postheadericon Certification

The Certified Service Executive© (CSE) credential is available exclusively through the National Association of Service Managers. It recognizes the experiential knowledge, skills and demonstrated performance in service and support functions within operating companies. NASM also offers the Associate Service Executive (ASE) designation for individuals getting started in the service profession and Lifetime Certified Service Executive (LCSE) certification for those with longer tenure and experience that provide the leadership and mentoring within their organizations.

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The Certified Service Manager© (CSM) credential was introduced in 2009 to address the specific education and certification requirements for service managers at dealer and distributor locations that provide numerous and complex service-related capabilities directly to customers and sales personnel. These unique curriculum and education requirements are included in CSM application. The courses will become available on line through the Learning Management System option through the Service Management InstituteSM.

Associate Service Executive©, Certified Service Executive© and Certified Service Manager© Designations

The ASE, CSE and CSM designations distinguish their bearers as qualified service executives whose professional accomplishments merit recognition by their peers and the business community at large.

The program has been created to:

  • Raise professional standards and improve the practice of service management.
  • Identify individuals with commendable knowledge of the principles and practices of product service management and related disciplines.
  • Encourage all service managers to strive for higher levels of professional development through continued education, participation in professional activities, and contributions to the field.

NASM Certification Board

NASM is the only nationwide association of service industry executives that represents all industries. The Certification Board of NASM consists of a representative from:

  • NASM National Board of Directors;
  • NASM Educational Committee;
  • NASM Certification Advisor

Neither NASM nor the Certification Board intends to determine who may engage in service management. If a person does not receive the designation, it does not indicate that the individual is not fully qualified; only that the requirements of the certification have not been met.

Designations & their requirements

Associate Service Executive©-"ASE" Designation

The "ASE" designation is granted for seven years. To obtain the "ASE" designation the following points and requirements must be met:

  • Work history in product service as a supervisor and/or manager in product support operations such as training, parts distribution or technical support;
  • Complete and submit the application with the designated fee to NASM;
  • Successfully obtain a minimum of 36 points on the application (see accompanying table)
  • Successfully complete the certification exam with a minimum score of 70%.

By the end of the seventh year, the ASE must accumulate 75 new points to advance to the "CSE" level. Those not advancing to the "CSE" level will lose the "ASE" designation.

Certified Service Executive ©-"CSE" Designation

The "CSE" designation is granted for three years. To obtain the "CSE" designation, the following points and requirements must be met:

  • Complete and submit the application with the designated fee to NASM;
  • Successfully obtain a minimum of 75 points as outlined on the application (see accompanying table);
  • Successfully complete the certification exam with a minimum score of 70%, or have successfully obtained the ASE designation within seven (7) years prior to this application;
  • Applicant must be recertified at the end of three years to maintain the "CSE" designation.

By the end of the third year, the CSE must accumulate 36 new points in order to be recertified for another three-year period. Those not meeting the new point requirements will lose the "CSE" designation.

Certified Service Manager ©-"CSM" Designation

The "CSM" designation is granted for three years. To obtain the "CSM" designation, the following points and requirements must be met:

  • Complete and submit the application with the designated fee to NASM;
  • Successfully obtain a minimum of 50 points as outlined on the application (see accompanying table);
  • Successfully complete the certification exam with a minimum score of 70%;
  • Applicant must be recertified at the end of three years to maintain the "CSM" designation.

Recertifying as a Certified Service Executive©-"RCSE" Designation

The applicant must be recertified at the end of three years to maintain the "CSE" designation. To be recertified as a "CSE" the following points and requirements must be met:

  • Complete and submit the application with the designated fee to NASM;
  • Successfully obtain a minimum of 36 new points in the past three years as outlined on the application.

Recertifying as a Certified Service Manager©-"RCSM" Designation

The applicant must be recertified at the end of three years to maintain the "CSM" designation. To be recertified as a "CSM" the following points and requirements must be met:

  • Complete and submit the application with the designated fee to NASM;
  • Successfully obtain a minimum of 36 new points in the past three years as outlined on the application.

Lifetime Certified Service Executive ©-"LCSE" Designation

The "LCSE" designation is held permanently and does not need to be recertified. To be certified as an "LCSE," the following points and requirements must be met:

  • Complete and submit the application with the designated fee to NASM;
  • Successfully hold and maintain the "CSE" designation for the past six years;
  • Successfully obtain a minimum of 36 new points in the past three years as outlined on the application.

