Director, Field Service

Functional leader

Career Explorer · Customer Success, Support & Services · Field Service Management

M3 · DirectorIndividual contributorDirector

Standard where organizational scale supports the level

What the role involves

Autonomy: Department / major product or regional function
Scope: Department / major product or regional function
Time horizon: 1-2 years
Expertise and judgement: Sets functional strategy, operating model and investment priorities
Expected impact: Department/business outcomes

Expected skills (19)

Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.

Human (12)

Skill	Importance	Target	What that level looks like
Coaching Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Decision making Thinking & Judgment	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Delegation Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Executive communication Communication & Influence	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Feedback delivery Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Risk judgment Thinking & Judgment	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Stakeholder management Communication & Influence	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Strategic thinking Thinking & Judgment	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Talent development Collaboration & Leadership	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Conflict resolution Communication & Influence	Supporting	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Inclusive leadership Collaboration & Leadership	Supporting	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Technical documentation discipline Operational Human Skills	Supporting	P4	Models and institutionalizes Technical documentation discipline across teams.

Professional (6)

Skill	Importance	Target	What that level looks like
Business acumen Business & Strategy	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Financial acumen Business & Strategy	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Performance management Business & Strategy	Core	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Customer escalation management Customer Operations & Contact Centers	Supporting	P4	Sets cross-team standards and governance for Customer escalation management, integrating risk, metrics and stakeholder needs.
Resource management Program, Risk & Sustainability	Supporting	P4	Sets standards, integrates the skill across teams and resolves novel or high-impact problems.
Service parts logistics Supply Chain, Logistics & Trade	Supporting	P4	Sets cross-team standards and governance for Service parts logistics, integrating risk, metrics and stakeholder needs.

Technical (1)

Skill	Importance	Target	What that level looks like
Equipment troubleshooting Manufacturing Systems & Automation	Supporting	P4	Designs standards/approaches for Equipment troubleshooting, leads cross-team implementation and mentors practitioners.

Career ladder

Reached from

Senior Manager, Field ServiceM2

Next steps

Senior Director, Field ServiceM4Management promotion
Move from department leadership to large multi-portfolio leadership; integrate functions, influence enterprise decisions and strengthen the leadership pipeline.

People management requires sustained evidence of coaching, performance management, staffing judgment and organizational leadership - not simply greater individual expertise.

What changes to advance

Move from department leadership to large multi-portfolio leadership; integrate functions, influence enterprise decisions and strengthen the leadership pipeline.

Source: PROCOMER FTZ benchmark; SFIA; PMI · MF315-M3