This front-line representative of the service organisation must be equipped with the right customer skills necessary to deliver a superior customer experience
Field Service Engineer


This training has been designed for both experienced and new Field Service Engineers learning unique customer service skills to ensure success in their high expectation and complex environment.

The practical tools and exercises in the training will improve the participant’s ability to effectively manage customer expectations, while solving technical issues at the customer site.

Objectives of the training

After this training, participants will be able to:

  • Manage and steer customer expectations during the delivery of on-site service
  • Communicate with customers and be sensitive towards their service needs
  • Spot opportunities for service sales opportunities and how this can benefit the customer
  • Understand the service delivery chain and how to cooperate with others to ensure you deliver high quality service
  • Understand how to plan and prioritise your service tasks and ensure they fit in one day
  • Understand what it means to have a customer centric attitude and how this will help to better serve customers and optimise the way you work with colleagues

Training outline

The training consists of the following modules:

  • Maintenance, Strategy, Planning and Execution Delivery Process
  • Prepare, execute, and close field service visits
  • Communicating with customers
  • Know the service delivery chain and how to cooperate with others
  • Understand and manage the customer service experience
  • Customer centric attitude
  • Acting as a trusted advisor when delivering service
  • Understand how to apply business competencies in delivering service
  • Work with service management applications
  • Ensure all service delivery tasks fit in a day
  • Manage your personal development in the service organisation

Training Features

Language: English (other languages upon request)

Price: Online Self-Paced: € 895

Online Coach-led: € 1,895

In-house: On-request

Duration: +/- 30 hours of self-learning that can be spread over one year

For whom: For both experienced and new Field Service Engineers operating in a technical service organisation

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