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)
Cites common platforms used in facilitating customer interaction and engagement.
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Level 2 Behaviors
(Light Experience)
Compiles information and data related to customer interactions to appropriate systems.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer interactions to gain insights on customer needs and expectations.
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Level 4 Behaviors
(Extensive Experience)
Delivers optimal customer solutions during interaction to enhance customer interaction value.
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Level 5 Behaviors
(Mastery)
Builds customer service workflows to streamline the delivery of substantive 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)
Cites examples of advantages and disadvantages of customer relationships.
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Level 2 Behaviors
(Light Experience)
Assists in creating customer loyalty programs that fosters customer relations.
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Level 3 Behaviors
(Moderate Experience)
Aligns our values with the customer relationship management framework to create positive interactions.
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Level 4 Behaviors
(Extensive Experience)
Designs and manages programs that promote and maintain collaborative relationships with customers.
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Level 5 Behaviors
(Mastery)
Builds strategic action plans to improve the overall process of customer relationship management.
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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)
Cites potential challenges and workplace issues in delegating tasks that may impede well coordinated work.
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Level 2 Behaviors
(Light Experience)
Assists in identifying and breaking tasks into a sequence of steps for a more organized task plan.
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Level 3 Behaviors
(Moderate Experience)
Aligns tasks and priorities with business goals and objectives.
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Level 4 Behaviors
(Extensive Experience)
Creates programs to improve planning and organization of work to achieve business objectives.
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Level 5 Behaviors
(Mastery)
Builds and designs organizational systems and planning tools to enhance overall productivity.
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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)
Describes the traits and characteristics of a skilled coordinator.
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Level 2 Behaviors
(Light Experience)
Applies time management skills to minimize scheduling conflicts.
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Level 3 Behaviors
(Moderate Experience)
Adjusts priorities and job duties of others according to the changing environment.
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Level 4 Behaviors
(Extensive Experience)
Consults on the obstacles, conflicts, and challenges in achieving a business goal.
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Level 5 Behaviors
(Mastery)
Adapts strategic plans with agility rather than waiting for problems to arise.
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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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