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How can a Field Service Engineer troubleshoot effectively?

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Troubleshooting is a vital skill for any field service engineer, as it allows you to identify and resolve problems quickly and efficiently. However, troubleshooting can also be challenging, especially when you are dealing with complex systems, unfamiliar environments, or multiple issues. How can you troubleshoot effectively as a field service engineer? Here are some tips to help you improve your performance and customer satisfaction.

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Taufik Mohd Nor

Field Service Engineer at HIGHVOLT Service Center Asia
Ts. Duncan Melroney

P.Tech (Oil and Gas) | Gas Turbine Enthusiast | Field Service Engineer (Turbomachinery and Small Gas Turbine |
Sivakumar A

Seasoned Field Engineer, Applying Field Experience in R&D

1 Understand the problem

Before you start working on a solution, you need to understand the problem clearly. This means asking the right questions to the customer, the operator, or the manufacturer, and gathering as much information as possible about the symptoms, the history, and the context of the issue. You should also verify the problem yourself by observing, testing, or measuring the system or equipment. Understanding the problem will help you narrow down the possible causes and avoid wasting time or resources on irrelevant factors.

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Ts. Duncan Melroney

P.Tech (Oil and Gas) | Gas Turbine Enthusiast | Field Service Engineer (Turbomachinery and Small Gas Turbine |
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One of the method can be done is by using Ishikawa method and 5-Why method. Both of this method helps me a lot during troubleshooting a machine. By considering several expect of potential failure into the investigation and remove unnecessary element, we can identify the root cause. Sometimes, this is not one man job, involve several parties could make it more effective.

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2 Follow a logical process

Troubleshooting is not a random or intuitive activity, but a systematic and logical process that follows a series of steps. Depending on the situation, you may use different methods or tools, such as fault trees, flowcharts, checklists, or diagnostic software, to guide your troubleshooting process. However, the general steps are usually similar: define the problem, identify the possible causes, test the hypotheses, eliminate the causes, implement the solution, and verify the results. Following a logical process will help you troubleshoot effectively and consistently.

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3 Use your resources

Troubleshooting can be easier and faster if you use the available resources to support your process. These resources may include manuals, schematics, datasheets, or online databases that provide technical information, specifications, or procedures for the system or equipment you are working on. You may also consult with your colleagues, supervisors, or experts who have more experience or knowledge about the problem or the solution. Using your resources will help you troubleshoot accurately and confidently.

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4 Communicate clearly

Troubleshooting is not only a technical skill, but also a communication skill. As a field service engineer, you need to communicate clearly with the customer, the operator, or the manufacturer throughout the troubleshooting process. You should explain the problem, the steps, and the solution in a simple and understandable way, and avoid using jargon or acronyms that may confuse or frustrate them. You should also listen to their feedback, concerns, or suggestions, and address them promptly and professionally. Communicating clearly will help you troubleshoot collaboratively and courteously.

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Taufik Mohd Nor

Field Service Engineer at HIGHVOLT Service Center Asia
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Agree. Just to add some input here. 1. Customers/owner also need to be very transparent to Field Service when we ask some questions regarding the system/fault. 2. Factory/OEM also need to be transparent about their product/design 3. Very transparent and honest 2 ways communication will expedite the troubleshooting process.

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5 Document thoroughly

Troubleshooting is not complete until you document the problem, the process, and the solution thoroughly. This means recording the details of the issue, the actions you took, the results you obtained, and the recommendations you made in a clear and concise way. You should also use appropriate formats, such as reports, forms, or logs, to document your troubleshooting work. Documenting thoroughly will help you troubleshoot accountably and reliably.

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6 Learn continuously

Troubleshooting is a skill that can be improved with practice and learning. As a field service engineer, you should always seek to learn from your troubleshooting experiences, both successful and unsuccessful. You should review your troubleshooting process, identify what worked and what did not, and reflect on how you can improve your skills, methods, or tools. You should also seek feedback from your customers, your colleagues, or your supervisors, and use it to enhance your performance and satisfaction. Learning continuously will help you troubleshoot competently and creatively.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Sivakumar A

Seasoned Field Engineer, Applying Field Experience in R&D
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Troubleshooting is a skill one can gain expertise over a period of time. In order to gain superiority in this, start from the fundamentals like observe and understand how a machine works, split the machine details into System level, Subsystem level and Part level. Try the cause and effect diagram to identify the root cause and perform a trail and error method to solve the issue. Effective troubleshooting is all about practicing.

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How can a Field Service Engineer troubleshoot effectively?

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3

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1 Understand the problem

2 Follow a logical process

3 Use your resources

4 Communicate clearly

5 Document thoroughly

6 Learn continuously

7 Here’s what else to consider

Field Service Engineering

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How can a Field Service Engineer troubleshoot effectively?

1

2

3

4

5

6

7

1 Understand the problem

2 Follow a logical process

3 Use your resources

4 Communicate clearly

5 Document thoroughly

6 Learn continuously

7 Here’s what else to consider

Field Service Engineering

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