This course offers support managers the opportunity to develop and refine their technology support leadership skills. The course provides students with the skills necessary to effectively manage the challenges of the most complex support centers.

The 4 ½ day course is uniquely created to provide training on the fundamentals of management relative to the support environment, and to enhance the inherent skills and knowledge of the support manager. This course focuses specifically on the most common management elements that occur in the technical support center including, managing customer satisfaction, operations and team performance management, and facilitating a team while managing a dynamic service product.

Requirements: 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.

Request a full course outline for Support Manager 

Who Should Attend:

• Support managers and directors with one or more years of management experience 

How Support Manager is Offered

On-Site Private Classes:

You may schedule a private class at your site for up to 15 managers from your company. For more information, please contact Service Strategies at info@servicestrategies.com or call 800.552.3058.

SCP Career Certification Exam:

This course prepares students to take the in-class written exam to become a Certified Support Manager. Cost of the exam is included in the course registration fee.

Public Classes: 

Instructor-led public classes are offered at various cities throughout the year for a maximum of 15 participants per class. Professional, certified instructors with extensive support industry experience lead the classes.

Hosting opportunities are available for the public Support Manager classes. If your organization has more than six candidates for this course, hosting a class may be a good alternative. For more information regarding hosting, please contact Service Strategies at info@servicestrategies.com or call 1.800.552.3058.

Service Strategies Cancellation Policy:  Any changes or cancellations to a training class less than 7 days prior to the scheduled dates will result in a charge equal to 100% of the class fee.  Any changes or cancellations made to a training class from 8-14 days before the course will result in a charge equal to 50% of the class fee.  Any substitutions, changes, or cancellations made more than 14 days in advance of the scheduled course will not result in an additional charge.

View full course schedule 

This 4 ½ day course is dynamic and interactive, with students frequently working in small groups, presenting findings and working on the course case study. Field service managers must be able to manage in an environment of highly skilled, technical people. He or she must be able to lead, coach, and facilitate the activities of these people toward the accomplishment of the evolving technical service mission, and have a high quotient of skills and insights into the specific demands of customers, subordinates, and the service business environment. The Field Service Manager course uniquely fills this need.

Requirements: 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.

Who Should Attend: 

• Field service managers who possess a foundation of basic management skills 

How Field Service Manager is Offered

On-Site Private Classes:

You may schedule a private class at your site for up to 15 managers from your company. For more information, please contact Service Strategies at info@servicestrategies.com or call 800.552.3058.

SCP Career Certification Exam:

This course prepares students to take the in-class written exam to become a Certified Field Service Manager. Cost of the exam is included in the course registration fee. 

Public Classes:

Instructor-led public classes are offered at various cities throughout the year for a maximum of 15 participants per class. Professional, certified instructors with extensive support industry experience lead the classes.

Hosting opportunities are available for the public Field Service Manager classes. If your organization has more than six candidates for this course, hosting a class may be a good alternative. For more information regarding hosting, please contact Service Strategies at info@servicestrategies.com or call 1.800.552.3058.

Service Strategies Cancellation Policy:  Any changes or cancellations to a training class less than 7 days prior to the scheduled dates will result in a charge equal to 100% of the class fee.  Any changes or cancellations made to a training class from 8-14 days before the course will result in a charge equal to 50% of the class fee.  Any substitutions, changes, or cancellations made more than 14 days in advance of the scheduled course will not result in an additional charge.

View full course schedule

This 3-day course is for individuals supervising or leading a team of support professionals. Created with support specific knowledge requirements incorporated, the course begins with personal leadership and communication skills, progresses to creating a positive, energized environment for increased productivity, and concludes with the ability to take charge and drive team success. This course equips new and existing support supervisors and managers with the skills to perform successfully by motivating others.

Request a full course outline for Support Supervisor 

Who Should Attend: 

• Senior technical professionals ready to transition to supervisor/team lead
• Those new to the support management ranks
• Current supervisors and team leads
• New managers

How Support Supervisor is Offered

On-Site Private Classes:

You may schedule a private class at your site for up to 15 supervisors/managers from your company. For more information, please contact Service Strategies at info@servicestrategies.com or call 800.552.3058.

SCP Career Certification Exam:

This course prepares students to take the online exam and become a Certified Support Supervisor. Cost of the exam is included in the course registration fee. 

Public Classes:

Instructor-led public classes are offered at various cities throughout the year for a maximum of 15 participants per class. Professional, certified instructors with extensive support industry experience lead the classes.

Hosting opportunities are available for the public Support Supervisor classes. If your organization has more than six candidates for this course, hosting a class may be a good alternative. For more information regarding hosting, please contact Service Strategies at info@servicestrategies.com or call 1.800.552.3058.

Service Strategies Cancellation Policy:  Any changes or cancellations to a training class less than 7 days prior to the scheduled dates will result in a charge equal to 100% of the class fee.  Any changes or cancellations made to a training class from 8-14 days before the course will result in a charge equal to 50% of the class fee.  Any substitutions, changes, or cancellations made more than 14 days in advance of the scheduled course will not result in an additional charge.

View full course schedule