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Level 3 Behaviors
(Moderate Experience)
Looks for ways to add value beyond clients' immediate requests.
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Level 4 Behaviors
(Extensive Experience)
Develops guidelines for dealing with customer issues.
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Level 5 Behaviors
(Mastery)
Develops and improves products and services to meet customer needs.
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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)
Identifies the procedures for making sure that results are mistake-free.
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Level 2 Behaviors
(Light Experience)
Processes limited amounts of detailed information with reasonable accuracy.
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Level 3 Behaviors
(Moderate Experience)
Reviews and analyzes the accuracy of data and details.
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Level 4 Behaviors
(Extensive Experience)
Designs systems to help the team organize and track details and project progress.
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Level 5 Behaviors
(Mastery)
Develops best practices for identifying and correcting errors, oversights, and omissions.
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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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