Service operations are the activities that deliver value to customers through products or services. They involve planning, designing, managing, and improving processes, resources, and systems. If you work in service operations, you may wonder how you can show your leadership potential and advance your career. Here are some tips to help you stand out and demonstrate your skills.
The first step to show your leadership potential is to understand your role and how it contributes to the overall goals and vision of your organization. You should know what your responsibilities are, what your expectations are, and how you are measured and evaluated. You should also understand how your role relates to other roles and functions in service operations, and how you can collaborate and communicate effectively with them. By understanding your role, you can align your actions and decisions with the strategic objectives and values of your organization.
I would say, don't worry about how you are going to be evaluated or measured. It will happen when it happens. First, as a service delivery manager understand your client's expectations, what it takes for him to say 'service is perfect' - coach and guide your team to deliver that. Put your thoughts to consistently maintain and improve. Rest will follow. If your team wins, say WE. If it is a failure say I.
You can demonstrate leadership potential in service operations by taking initiative, setting a positive example, effectively problem-solving, and fostering a collaborative team environment. For example-Imagine service operations as a road trip. To showcase your leadership potential, be the navigator with a clear map, ensure the vehicle (team) is well-maintained, keep everyone motivated, and drive towards the destination (success) while handling detours and surprises along the way.
The key to effective leadership is being able to get your team to understand the goals that need to be done, their individual roles and contribution and you being the ir guide and motivation. The rest of the technical stuff will follow. In leadership to be able to operate systematically, first and foremost you need to reach out and build a solid relationship with your team, establish ownership, cooperation and communication.
As a Field Service Technician 1st always remember while you may feel low man in the organization YOU are the face of the company that has the most contact with the customer. 2nd make that customer your's when you approach the customer in this mind frame the customer will realize that you are interested in their success because it is your best interest for them to do so 3rd developing a (what most would say is a superficial) personal relationship with your customer (asking how their day is going before shoving paperwork at them for a signature) but while doing this you must learn to recognize when they don't have time to be social Over time as I have changed companies my best references have come from my customers
What I see on many occasions - particularly with new Ops Managers - is the need to take control, make decisions and ‘manage’ instead of ‘lead’. One’s responsibility and how you bring yourself to the role of inspiring, motivating and leading the team is largely up to the individual, but is such an important ingredient.
The second step to show your leadership potential is to learn and improve constantly. Service operations are dynamic and complex, and they require you to adapt and innovate to meet changing customer needs and market conditions. You should seek feedback, learn from your mistakes, and look for opportunities to improve your skills, knowledge, and performance. You should also stay updated on the latest trends, best practices, and technologies in service operations, and apply them to your work. By learning and improving, you can demonstrate your commitment to excellence and growth.
Again as a Field Service Technician learn the equipment you are working on. While training for my current position I was given a tour of the manufacturing facility while on this tour I picked up every instructional piece of paper (programming instuctions equipment specs. .....)I could then was shocked when I was told that I was the first person to make a point of gathering this information. The more you know the more valuable you are.
The third step to show your leadership potential is to take initiative and be proactive. Service operations are often challenging and unpredictable, and they require you to solve problems, overcome obstacles, and seize opportunities. You should not wait for instructions or directions, but instead, take action and responsibility for your work. You should also look for ways to add value, create impact, and make a difference. You should propose ideas, suggest improvements, and lead projects that can benefit your organization and customers. By taking initiative, you can show your confidence and creativity.
The biggest roadblock I've had in taking the initiative is micromanagement or perhaps fear management, this is when you have experienced service technicians in the field yet still require them to get approval from the office to make minor changes to new installations or preform major repairs. Me being a field service technician believes this to be a trust issue. When making suggestions for improvements and being told "your job is to repair the equipment maintain your role". make not only me but other service technicians feel, 1 Unappreciated 2 minimalized Keep in mind that while sales and management may make the original contact it is the service technicians that become the face of your company that the customer will see most often.
The fourth step to show your leadership potential is to support others and be collaborative. Service operations are not a solo effort, but a team effort, and they require you to work with and help others. You should respect, trust, and appreciate your colleagues, managers, and customers, and build positive and productive relationships with them. You should also share your knowledge, skills, and resources, and offer your assistance, feedback, and recognition. You should participate in team activities, contribute to team goals, and celebrate team achievements. By supporting others, you can show your empathy and teamwork.
It is also very important to listen to what your team members have to say. An open door policy is a necessary tool. Also a system needs to be in place to allow the team to be able to speak freely without feeling like they will not be singled out for speaking up. It is also vital to get to know your team members and triggers in their lives that affect their individual performance.
A lot of the wording above is along the lines of collaboration and team building, which is great and what everyone looks for! But you have to consider those that are neurodiverse and introverted. Not everyone works at 100% when being part of a team. Some people are solid when they work by themselves, so as long as you have a mindset of who your team are and their capabilities/working style then you should have the right knowledge to support everyone you can
While we talk about Customer Service, we must always remember that our role is to be the customer’s advocate. This goes for external as well as for internal customers. Your team actually managing customer queries and complaints is the core of your operations, and they are your first customers. Ensure you are playing the role of “Customer Service” for them. They should learn how to treat the customer from how they are being treated. No training can impart customer advocacy better than this. A great CS team is the one that is: - Happy in its work - Being treated in a dignified way - Being taken care of - Being heard After all, thats exactly what a customer wants!
The fifth step to show your leadership potential is to lead by example and be a role model. Service operations are not only about what you do, but how you do it, and they require you to demonstrate professionalism, integrity, and accountability. You should set high standards for yourself and others, and follow them consistently. You should also communicate clearly, openly, and respectfully, and listen actively and attentively. You should show enthusiasm, passion, and positivity, and inspire others to do the same. By leading by example, you can show your influence and credibility.
Be careful with this, if you're following someone's example that might not be the right direction of the firm/others then it could negatively impact you and affect your career by a change in mindset. If you struggle to decide whether to follow someone's lead, get a 2nd opinion as this will help you lead by your own example in the future
The sixth step to show your leadership potential is to develop yourself and be ambitious. Service operations are not a destination, but a journey, and they require you to pursue your career goals and aspirations. You should identify your strengths and weaknesses, and seek opportunities to enhance and leverage them. You should also explore your interests and passions, and seek opportunities to expand and diversify them. You should seek mentorship, coaching, and training, and apply them to your work. You should also seek feedback, recognition, and promotion, and use them to motivate yourself. By developing yourself, you can show your potential and readiness for leadership.
Learn when to escalate. In complex customer interactions, it is critical to understand that the customer is not dissatisfied with you but with the service company. The escalation of the situation may give the customer the peace of mind. It means you hear the customer and try to solve the issue.
Never take customer loyalty for granted the minute you make that mistake they will find someone who makes them feel valued as a customer.
Director - Edify Consultants Pvt Ltd I Behavioural Trainer l Coach l Change Specialist
The word SERVICE Incidentally originated from the Old French servise or Latin servitium meaning 'slavery' and/or. Over years it adapted to contribute to commitments and community. In the complex digital world of today, leaders need to be able to support teams and people who stand for the organisation learn and demonstrate ‘On-Brand-Experiences’. When internal and external customers experience what the organisation stands for, it is only then that recipients of service feel and understand what the people and organisation stands for. The opportunity keeps coming, but people miss it and they miss creating what they stand for. Service today translates for loyalty, and in the future it will only be more challenging to construct!