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%
$128,813
TOTAL 50%
$139,424
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)
Lists possible issues and concerns regarding customer interaction.
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Level 2 Behaviors
(Light Experience)
Supports the development of creative ways to improve the value of customer interaction.
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Level 3 Behaviors
(Moderate Experience)
Performs good customer interaction to meet our customer standards and our objectives.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvement opportunities in the customer interaction process to create positive service.
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Level 5 Behaviors
(Mastery)
Leads innovative processes to maximize the timing and effectiveness of customer interactions.
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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)
Lists the pros and cons of using customer relationships management systems.
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Level 2 Behaviors
(Light Experience)
Supports CRM systems and applications to interact with customers.
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Level 3 Behaviors
(Moderate Experience)
Works closely with customers to use their insights in building strong customer relationships.
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Level 4 Behaviors
(Extensive Experience)
Trains staff on best practices in relationship management to establish customer connections.
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Level 5 Behaviors
(Mastery)
Leads our organization in promoting good relations with customers to optimize overall customer experience.
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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)
Lists commonly used tools in workplace planning and organization.
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Level 2 Behaviors
(Light Experience)
Works with specific tools in prioritizing and allocating resources to ensure task accuracy.
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Level 3 Behaviors
(Moderate Experience)
Prepares schedules to plan, organize, and complete priorities promptly.
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Level 4 Behaviors
(Extensive Experience)
Sets short- and long-term objectives to organize team workload and improve efficiency.
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Level 5 Behaviors
(Mastery)
Leads the development of new techniques and strategies to drive effective planning and organization.
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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)
Lists tools and applications used for planning job duties.
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Level 2 Behaviors
(Light Experience)
Works with teammates on shared goals to ensure efficiency and productivity.
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Level 3 Behaviors
(Moderate Experience)
Monitors project progress and regularly leads a discussion on operational inefficiencies.
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Level 4 Behaviors
(Extensive Experience)
Leads a team in coordinating internal and external resources effectively.
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Level 5 Behaviors
(Mastery)
Serves as the coordination expert to provide valuable advice as needed to different levels of our business.
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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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