Skills & Competencies for Field Service Manager

Field Service Manager job profile

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JOB SUMMARY for Field Service Manager

Manages field service personnel to provide effective on-site support and technical assistance with various products or equipment.

JOB RESPONSIBILITIES for Field Service Manager

Plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Oversees the scheduling and training of field service representatives. Handles service contracts and directs support services. Develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed.

Field Service Manager SALARY RANGE

BASE 50%
$130,163
TOTAL 50%
$140,887
Job Level
M02
Job Code
SC16000412
Education/Degree
Bachelor's Degree
Reports To
Director

Field Service Manager Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Field Service Manager skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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9 general skills or competencies (Job family competencies) for Field Service Manager

1 Job Family Competencies – Customer Interaction
Proficiency Level -4
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Describes the principles of customer interaction in providing exceptional customer service.
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Level 2 Behaviors
(Light Experience)
Documents customer interactions within the appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Generates ideas and actions to improve the efficiency and results of customer interaction.
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Level 4 Behaviors
(Extensive Experience)
Directs customer interaction efforts to deliver services according to customer requirements.
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Level 5 Behaviors
(Mastery)
Champions valuable customer interactions to optimize consumer insights and reduce customer churn rates.
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2 Job Family Competencies – Customer Relations
Proficiency Level -4
Skill definition-Creating mutually beneficial relationships with customers to improve their overall experience.
Level 1 Behaviors
(General Familiarity)
Documents the best practices and techniques used in creating customer relations.
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Level 2 Behaviors
(Light Experience)
Collects customer feedback to measure customer satisfaction and ensure customer relations.
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Level 3 Behaviors
(Moderate Experience)
Ensures accurate and prompt responses to customer complaints to maintain optimal customer relations.
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Level 4 Behaviors
(Extensive Experience)
Determines key opportunities to build and maintain customer relationships and drive business results.
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Level 5 Behaviors
(Mastery)
Champions the adoption of advanced systems and tools to improve the development of customer relations.
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3 Field Service Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Field Service Manager
Proficiency Level - 4
5 Competency for - Field Service Manager
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Field Service Manager

1 Core Competencies – Planning and Organizing
Proficiency Level -4
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Compiles a list of all the traits of effective planning to help finish the assigned tasks.
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Level 2 Behaviors
(Light Experience)
Classifies assigned tasks based on the level of importance to ensure organized workload completion.
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Level 3 Behaviors
(Moderate Experience)
Defines and translates objectives into specific plans to ensure understanding of organizational goals.
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Level 4 Behaviors
(Extensive Experience)
Delivers training sessions to foster and maximize solid planning and organization capabilities.
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Level 5 Behaviors
(Mastery)
Champions the adoption of business intelligence systems to achieve planning and organization goals.
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2 Core Competencies – Coordination
Proficiency Level -3
Skill definition-Ability to plan, execute, and adjust job duties to achieve business goals.
Level 1 Behaviors
(General Familiarity)
Explains the importance of coordination in a large project.
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Level 2 Behaviors
(Light Experience)
Communicates with various parties to clarify project scope.
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Level 3 Behaviors
(Moderate Experience)
Breaks down business goals into an actionable plan.
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Level 4 Behaviors
(Extensive Experience)
Develops work plans for the team's objectives, responsibilities, accountabilities, timelines, and resources.
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Level 5 Behaviors
(Mastery)
Delivers training to others on resource coordination, including issue resolution.
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3 Field Service Manager - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Field Service Manager
Proficiency Level - 4
5 Competency for - Field Service Manager
Proficiency Level - 5

Summary of Field Service Manager skills and competencies

There are 0 hard skills for Field Service Manager.
9 general skills for Field Service Manager, Customer Interaction, Customer Relations, Customer Satisfaction, etc.
10 soft skills for Field Service Manager, Planning and Organizing, Coordination, Conflict Resolution, etc.
While the list totals 19 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Field Service Manager, he or she needs to be skilled in Planning and Organizing, be skilled in Coordination, and be an expert in Conflict Resolution.

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