Skills & Competencies for Field Service Technician II

Field Service Technician II job profile

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JOB SUMMARY for Field Service Technician II

Provides maintenance and technical support for company products at customer field locations.

JOB RESPONSIBILITIES for Field Service Technician II

Installs new products or enhances existing ones and may provide training and best practices for on-site personnel. Determines when products should be replaced and recommends and plans upgrades. Identifies and troubleshoots malfunctions and conducts or schedules repairs. Develops detailed service reports to document service visits, issues, and troubleshooting actions and logs and tracks maintenance activities.

Field Service Technician II SALARY RANGE

BASE 50%
$58,818
TOTAL 50%
$59,718
Job Level
A02
Job Code
SC16000269
Education/Degree
High School Diploma or Technical Certificate
Reports To
Supervisor

Field Service Technician 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 Technician II skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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10 general skills or competencies (Job family competencies) for Field Service Technician II

1 Job Family Competencies – Customer Interaction
Proficiency Level -3
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Describes the principles of customer interaction in providing exceptional customer service.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions within the 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)
Directs customer interaction efforts to deliver services according to customer requirements.
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Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
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2 Job Family Competencies – Customer Relations
Proficiency Level -3
Skill definition-Creating mutually beneficial relationships with customers to improve their overall experience.
Level 1 Behaviors
(General Familiarity)
Cites examples of advantages and disadvantages of customer relationships.
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Level 2 Behaviors
(Light Experience)
Assists in creating customer loyalty programs that fosters customer relations.
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Level 3 Behaviors
(Moderate Experience)
Ensures accurate and prompt responses to customer complaints to maintain optimal customer relations.
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Level 4 Behaviors
(Extensive Experience)
Determines key opportunities to build and maintain customer relationships and drive business results.
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Level 5 Behaviors
(Mastery)
Champions the adoption of advanced systems and tools to improve the development of customer relations.
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3 Field Service Technician II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Field Service Technician II
Proficiency Level - 4
5 Competency for - Field Service Technician II
Proficiency Level - 5

9 soft skills or competencies (core competencies) for Field Service Technician II

1 Core Competencies – Standard Operating Procedures (SOP)
Proficiency Level -3
Skill definition-A set of written instructions that describes the step-by-step activities to complete tasks in compliance with business standards and industry regulations.
Level 1 Behaviors
(General Familiarity)
Cites examples of SOP practices in our business operations.
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Level 2 Behaviors
(Light Experience)
Compiles and maintains SOPs under our current policies and directions.
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Level 3 Behaviors
(Moderate Experience)
Ensures internal SOPs are in compliance with industry standards and regulations.
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Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs to ensure our SOPs are fully communicated and adhered to.
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Level 5 Behaviors
(Mastery)
Champions the adoption of SOP to foster efficiency and consistency.
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2 Core Competencies – Self-Motivation
Proficiency Level -3
Skill definition-Ability to identify one's own strengths, set goals and work hard in achieving goals, standards, and targets without external rewards or punishments.
Level 1 Behaviors
(General Familiarity)
Cites examples and traits of being self-motivated.
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Level 2 Behaviors
(Light Experience)
Commits to personal and organizational goals.
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Level 3 Behaviors
(Moderate Experience)
Communicates to employees the benefits, rewards, or sanctions if expectations are or are not met.
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Level 4 Behaviors
(Extensive Experience)
Creates a vision board with company goals and objectives to increase motivation within the team.
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Level 5 Behaviors
(Mastery)
Creates a transparent and open working environment within our organization.
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3 Field Service Technician II - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Field Service Technician II
Proficiency Level - 4
5 Competency for - Field Service Technician II
Proficiency Level - 5

Summary of Field Service Technician II skills and competencies

There are 0 hard skills for Field Service Technician II.
10 general skills for Field Service Technician II, Customer Interaction, Customer Relations, Customer Satisfaction, etc.
9 soft skills for Field Service Technician II, Standard Operating Procedures (SOP), Self-Motivation, Attention to Detail, etc.
While the list totals 19 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 Technician II, he or she needs to be skilled in Standard Operating Procedures (SOP), be skilled in Self-Motivation, and be skilled in Attention to Detail.

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