8 general skills or competencies (Job family competencies) for Field Service Supervisor
Skill definition-Fostering relationships and positive communication with customers to identify their demands to gain a competitive market advantage.
Level 1 Behaviors
(General Familiarity)
Discusses the lifecycle of end-to-end customer interaction from prospect to fulfillment.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Follows up on the delivery of customer interactions to ensure continued satisfaction.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Handles employee-to-customer interactions to maximize the overall customer experience.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Facilitates positive communication with customers to increase their retention and advocacy.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes quality standards governing customer interactions to drive customer touchpoints.
See 4 More Skill Behaviors
Skill definition-Creating mutually beneficial relationships with customers to improve their overall experience.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer relations in delivering good customer service.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Reports customer escalations to identify and mitigate negative impacts on customer relations.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Helps in integrating CRM applications to deliver seamless customer service.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Monitors performance indicators of customer relationship management to support business growth.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Develops an organizational framework to efficiently manage all relations throughout our customer base.
See 4 More Skill Behaviors
10 soft skills or competencies (core competencies) for Field Service Supervisor
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and purposes of Key Performance Indicators (KPI).
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Gathers internal and external benchmarks for KPI development.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Defines KPIs in terms of Specific, Measurable, Achievable, Realistic, and Timely (SMART) goal criteria.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Develops and delivers training programs on KPI practices to employees and managers.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes organizational Key Performance Indicators (KPI) frameworks and management processes.
See 4 More Skill Behaviors
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Explains the importance of planning and organization in building a good working environment.
See 4 More Skill Behaviors
Level 2 Behaviors
(Light Experience)
Identifies key implications of ineffective planning and organization that affects decision-making.
See 4 More Skill Behaviors
Level 3 Behaviors
(Moderate Experience)
Leverages key performance indicators to measure progress completion against performance metrics.
See 4 More Skill Behaviors
Level 4 Behaviors
(Extensive Experience)
Manages the planning and sequencing of activities to create well-planned schedules and achieve goals on time.
See 4 More Skill Behaviors
Level 5 Behaviors
(Mastery)
Establishes standards for planning and organization processes to align efforts with business goals.
See 4 More Skill Behaviors
Summary of Field Service Supervisor skills and competencies
There are 0 hard skills for Field Service Supervisor.
8 general skills for Field Service Supervisor, Customer Interaction, Customer Relations, Customer Satisfaction, etc.
10 soft skills for Field Service Supervisor, Key Performance Indicators (KPI), Planning and Organizing, Judgment and Decision Making, etc.
While the list totals 18 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 Supervisor, he or she needs to be skilled in Key Performance Indicators (KPI), be skilled in Planning and Organizing, and be skilled in Judgment and Decision Making.