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Field Support

Knowledge of and experience with providing post-sales support for the implementation and maintenance of hardware products.

Behavior Statements

Proficiency Level 1 - Basic understanding

Describes the goals and objectives of the field support function.

Identifies the roles and responsibilities of the field support function and personnel.

Explains common tasks and activities performed by field support staff.

Seeks information regarding field support staff training, certification processes and timelines for meeting responsibilities.

Proficiency Level 2 - Working experience

Provides field support for a product or a customer group.

Addresses common field support issues and recommends associated resolutions.

Follows established procedures for handling field support requests.

Monitors, analyzes and reports on product weaknesses and deficiencies.

Assesses the quality and effectiveness of field support tools.

Proficiency Level 3 - Extensive experience

Provides field support for multiple products or customers.

Trains others on standard practices, tools, technologies, and considerations for hardware field service.

Consults on issues and considerations for field service requirements for different products.

Develops and verifies support agreements to ensure adherence and customer satisfaction.

Communicates escalation processes and procedures for complex field support challenges.

Participates in designing and implementing remote support capabilities.

Proficiency Level 4 - Subject matter depth and breadth

Manages large or multiple field support functions.

Designs benchmarks and effectiveness measures for the field support function.

Generates pricing models for evaluating the effectiveness of field support.

Leads discussions on the organizational strategies versus business and industry trends and experiences.

Mentors others on how field support contributes to the effectiveness of the organization.

Establishes field support performance standards and practices.

Interview Questions

  • Describe a major challenge you've experienced with this process or area. How did you deal with it? What was the resolution?
  • How were field support standards aligned within your company? Why do you think this was the case?
  • What are the most common problems or questions you encountered in this function? The most challenging?
  • What resources do you use when you are presented with a question or problem and you don't have a solution?

Titles with Shared Competencies