1 hard skill or competency (industry competency) for Field Service Engineer IV
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 IV
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 IV
Skill definition-Aligning business processes with customers’ goals and expectations.
Level 1 Behaviors
(General Familiarity)
Cites different customer preferences and requests to configure products to customer liking.
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Level 2 Behaviors
(Light Experience)
Applies the principles of maintaining a customer-focused environment to meet service standards.
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Level 3 Behaviors
(Moderate Experience)
Audits the services provided to clients to ensure they meet client needs.
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Level 4 Behaviors
(Extensive Experience)
Anticipates clients' upcoming needs and concerns to prevent potential issues.
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Level 5 Behaviors
(Mastery)
Champions new tools and techniques for anticipating clients' upcoming needs and concerns.
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Skill definition-Executing and completing a task with a high level of accuracy.
Level 1 Behaviors
(General Familiarity)
Cites steps and tips to improve attention to detail in the workplace.
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Level 2 Behaviors
(Light Experience)
Keeps full attention when listening to understand the message.
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Level 3 Behaviors
(Moderate Experience)
Balances between accuracy and efficiency for different tasks or programs.
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Level 4 Behaviors
(Extensive Experience)
Creates and implements quality management processes for our business.
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Level 5 Behaviors
(Mastery)
Defines possible hurdles to projects and creates strategies to deal with them.
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Summary of Field Service Engineer IV skills and competencies
There are 1 hard skills for Field Service Engineer IV, Failure Analysis.
10 general skills for Field Service Engineer IV, Customer Interaction, Customer Satisfaction, Customer Support, etc.
6 soft skills for Field Service Engineer IV, 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 IV, he or she needs to be skilled in Customer Focus, be an expert in Attention to Detail, and be skilled in Time Management.