17 Field Service Representative Interview Questions and Answers

Field service representatives are the face of a company for many customers. They provide on-site service, installation, and repair of products and equipment. They also troubleshoot problems, give estimates, and provide training on how to use products.

If you’re looking for a job as a field service representative, you need to be prepared to answer interview questions about your customer service skills, technical knowledge, and ability to work independently. You’ll also need to be able to show that you have the people skills to deal with customers who may be angry or upset about a product or service.

In this guide, we’ll give you some tips on how to answer common field service representative interview questions. We’ll also provide sample answers you can use as a starting point for your own responses.

Are you comfortable working on your feet for long periods of time?

Field service representatives often spend their days on the road, visiting clients and performing repairs. Employers ask this question to make sure you’re physically capable of doing the job. In your answer, share about a time when you worked on your feet for long periods of time. Explain how you made yourself comfortable while working. Share any tips you have for staying energized throughout the day.

Example: “I am very comfortable working on my feet for long periods of time. Throughout college, I worked as a barista at a coffee shop. My shifts were usually eight hours long, so I got used to standing for long periods of time. To stay energized, I would take short breaks every hour or so. I also brought healthy snacks with me to work.”

What are some of the technical skills that you possess?

Field service representatives need to have a variety of technical skills. Employers ask this question to make sure you have the necessary skills for the job. Before your interview, review the job description and highlight any specific skills that they’re looking for. In your answer, share two or three technical skills that you possess. Explain how these skills helped you in previous roles.

Example: “I am proficient with Microsoft Office programs like Word and Excel. I also know how to use several different types of software including customer relationship management systems. These technical skills help me organize my work and stay organized throughout the day. They also allow me to complete tasks more efficiently.”

How would you handle a situation where you are unable to solve a customer’s problem?

Field service representatives are often the first point of contact for customers. Employers ask this question to make sure you have a plan in place if you encounter a situation where you cannot solve a customer’s problem. In your answer, explain that you would try to find someone who can help with the issue and follow up with the customer as soon as possible.

Example: “If I encountered a situation where I could not solve a customer’s problem, I would do my best to find someone who could. If no one else was available, I would stay on the phone with the customer until another representative arrived. I would also call the customer back once the issue was resolved to let them know everything was okay.”

What is your process for documenting customer interactions and service requests?

Field service representatives often interact with customers and record their interactions. This question helps employers understand how you will document customer interactions and requests while on the job. Use your answer to highlight your attention to detail, organizational skills and ability to work independently.

Example: “I use a mobile app that allows me to take photos of my interactions with customers and upload them to the company’s database. I also use this app to record notes about each interaction or request. The app syncs with our company’s database so all information is automatically uploaded into the system. This saves time when entering data later.”

Provide an example of a time when you went above and beyond for a customer.

Field service representatives often have to go above and beyond for customers. This question is a way of seeing how you handle customer relations. It’s important that field service representatives are empathetic, kind and willing to help their customers.

Example: “I once had a customer who was having trouble with his computer. He called me because he couldn’t figure out what the problem was. I came over to his house and spent an hour trying to fix it. After looking at the issue, I realized that the computer needed to be replaced. The company didn’t have any more computers in stock, so I drove to another city to get one. I installed it and returned home before the end of my shift.”

If a customer is hostile or angry, how do you remain calm?

Field service representatives often interact with customers who are upset or angry. Employers ask this question to make sure you have the interpersonal skills necessary to handle these situations. In your answer, explain how you would remain calm and professional in a tense situation. Try to highlight your communication and problem-solving skills.

Example: “I once had a customer who was very upset about their product. They were yelling at me over the phone and demanding that I fix it immediately. Instead of getting defensive, I remained calm and listened to what they were saying. Then, I explained our warranty policy and told them we could send someone out to repair it within 24 hours. This seemed to appease them, and they agreed to wait for us to send someone.”

What would you do if you were sent to repair a product that you had never seen before?

Field service representatives often work with products they have never seen before. An interviewer may ask this question to learn how you adapt to new situations and solve problems. In your answer, explain that you would research the product thoroughly until you understood it well enough to repair it. You can also mention that you would ask for help from a colleague or supervisor if necessary.

Example: “When I first started in field service, I was sent to repair a product I had never seen before. I researched the product thoroughly until I felt confident about repairing it. When I still needed help, I asked my manager for advice on how to fix the problem. He helped me understand the product so I could complete the repairs myself.”

How well do you understand the products that you are sent to repair or install?

Field service representatives need to have a strong understanding of the products they are working with. This is because they often interact with customers who may be confused about how to use their product or what’s wrong with it. An interviewer may ask this question to see if you can explain the features and functions of the product in detail. In your answer, try to show that you know how to troubleshoot problems with the product.

Example: “I am very familiar with the products I work on. When I first started as a field service representative, I spent time learning all of the different parts of each product I worked on. I also read through manuals and watched online tutorials so that I could learn more about the products. Now, when someone calls me for help, I can usually figure out what’s wrong with their product just by listening to them describe the problem.”

Do you have experience working with a team of technicians?

