2017 Service/Support Salary Survey
Deadline: April 30, 2017
Are your service/support salaries in line with current industry standards? To help provide you with data to answer this critical question, the Association of Support Professionals (ASP), the National Association of Service Managers (NASM), Service Strategies, and Society of Service Executives (SSE) conduct an annual service/support salary survey that provides the industry's most detailed look at service/support compensation trends.
The survey report, to be published in May, supplies comparative salary benchmark by job title (seven categories in support, nine categories in hardware service), company size, product price, and employee skill level. In addition, we take a look at trends in performance incentives.
We invite you to help with this project by filling out this brief questionnaire. In return, we'll send you a complimentary copy of the final report as soon as it's published. (As always, individual survey responses will be kept strictly confidential.) As there are both service and support jobs, lust fill in the jobs that are relevant to your organization. If you have a counterpart on the other side, please pass the survey link to them to also fill out.
Again, many thanks for your help.
Chairman and CEO
Society for Service Executives
Treasurer, Board Member
National Association of Service Managers
1. Company Demographics
Company's primary business:
Other (IT, education, govt, etc.)
What is the base price (or equivalent) of your best-selling product or configuration?
in $US please
Where are your primary tech support/service centers located?
Annual corporate revenue range (optional):
Under $10 million
$10 to $100 million
$100 million to $999 million
Total number of employees in your tech support/service organization:
2. Compensation Levels for support jobs
What are the average annual salary rates, exclusive of benefits or incentive pay, for the following positions? (Please use the accompanying job descriptions to match your actual positions to categories on this questionnaire.)
--Senior service/support executive (vice president or director)
Coordinates activities and budgets of MULTIPLE support groups or sites. Meets regularly with senior corporate management and key customers.
Manages day-to-day activity of a SINGLE support/service group.
Manages major business activity; usually has no direct reports.
Please identify average pay levels for the least-skilled one-third, most-skilled one-third, and average-skilled one-third.
If less than 10 employees in that cstegory, use the “average-skilled” line only:
--Senior technical support engineer (Answers escalated calls; may function as a group or team leader)
--Field Support Engineer(Provides on-site support)
--Technical Support engineer/technician (Provides first-level solutions, primarily over the phone)
--Customer service rep (Answers routine service questions, routes calls to technicians)
3. Compensation levels for hardware jobs. What are the average annual salary rates, exclusive of benefits or incentive pay, for the following positions? (Please use the accompanying job descriptions to match your actual positions to categories on this questionnaire.)
--Jr. Field Service Engineer/Technician (Provide on-site Service)
-- Field Service Engineer/Technician (Provide on-site Service)
-- Jr. Depot Repair Technician
-- Depot Repair Technician
-- Senior Depot Repair Technician
--District Field Service Manager (Manages a number of field service engs/techs in a geographical area)
--Regional field service manager (manages a large geography such as multiple states or countries, and any managers in that geo)
--National/Country Manager (manages a country and any direct reports in that country)
4. Trends in Incentive Pay
As a percent of your total service/support payroll, how much did your organization spend on incentive pay in 2016?
... in 2015?
As a percent of base pay, how much did the average manager earn in incentive pay in 2016?
... in 2015?
As a percent of base pay, how much did the average service/support worker earn in incentive pay in 2016?
... in 2015?
Which of the following factors play a *significant* role in determining incentive pay for your service/support workers?
Manager's overall impression
Training or certification
4. Lessons Learned
Based on your experience, what advice would you give a colleague who's thinking about implementing a performance-based incentive program?
Name of person who should receive a complimentary copy of this report
Do Not Fill This Out