Key Responsibilities and Required Skills for On-Site Service Representative

🎯 Role Definition

The On-Site Service Representative (also known as Field Service Technician or Onsite Technician) is responsible for performing installations, preventive maintenance, diagnostics, repairs, and customer-facing support at customer locations. This role requires strong technical troubleshooting, adherence to safety and service level agreements (SLAs), clear documentation in CMMS/ERP systems, and the ability to collaborate with operations, engineering, and sales to resolve field issues quickly and professionally.

Key search terms: On-Site Service Representative, Field Service Technician, onsite support, preventive maintenance, equipment installation, service reports, SLA compliance, technical troubleshooting, customer-facing technician.

📈 Career Progression

Typical Career Path

Entry Point From:

Field Service Technician / Apprentice Technician
Electronics/Mechanical Technician or Maintenance Technician
Customer Service Representative with technical background

Advancement To:

Senior Field Service Technician / Lead On-Site Representative
Field Service Supervisor / Team Lead
Service Operations Manager or Technical Account Manager

Lateral Moves:

Technical Support Engineer (remote)
Installation Project Coordinator

Core Responsibilities

Primary Functions

Conduct on-site installation, configuration, and commissioning of mechanical and electronic equipment according to manufacturer specifications and customer requirements, ensuring systems are operational and documented.
Perform scheduled preventive maintenance and calibration on assigned equipment to reduce downtime, extend service life, and comply with warranty and service agreements.
Diagnose, troubleshoot, and repair mechanical, electrical, pneumatic, and electronic faults using test instruments, schematics, and diagnostic software; escalate complex issues to engineering when necessary.
Respond to customer service calls and emergency service requests within SLA-defined response times, prioritizing safety and minimizing production impact.
Complete detailed service reports, time sheets, and parts usage logs in the company’s CMMS/ERP system immediately after each visit to ensure accurate billing and inventory reconciliation.
Maintain a high first-time-fix rate by preparing adequately for site visits, carrying required tools, parts, and diagnostic equipment; plan parts replenishment proactively.
Conduct safety inspections and enforce company and customer site safety policies (PPE, lockout/tagout, confined space rules), document safety incidents, and participate in safety meetings.
Train end-users and on-site customer personnel on correct operation, routine maintenance, and basic troubleshooting procedures to reduce repeat service calls.
Coordinate and schedule on-site visits with customers and internal dispatch to optimize route planning, minimize travel time, and meet SLA targets.
Test repaired systems and subassemblies thoroughly, perform functional verification and final acceptance tests with the customer before closing the job.
Manage replacement parts inventory in vehicle and depot, perform cycle counts, request replenishment, and ensure traceability of serialized components.
Execute warranty and billable repairs according to company policies, documenting warranty eligibility and obtaining required approvals for out-of-scope work.
Use remote diagnostic tools and mobile applications to triage issues prior to site visits, reducing travel and enabling faster resolution when possible.
Liaise with product engineering and support teams to provide field feedback, reproduce customer issues, and contribute to product reliability improvements.
Maintain professional, customer-focused communication during site interactions; de-escalate issues, set realistic expectations, and obtain customer sign-off on completed work.
Follow project and installation checklists, electrical schematics, and vendor manuals to ensure installations meet regulatory and customer quality standards.
Capture photos, serial numbers, and configuration details for asset tracking and deliver these records to account management to support future service and renewals.
Support continuous improvement by suggesting process, safety, and service delivery improvements based on field observations and recurring issues.
Adhere to travel policies, maintain valid driver’s license and required certifications (e.g., forklift, confined space), and manage overnight or extended site assignments when required.
Participate in on-call rotation, providing after-hours support for critical outages, remote troubleshooting, and as-needed emergency dispatch.
Perform root cause analysis for repeat failures, prepare corrective action recommendations, and implement countermeasures in cooperation with engineering and quality teams.
Support pre-sales activities, site surveys, and installation assessments by providing technical input, labor estimates, and feasibility feedback to sales and project teams.

Secondary Functions

Assist in ad-hoc data collection for field performance metrics and contribute to service-level reporting.
Provide input to spare parts stocking policies based on field usage patterns and failure modes observed during service calls.
Mentor junior technicians and contribute to on-the-job training materials and best-practice documentation.
Participate in cross-functional team meetings (service, logistics, quality, and product development) to align field operations with business objectives.
Support field trials and pilot installations by coordinating logistics, capturing test data, and reporting results to the product team.

Required Skills & Competencies

Hard Skills (Technical)

Proven hands-on experience with field installations, preventive maintenance, and repairs of mechanical and electronic equipment.
Strong electrical troubleshooting skills (AC/DC circuits, wiring, multimeter usage, grounding).
Mechanical aptitude for pumps, motors, gearboxes, hydraulics, pneumatics, and basic machine alignment.
Proficiency with diagnostic tools and test equipment (multimeter, oscilloscope, vibration analyzer, thermal camera).
Experience with PLCs, control systems, and basic ladder logic troubleshooting (where applicable).
Familiarity with networking basics (Ethernet, IP addressing, Wi-Fi) for networked equipment and IoT-enabled systems.
Experience using CMMS/ERP systems (e.g., ServiceMax, SAP, Salesforce Field Service, Oracle, Maximo) and mobile field apps for documentation.
Ability to read and interpret technical drawings, schematics, wiring diagrams, and service manuals.
Competence in parts identification, inventory management, and ordering processes.
Knowledge of safety standards and regulations (OSHA, NFPA 70E) and practical application of lockout/tagout procedures.
Basic welding, soldering, or mechanical fastening skills preferred for some equipment types.
Familiarity with calibration procedures, test protocols, and use of calibration equipment.
Valid driver’s license and willingness to travel; commercial driver’s license or certifications may be required for certain roles.

Soft Skills

Excellent customer-facing communication and interpersonal skills; able to represent the company professionally on-site.
Strong problem-solving and analytical thinking under pressure to restore customer operations quickly.
Time management and organizational skills to prioritize tasks across multiple service calls and meet SLAs.
Adaptability and resilience for changing schedules, remote locations, and varied customer environments.
Attention to detail for accurate documentation, troubleshooting, and quality assurance.
Team player who collaborates with internal teams (engineering, logistics, sales) and shares field insights.
Self-motivated and able to work independently with minimal supervision while maintaining accountability.
Conflict resolution and de-escalation skills when handling frustrated customers or complex issues.
Continuous learning mindset to stay current with product updates, certifications, and industry best practices.

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED; vocational/technical certificate in electronics, mechanical technology, or related trade preferred.

Preferred Education:

Associate degree or diploma in Electrical Engineering Technology, Industrial Maintenance, Mechanical Engineering Technology, or related field.
Additional certifications (electrical, HVAC, PLC, network fundamentals) are a plus.

Relevant Fields of Study:

Electrical/Electronics Technology
Mechanical or Industrial Maintenance
HVAC / Controls / Instrumentation
Mechatronics / Automation

Experience Requirements

Typical Experience Range: 1–5 years of hands-on field service, installation, or maintenance experience for entry-level On-Site Service Representative; 5+ years for senior roles.

Preferred: Prior experience in customer-facing field service or technical support roles, experience with CMMS/ERP tools, and demonstrated first-time-fix performance on complex systems.