Service Manager Training and Certification
4½-day training course and certification exam, $3,600
This training course is designed for service professionals managing deskside field support operations. The course provides training on the fundamentals of managing remote customer facing staff, while enhancing the inherent skills and knowledge of front-line field service management. Participants who successfully pass the exam will earn the "Certified Field Service Manager" credential.
This in-depth certification program contains fourteen modules and more than one hundred key learning objectives, including:
Participants must have at least one or more years of service management experience.
The course begins with a review and quiz on a set of pre-class reading materials. These materials are sent to each participant prior to the class start date. Participants are strongly encouraged to register at least two weeks in advance to allow time to complete these pre-class assignments. Each participant is required to bring the pre-class reading materials as well as a laptop with a CD drive and with MS Excel, Word, and PowerPoint installed. These will be used as tools during the course. All other materials and tools will be provided. Homework is assigned for most evenings of the course. Please plan for study time outside of class.
Module 1 - Managerial Leadership and Behavior
Module 2 - Understanding the Service Product
Module 3 - Managing Strategically for Field Service Operations
Module 4 - Inventory Planning and Management
Module 5 - Customer Satisfaction and Loyalty
Module - Management Operations Analysis
Module 7 - Decision Making for Field Service
Module 8 - Staffing and Resource Planning
Module 9 - Performance Measurement and Metrics
Module 10 - Coaching and Performance Improvement
Module 11 - Hiring for Field Service
Module 12 - Training and Career Development Planning
Module 13 - Revenue, Profit and Capital Budgeting for Field Service
Module 14 - Capstone Module - Distance Management for Field Service
Certification consists of several weighted elements, as follows:
To earn the Field Service Manager certification, participants are required to complete a post-class exercise planning document. This exercise is designed to solidify and apply the knowledge acquired in the Service Manager course through practical application. Throughout the week, participants should be looking for project possibilities. On the last day of class, each participant will submit a project description or plan for the instructors review and approval.
Participant are required to bring their laptops with a recent version of MS Word, Excel, PowerPoint and a CD-ROM drive available for use during the class.
The per student registration fee for this seminar is $3,600, and includes the training, course materials, exam preparation, and the certification exam.
The 4½-day training program begins at 9:00am on Monday morning and ends after testing is completed Friday at noon. Travel plans should be made to permit arrival at the training site at least 2 hours prior to the beginning of class. Departure flights should be planned for 2:00pm or later on the day of course completion. Please arrive early the first day to sign in and meet fellow attendees.
Dress is business casual.
Register securely online with confidence or please call (708) 246-0320.
Terms & Conditions
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Payment is due prior to the seminar.
Public seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive training credit, less administrative fees of $500 toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares. We strongly recommend that attendees traveling by air to attend the seminar purchase only refundable tickets.