Skills & Competencies for Field Service Supervisor

Field Service Supervisor job profile

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JOB SUMMARY for Field Service Supervisor

Supervises field service personnel who perform on-site support and technical assistance with various products or equipment.

JOB RESPONSIBILITIES for Field Service Supervisor

Oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Researches and answers difficult customer questions about product features or issues and recommends appropriate upgrades. Implements methods, guidelines, and policies to facilitate efficient service delivery. Acts as a source of guidance to assist with complex services or issues. Trains field service representatives to perform routine services and effectively handle customer complaints.

Field Service Supervisor SALARY RANGE

BASE 50%
$92,662
TOTAL 50%
$95,808
Job Level
M00
Job Code
SC16000410
Education/Degree
Bachelor's Degree
Reports To
Manager

Field Service Supervisor 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 Supervisor skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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8 general skills or competencies (Job family competencies) for Field Service Supervisor

1 Job Family Competencies – Customer Interaction
Proficiency Level -2
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.
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Level 2 Behaviors
(Light Experience)
Follows up on the delivery of customer interactions to ensure continued satisfaction.
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Level 3 Behaviors
(Moderate Experience)
Handles employee-to-customer interactions to maximize the overall customer experience.
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Level 4 Behaviors
(Extensive Experience)
Facilitates positive communication with customers to increase their retention and advocacy.
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Level 5 Behaviors
(Mastery)
Establishes quality standards governing customer interactions to drive customer touchpoints.
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2 Job Family Competencies – Customer Relations
Proficiency Level -2
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.
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Level 2 Behaviors
(Light Experience)
Reports customer escalations to identify and mitigate negative impacts on customer relations.
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Level 3 Behaviors
(Moderate Experience)
Helps in integrating CRM applications to deliver seamless customer service.
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Level 4 Behaviors
(Extensive Experience)
Monitors performance indicators of customer relationship management to support business growth.
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Level 5 Behaviors
(Mastery)
Develops an organizational framework to efficiently manage all relations throughout our customer base.
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3 Field Service Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Field Service Supervisor
Proficiency Level - 4
5 Competency for - Field Service Supervisor
Proficiency Level - 5

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

1 Core Competencies – Key Performance Indicators (KPI)
Proficiency Level -3
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).
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Level 2 Behaviors
(Light Experience)
Gathers internal and external benchmarks for KPI development.
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Level 3 Behaviors
(Moderate Experience)
Interprets and analyses KPI data to recommend courses of action.
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Level 4 Behaviors
(Extensive Experience)
Evaluates ongoing productivity; recommends corresponding modifications on KPIs as indicated.
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Level 5 Behaviors
(Mastery)
Establishes organizational Key Performance Indicators (KPI) frameworks and management processes.
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2 Core Competencies – Planning and Organizing
Proficiency Level -3
Skill definition-Managing and prioritizing resources and workloads by creating well-organized plans to attain organizational goals and objectives.
Level 1 Behaviors
(General Familiarity)
Documents best practices in planning and organizing work to address important tasks.
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Level 2 Behaviors
(Light Experience)
Discusses the positive and negative outcomes of planning and organization in the workplace.
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Level 3 Behaviors
(Moderate Experience)
Helps set up new practices to anticipate and address the needs of planning and organization initiatives.
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Level 4 Behaviors
(Extensive Experience)
Facilitates the adoption of advanced tools to streamline the process of planning and organization.
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Level 5 Behaviors
(Mastery)
Develops best practices in planning and organizing activities to improve organizational efficiency.
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3 Field Service Supervisor - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Field Service Supervisor
Proficiency Level - 4
5 Competency for - Field Service Supervisor
Proficiency Level - 5

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.

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