Field service representatives often work with a team of technicians to complete projects. Employers ask this question to make sure you have experience working in a collaborative environment. Use your answer to explain that you enjoy collaborating with others and sharing your expertise. Share an example of a time when you worked on a project with a team of other field service representatives.

Example: “I’ve always enjoyed working with a team of technicians. In my previous role, I was the only field service representative for our company. However, I still had a lot of help from my colleagues. Whenever I encountered a problem or needed advice, I would reach out to my fellow technicians. They were all very knowledgeable about their jobs, so they were great resources for me.”

When performing a service, do you follow the company’s procedures and policies?

Field service representatives must follow company procedures and policies to ensure the safety of themselves and their customers. An interviewer may ask this question to understand how you will perform your job duties while on a customer’s property. In your answer, explain that you are committed to following all company policies and procedures when performing services for customers.

Example: “I am very familiar with my company’s policies and procedures. I have been working in this industry for five years now, so I know what is expected of me as a field service representative. When I arrive at a customer’s home, I always make sure to check in with them before beginning work. This helps me get an idea of what they expect from our visit. It also allows me to see if there are any special precautions or considerations we should take into account.

After checking in with the customer, I always make sure to read through the equipment checklist to make sure I have everything I need. Then, I begin the service by inspecting the equipment to determine where the problem lies. After completing the service, I always double-check to make sure everything is functioning properly. Following these steps ensures that I am providing quality service to each customer.

We want to ensure that our field service representatives are able to get to customer locations quickly. How do you get to customer locations that are outside of your usual area?

This question can help the interviewer understand how you plan your routes and get to customer locations. It can also show them that you are willing to travel outside of your normal area for customers in need. In your answer, try to explain how you use technology or public transportation to make getting to customer locations easier.

Example: “I have a GPS app on my phone that I use to find directions to customer locations. If it’s an emergency situation, I will drive there as quickly as possible. For non-emergency situations, I prefer to take public transportation if available. This helps me save money on gas and allows me to read while traveling.”

Describe your process for handling customer complaints.

Field service representatives often interact with customers who are unhappy about something. Employers ask this question to make sure you have the interpersonal skills necessary for handling these situations. In your answer, explain how you would use your communication and problem-solving skills to help a customer feel satisfied.

Example: “I always try to approach customer complaints by listening to what they have to say. I find that many people just want someone to listen to them while they vent their frustrations. Once they get everything off their chest, they’re usually more willing to work with me on finding a solution. If there’s an issue with a product or service, I will do my best to resolve it as quickly as possible. This helps keep customers happy and ensures we don’t lose any business.”

What makes you stand out from other field service representatives?

Employers ask this question to learn more about your unique skills and abilities. They want to know what makes you a valuable employee, so they can decide if you’re the right fit for their company. When answering this question, think of two or three things that make you stand out from other field service representatives. These could be specific skills, certifications or personal traits.

Example: “I am highly organized and detail-oriented, which helps me keep track of all my customer’s information. I also have experience working with customers over the phone, which is helpful when communicating with clients in person. Finally, I’m always willing to go above and beyond for my clients, even if it means staying late or coming into work on weekends.”

Which customer service software programs are you familiar with?

Field service representatives often use customer service software to record their interactions with customers. This question helps the interviewer determine your familiarity with the company’s specific software program and how you might fit into the role. In your answer, explain which programs you’re familiar with and why you prefer them over others.

Example: “I’ve used several different customer service software programs in my previous roles. I find that Zendesk is one of the most user-friendly programs for field service representatives because it allows us to create tickets, assign tasks and track our progress on projects. It also has a mobile app so we can access important information while we’re out in the field. Another benefit of Zendesk is its integration with other popular business software like Salesforce.”

What do you think is the most important skill for a field service representative to have?

This question can help the interviewer determine if you have the skills and abilities to succeed in this role. Your answer should highlight your communication, problem-solving and teamwork skills.

Example: “I think that a field service representative needs to be able to communicate effectively with customers and coworkers. This is because I may need to explain what repairs we are making or how long it will take us to complete them. It’s also important for me to understand my coworkers’ strengths so that I can work well with them on customer projects. For example, I might ask someone who has experience repairing a certain type of equipment about their tips and tricks.”

How often do you perform preventative maintenance on the products you install?

Field service representatives often need to perform preventative maintenance on the products they install. This question helps employers determine how much experience you have with this type of work and whether you can do it effectively. In your answer, explain what types of preventative maintenance you’ve done in the past and why you chose those tasks.

Example: “In my previous position as a field service representative, I performed preventative maintenance on all of the products I installed. For example, when installing a new software program, I would check for any errors or bugs that could cause problems later. When installing hardware, I would ensure everything was working properly before leaving the client’s office.”

There is a customer who is unhappy with a product or service you provided. How do you handle this situation?

Field service representatives often interact with customers who are unhappy about something. Employers ask this question to make sure you have the interpersonal skills and problem-solving abilities to handle these situations effectively. In your answer, explain how you would use your communication and conflict resolution skills to help the customer feel better and resolve the issue.

Example: “I once had a customer who was upset because we were unable to fix their product right away. I apologized for the inconvenience and explained that our team was working on finding a solution. The customer seemed satisfied with my response, but I also offered them a discount on their next purchase as an apology.”