When you need to recruit a Field Service Engineer, what are the best strategies to use? Field Service Engineers are vital to the smooth and effective running of the company as a whole. So, the ability to recruit a field service engineer efficiently and in a timely manner is vital for all field service engineering leaders.
This article offers a step-by-step guide on how to recruit a field service engineer.

Top Tips on how to Recruit a Field Service Engineer

Introduction

Depending on the size of your Field Service team, you may be continuously hiring Field Service Engineers, to make sure you can maintain the service team numbers as necessary.

Major companies have talent Acquisition teams and can afford to post hundreds of vacancies on LinkedIn.

At the other end of the scale, you may only have one or two Field Service Engineers and may not have hired a Field Service Engineer for several years. You may find yourself suddenly needing to replace someone who you have relied on for many years.

Whether you work for a major corporation or run your own field service business we recommend you think of the process in six steps.
The six-step process will be easier, smoother, and more successful. You will not only recruit a field service engineer but also retain them within your organisation.

1. Define the Role and Responsibilities

Job Description

Start by creating a clear and comprehensive job description. Outline key responsibilities such as troubleshooting, installation, maintenance, customer support, and travel requirements.

Skills and Experience

Identify the technical skills (e.g., knowledge of specific systems or equipment), soft skills (e.g., communication and customer service), and certifications (e.g., safety training, specific engineering certifications) required for the role.

Customer Skills

Highlight the importance of communication, problem-solving, and the ability to build long term relationships with clients.

Travel Commitment

Be transparent about the travel requirements and whether it’s local, regional, national, or international. Mention any per diem, lodging, or reimbursement policies to set clear expectations.

2. Identify Key Qualities when you Recruit a Field Service Engineer

Technical Expertise

Field service engineers must be highly skilled in diagnosing and fixing equipment. Look for candidates with strong experience in your industry’s relevant systems or products.
If you are unable to source people with experience of your equipment, the next best option is to find engineers who have serviced equipment that contains similar technologies, e.g. pumps, power supplies, high voltages, PCBs, conveyors, magnets, SCADA, etc.

Problem-Solving Skills

Field engineers often encounter unpredictable issues that require quick thinking and creativity to solve.

Customer Service Orientation

Since the role involves direct interaction with clients, strong interpersonal and communication skills are essential.

Adaptability

Field engineers may have to work in various environments, so flexibility and the ability to adapt to different situations are crucial.

Self-Motivation

Field engineers typically work independently and may be required to manage their own time efficiently.

3. Sourcing Candidates to Recruit a Field Service Engineer

Leverage Your Existing Network and use Employee Referrals

Current employees who have been in similar roles might know someone with the right skill set. Offering a referral bonus can incentivise employees to recommend qualified candidates.

Industry Connections

Reach out to professional groups, associations, or technical communities to see if they have any recommendations, or job boards where field service engineers actively search for roles.

Job Boards and Career Websites

Post on industry-specific job boards (e.g., Engineering Jobs, TechCareers, The Field Engineer Job Board.
By far the largest network for finding engineers is LinkedIn. If you are not using LinkedIn to search for candidates, you are missing out.
You may not like LinkedIn, but you can search your network and find possible candidates.

If you have your own Company Page on LinkedIn and have not used LinkedIn jobs previously LinkedIn offers you one free job. This may be all you need.
The Job posting service Indeed recently changed its rules to stop recruitment agencies posting vacancies. As an employer you can post your job on Indeed for free. Or pay more to get more visibility for longer.
There are many other Job Boards available depending on where you are based, and your preferred languages.

Recruitment Agencies

Specialised recruitment agencies can help you find engineers with the right skill set faster.
Recruitment agencies may charge a placement fee of anything from 15% to 30% of the base starting salary.
We will publish a future blog about how to manage a recruitment agency. In short, if you treat your agency well, they will be more likely to put in the work to fill your role.

Industry Events and Conferences

If you have the luxury of knowing that you will be hiring on a regular basis use trade shows and industry networking events as an opportunity to meet up with people who you might like to hire in the future. If you have met a few potential engineering hires, and you suddenly find you need to hire a replacement you already have some contacts.

Employee Referrals

Your existing team can be a valuable resource for finding qualified candidates. This kind of scheme works best if you are working in a large company. However, even in a small company it is worth checking with your team and your local connections to see if they know anyone who could be a good fit for your vacancy.

Social Media

In addition to LinkedIn other social media platforms like YouTube, Facebook, Instagram, and Nextdoor can be good places to find service engineers. They may be self-employed and keen to work for an employer or have a YouTube channel where they show of their knowledge.

