Field Service Technician interview questions and answers
These sample Field Service Technician interview questions are designed to help you identify skilled technicians with customer service experience.
10 good field service technician interview questions
- A customer problem is taking you longer than expected and you’re running late for your next appointment. What do you do?
- How do you prepare yourself before meeting a client on-site? What equipment do you usually take with you?
- You are dealing with a customer problem, you’ve tried different ways but nothing seems to work. What’s your next step?
- You are asked to fix a printer. What additional questions would you ask to better identify the problem?
- Are you familiar with our products? Can you think of some of our common customer queries?
- How do keep record of your work? Do you use any tools or systems to help you organize and file the cases you have handled?
- What does excellent after-sales support mean to you?
- Walk me through the process of updating the computer operating system.
- How do you install antivirus software?
- Describe a situation where you have dealt with an angry customer. How did you handle their complaints?
Here are 10 essential interview questions and sample answers to help identify the best candidates for this role.
1. A customer problem is taking you longer than expected and you’re running late for your next appointment. What do you do?
This question assesses the candidate’s time management and customer service skills.
Sample answer:
“I would inform the customer about the delay and offer to reschedule if necessary. I would also contact my next appointment to inform them of the delay and reschedule if needed.”
2. How do you prepare yourself before meeting a client on-site? What equipment do you usually take with you?
This question evaluates the candidate’s organizational and planning skills.
Sample answer:
“I make sure to review the client’s issue beforehand and pack all the necessary tools and parts. I also carry diagnostic equipment to troubleshoot any unexpected problems.”
3. You are dealing with a customer problem, you’ve tried different ways but nothing seems to work. What’s your next step?
This question tests the candidate’s problem-solving and decision-making abilities.
Sample answer:
“If I’ve exhausted all troubleshooting steps, I would consult with a senior technician or escalate the issue to the engineering team for further analysis.”
4. You are asked to fix a printer. What additional questions would you ask to better identify the problem?
This question assesses the candidate’s diagnostic skills.
Sample answer:
“I would ask questions like, ‘When did the problem start?’ and ‘Have there been any error messages?’ to better understand the issue.”
5. Are you familiar with our products? Can you think of some of our common customer queries?
This question gauges the candidate’s product knowledge and customer service skills.
Sample answer:
“Yes, I am familiar with your product line. Common queries might include installation issues, software updates, and troubleshooting common errors.”
6. How do keep record of your work? Do you use any tools or systems to help you organize and file the cases you have handled?
This question evaluates the candidate’s organizational skills and familiarity with record-keeping tools.
Sample answer:
“I use a field service management software to log all customer interactions, issues, and resolutions. This helps me keep track of my work and ensures continuity of service.”
7. What does excellent after-sales support mean to you?
This question assesses the candidate’s understanding of customer service.
Sample answer:
“To me, excellent after-sales support means not just fixing the problem but also educating the customer on how to prevent similar issues in the future.”
8. Walk me through the process of updating the computer operating system.
This question tests the candidate’s technical knowledge.
Sample answer:
“First, I would back up important data. Then, I would go to the system settings, check for updates, and follow the on-screen instructions to complete the update.”
9. How do you install antivirus software?
This question evaluates the candidate’s technical skills and attention to detail.
Sample answer:
“I would download the software from a trusted source, run the installer, and follow the on-screen instructions, making sure to customize settings based on the user’s needs.”
10. Describe a situation where you have dealt with an angry customer. How did you handle their complaints?
This question assesses the candidate’s interpersonal skills and conflict resolution abilities.
Sample answer:
“I once had a customer who was frustrated because their system kept crashing. I listened to their concerns, empathized, and assured them that I would resolve the issue promptly, which I did.”
What does a good field service technician candidate look like?
A strong Field Service Technician candidate should have a solid technical background, excellent problem-solving skills, and a customer-first attitude. They should also be highly organized and able to manage their time effectively.
Red flags
Be cautious of candidates who lack technical knowledge, have poor communication skills, or show an inability to handle stressful situations. A lack of preparation for the interview or unfamiliarity with your company’s products can also be warning signs.
Field Service Technician Interview Questions
Field Service Technicians visit clients on-site to provide equipment maintenance, perform system upgrades or troubleshoot emergencies. They use their technical skills and product training to ensure proper use of machines and electronic devices and to ensure client satisfaction.
To succeed in this role, your candidates need to be able to solve problems and explain technical details to a non-technical audience. Ask them to describe how they would troubleshoot a problem you usually encounter. If they are able to quickly come up with an effective solution or suggest something innovative, they’re probably a good fit for this position. In some cases, they won’t have sufficient information to solve a given problem. You can use situational questions to see how your candidates would approach ambiguous issues and how they would identify customer needs.
During your interview process, be mindful of the fact that your Field Service Technician is also the face of your company. These questions can help you identify candidates who are responsible and can work independently, with minimum or no supervision. You should also consider asking about their availability to work flexible hours and their ability to travel, if those requirements apply to your company.
Let’s summarize some of the questions and add a few more divided into specific types.
Operational and Situational questions
- A customer problem is taking you longer than expected and you’re running late for your next appointment. What do you do?
- How do you prepare yourself before meeting a client on-site? What equipment do you usually take with you?
- You are dealing with a customer problem, you’ve tried different ways but nothing seems to work. What’s your next step?
- You are asked to fix a printer. All you know is that when the customer tries to print, there’s an ‘error’ notification. What additional questions would you ask to better identify the problem?
- Are you familiar with our products? Can you think of some of our common customer queries?
- How do keep record of your work? Do you use any tools or systems to help you organize and file the cases you have handled?
Role-specific questions
- What does excellent after-sales support mean to you?
- Do you have a valid driver’s licence?
- Walk me through the process of updating the computer operating system.
- How do you install antivirus software?
- How do you access the Recovery Control in Windows?
- Can you name a few ways to increase a laptop’s battery life?
Behavioral questions
- Describe a situation where you have dealt with an angry customer. How did you handle their complaints?
- What resources do you use to discover the latest technology trends?
- What’s your area of expertise? Is there something you would like to learn more about?
- Describe the hardest problem you have faced so far. What made the situation complex and how did you manage to handle it?