FIELD SERVICE MANAGER
The Field Service Manager training is designed for both experienced and new Field Service managers. The training equips Field Service Managers with the required competencies to manage customer requests and expectations, evaluate and manage their field service team, and apply service knowledge to continuously enhance their team’s activities.
The practical tools and exercises in the training will improve the Field Service Manager’s ability to lead the field service team and ensure they deliver superior customer experiences.
Objectives of the training
In this training participants will learn more about the definition and purpose of the Field Service manager role, and the required competencies to fulfil this role successfully.
After this training, participants will be able to:
- Lead the field service team in a motivating way to drive desired behaviour
- Manage changes to continuously drive team performance
- Coach the field service team from a distance and manage their development
- Deal with customer escalations and develop a working relationship with customers as a manager
- Understand the difference between products and service and articulate the value of service to employees and customers
- Calculate typical field service metrics and analyse metrics to identify performance improvement opportunities
- Prepare and monitor the budget of a field service organisation
Training outline
The training consists of the following modules:
- How to use technology in a field service organisation
- How to be effective in time management
- How to manage yourself and projects successfully
- Analytical skills
- How to use performance management
- How to prepare and use a budget
- Coach, evaluate and manage from a distance
- Engage people in a change
- Service Knowledge
- Communicate with customers and colleagues
- Customer and escalation management
- Why customer experience is important
- How to develop conceptual thinking
Training Features
Language: English (other languages upon request)
Price: Online Self-Paced: € 1,950
Online Coach-led: € 2,950
In-house: On-request
Duration: +/- 30 hours of self-learning that can be spread over one year
For whom: new and experienced Field Service Managers