4. Screening and Interview Process

Initial Screening to recruit a Field Service Engineer

Whether you are advertising jobs yourself, using a recruitment agency, or receive a referral from a contact. The most important element to screening candidates is speedy feedback.

If you have not needed to recruit a Field Service Engineer for a long time the recruitment market now is very challenging.

If the first application you get looks to be a great fit, speak to the candidate as soon as possible.
Don’t wait to get a shortlist of three applicants before arranging an interview. You may never get three good applicants!
Speak to good candidates ASAP!

If you are working with agencies, try and review CVs within 24 hours. Give your initial feedback to your recruiter as soon as possible.
For example, if you read the CV and think this person looks great, but they haven’t mentioned a specific skill or certification you need, go back to the agency and check this straight away.
Feedback promptly to direct candidate applications. Feedback promptly to agencies on their submissions.
Review resumes and CVs promptly.
Check for relevant technical experience, certifications, and prior field service experience.

If you make any changes to your requirements, e.g. you realise you need another skill, certification, etc. Or you no longer need a specific skill, let your recruitment agency know straight away.
Keep agencies updated about where you are with interviews.

Diagnostics

Just as your engineer needs to get diagnostic feedback from the system they are fixing. Recruiters need diagnostic feedback on the candidates they send to you.
Imagine trying to fix a device with no diagnostic outputs. You might be able to do it, but it will take a lot longer and not necessarily be the best fix.
Tell the recruiter what they need to know to help you get the best candidate into your company.

Technical Assessments

Depending on the role, include a technical assessment (problem-solving exercises, equipment troubleshooting scenarios) to test your candidate’s knowledge and problem-solving abilities.

Behavioural Interviews

In addition to technical interviews, ask behavioural questions that reveal the candidate’s soft skills, work ethic, and ability to handle real-world situations. For example, ask them about a time they resolved a challenging technical issue or how they managed a difficult customer.

Field Simulation to successfully recruit a Field Service Engineer

If possible, simulate a field situation where the candidate must work through a problem, demonstrating their technical expertise, customer service skills, and decision-making process.

Cultural Fit

Assess whether the candidate enjoys working independently, as field service engineers often work solo.
Ask about their ability to manage their time and handle remote work situations.
A field service engineer needs to represent your company well in front of clients. Assess whether the candidate fits the company culture and aligns with your values, especially regarding communication and customer service.

Look for a Strong Customer Service Background

Focus on past experiences where the candidate demonstrated customer-facing abilities. Consider hobbies, fund raising, working for a charity, and other activities they have done in their free time. Maybe they worked in a customer facing job while they were studying?
Ask them about challenging customer interactions and how they ensured satisfaction despite technical challenges.

Assess Communication Skills with Customer-Focused Interview Questions

Field service engineers must explain complex technical issues to customers in a simple and friendly manner. Test their communication skills during interviews, role-playing scenarios if necessary.

5. Making the offer

Offer a salary package that is competitive for the role and market. Include benefits like travel allowances, health insurance, and bonuses for performance or on-call work.
Before sending out a written offer pre-close the candidate on the offer. “If we offer you x salary, y car, and z holidays and bonus, will you accept the offer?”
This is best done face to face in person or via a video call.
Don’t send out a written offer until you have a verbal acceptance that the offer you are going to send will be accepted.

Onboarding Process

Create a thorough onboarding programme that includes safety training, equipment familiarisation, and customer interaction training, and anything else specific to your company.

Mentorship and Training

If you have other experienced engineers in your team, pair the new engineer with an experienced mentor or supervisor for support in the initial stages. Ongoing training should also be part of the role, especially as new technologies or equipment are introduced.

6. Retention Strategies

Growth Opportunities

Offer opportunities for advancement and professional development, such as certifications, training programmes, or leadership opportunities.

Regular Feedback and Support

Ensure regular check-ins with supervisors and provide feedback. Field service engineers often work independently, so maintaining connection and support is key to retaining them.

Work-Life Balance

Since the role can involve a lot of travel, provide flexibility where possible and support a healthy work-life balance.

Professional Development

Highlight opportunities for training, certifications, or career advancement within the company.
Opportunities to work in another country or learn a language can also be exciting. Engineers often look for roles that will help them grow both technically and professionally.

Conclusion to How to successfully Recruit a Field Service Engineer

By focusing on these steps and prioritising the technical skills, soft skills, and adaptability required for field service engineers, you can successfully recruit top talent and build a strong, efficient team. The ideal person to fill your field service role may not be working as a field service engineer at the moment. Indeed, they may not have considered this type of role before, but may be ideal for it. This is where recommendations from existing field engineers are vital.

Further Reading

How to source field installation engineers
Harnessing AI Power in Recruiting – Striking the Best Balance