1 hard skill or competency (industry competency) for Client Technologies Manager
Skill definition-Identifying and fixing operational or technical problems within a hardware device or equipment to ensure efficient performance.
Level 1 Behaviors
(General Familiarity)
Explains basic computer hardware set-up, configuration, and troubleshooting.
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Level 2 Behaviors
(Light Experience)
Conducts basic electronic principles troubleshooting to determine problems in hardware or equipment.
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Level 3 Behaviors
(Moderate Experience)
Provides basic to advanced hardware troubleshooting support to improve business functionality and technical performance.
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Level 4 Behaviors
(Extensive Experience)
Guides junior leadership in maintaining and troubleshooting intermediate to complex issues of computer hardware.
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Level 5 Behaviors
(Mastery)
Establishes innovative network troubleshooting methods for both hardware and software issues.
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8 general skills or competencies (Job family competencies) for Client Technologies Manager
Skill definition-Providing responsive and relevant support to customers to address issues and problems on our products or services and ensure customer satisfaction.
Level 1 Behaviors
(General Familiarity)
Explains the importance of customer support in meeting customer needs and expectations.
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Level 2 Behaviors
(Light Experience)
Identifies customer needs and requirements to meet customer support expectations.
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Level 3 Behaviors
(Moderate Experience)
Leverages tools and resources to provide prompt customer service troubleshooting.
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Level 4 Behaviors
(Extensive Experience)
Recommends improvements to our customer support tools and methods to drive customer satisfaction.
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Level 5 Behaviors
(Mastery)
Establishes best practices in customer support to enhance customer satisfaction and retention.
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Skill definition-Creating and implementing innovative strategic plans and solutions to address customer concerns and needs and meet service delivery expectations.
Level 1 Behaviors
(General Familiarity)
Describes the importance of service delivery in meeting customer expectations and business goals.
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Level 2 Behaviors
(Light Experience)
Assists in creating action plans to streamline the service delivery process.
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Level 3 Behaviors
(Moderate Experience)
Defines key metrics in measuring service delivery process.
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Level 4 Behaviors
(Extensive Experience)
Directs the implementation of service standards to ensure quality-focused delivery of services.
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Level 5 Behaviors
(Mastery)
Designs end-to-end customer-driven solutions to deliver high quality services and customer satisfaction.
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10 soft skills or competencies (core competencies) for Client Technologies Manager
Skill definition-Applying specific policies, tools and practices to plan and prepare projected revenues, expenses, cash flows, and capital expenditures.
Level 1 Behaviors
(General Familiarity)
Describes the concepts and principles of budgeting operations.
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Level 2 Behaviors
(Light Experience)
Assists in developing and improving budgeting models, plans, and strategies.
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Level 3 Behaviors
(Moderate Experience)
Compares planned budgets vs. actual expenditures, identifies, reports, and explains variances.
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Level 4 Behaviors
(Extensive Experience)
Determines system capabilities and needs to improve the process for financial budgeting.
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Level 5 Behaviors
(Mastery)
Develops financial models to support the strategic improvement of our budgeting processes.
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Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Emphasizes the importance and value of providing excellent service.
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Level 2 Behaviors
(Light Experience)
Directs customers to the appropriate team or department if predicament cannot be immediately resolved.
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Level 3 Behaviors
(Moderate Experience)
Contributes to a service recovery program to rectify the situation and regain the client's trust.
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Level 4 Behaviors
(Extensive Experience)
Anticipates clients' needs and fulfills them in advance.
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Level 5 Behaviors
(Mastery)
Champions a customer-centric, service excellence culture.
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Summary of Client Technologies Manager skills and competencies
There are 1 hard skills for Client Technologies Manager, Hardware Troubleshooting.
8 general skills for Client Technologies Manager, Customer Support, Service Delivery, Technical Support, etc.
10 soft skills for Client Technologies Manager, Budgeting, Service Excellence, Planning and Organizing, 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 Client Technologies Manager, he or she needs to be skilled in Budgeting, be skilled in Service Excellence, and be skilled in Planning and Organizing.