Lifetime Certified Service Manager ©-"LCSM" Designation

The "LCSM" designation is held permanently and does not need to be recertified. To be certified as an "LCSM," the following points and requirements must be met:

  • Complete and submit the application with the designated fee to NASM;
  • Successfully hold and maintain the "CSM" designation for the past six years;
  • Successfully obtain a minimum of 36 new points in the past three years as outlined on the application.

Certification designation is granted entirely on merit without regard to race, sex, or national origin.

Qualifying Points

The following table, also outlined on the application form, lists all the activities accepted and their point values for each year. These points are based on an individual's accomplishments during the designated period only and cannot include activities or education prior to that time.

Certified Service Executive ©-"CSE"

35.0

ASE designation (for CSE application only)

10.0

National Service Manager (or position with equivalent service leadership responsibility) - per year (limit of 50 points combined with item below)*

7.5

Variety of supervisory and managerial positions in service management or product support operations - per year (limit of 50 points combined with item above)*

1.5

Member of NASM (each year)

3.5

NASM Chapter Officer (each year)

4.0

NASM Board of Directors (each year)

2.5

Attending NASM National conference or related service conferences

1.0

Attending pre/post conference workshop

5.0

NASM Service Management InstituteSM

4.0

Each day session - speaker at NASM Service Management InstituteSM, NASM National Conference or seminar related to service management (NASM recognized)

3.5

Each published article on service management

3.5

Chapter officer, national board or committee member for another industry-related organization

1.5

Each Continuing Education Unit credit related to service management not claimed elsewhere in this Table (Limit 30 points).

2.0

Each completed full time semester of college (limit 8 points) Transcripts Required.

*Not to exceed 50 points in total for work experience for CSE* Not to exceed 30 new points in total work experience for R-CSE, L-CSE.

Certified Service Manager ©-"CSM"

10.0

Service Manager (or position with equivalent service leadership responsibility) - per year (limit of 50 points combined with item below)

7.5

Variety of supervisory and managerial positions in service management or product support operations - per year (limit of 50 points combined with item above)

1.5

Member of NASM (each year)

3.5

NASM Chapter Officer (each year)

4.0

NASM Board of Directors (each year)

2.5

Attending NASM National conference or related service conferences

1.0

Attending pre/post conference workshop

5.0

NASM Service Management InstituteSM

4.0

Each day session - speaker at NASM Service Management InstituteSM, NASM National Conference or seminar related to service management (NASM recognized)

3.5

Each published article on service management

3.5

Chapter officer, national board or committee member for another industry-related organization

1.5

Each Continuing Education Unit credit related to service management not claimed elsewhere in this Table (Limit 30 points).

2.0

Each completed full time semester of college (limit 8 points) Transcripts Required.

Certified Service Manager ©-"RCSM"

5.0

Service Manager (or position with equivalent service leadership responsibility) – Per year (limit of 15 points)

1.5

Member of NASM (each year) (limit 4.5 points)

5.0

Attending NASM National conference or related service meetings (limit 15 points)

1.5

Each Continuing Education Unit credit related to service management, 5 points / 1 CEU (limit 15 points)

5.0

Continuing Education, 5 points / 1 CEU (limit 15 points)

3.0

Evening courses at accredited college without completion of a degree. 3 points / credit

12.0

Attain an Associate or 4-year degree during the 3 years

5.0

Completion of an online course, 5 points / CUE (1 CEU = 10 hours class time)

The Written Examination

The test is broad enough to permit the applicant to demonstrate his/her expertise without being penalized for lack of experience in any specific area of service management.

A minimum score of 70 is required to pass the exam and it is graded by an impartial third party. It consists of 100 multiple-choice and true/false questions.

Sample questions:

1. Each manager is responsible for attainment of results in Key Results Area (KRA). Which of the following is appropriate to be considered as a KRA for service management?

  • a. Customer satisfaction
  • b. New product development
  • c. Profitability
  • d. Quality control

2. As a general rule, customers should be expected to pay for warranty expense at the time of original purchase.

  • a. True
  • b. False

Application Form & Procedures

The downloadable form may be used when applying for all designations. It is suggested that records be maintained of all activities requiring date verification to submit with the application. See the link below in the Application Section.

Complete the application form and provide all requested verification data. The requested information must be provided within 30 days of notification by the board before the application can be accepted for approval consideration. Send the completed application with all verification along with a check, money order or credit card number (with expiration date) in the designated amount (see application form) for the "ASE", "CSE", CSM, "RCSE", RCSM, "LCSE" or LCSM designations to:

CERTIFICATION BOARD
National Association of Service Managers
P.O. Box 250796
Milwaukee, WI 53225

  • If your application is accepted, you will be notified by mail and the certification examination will be forwarded to you. Please allow at least 30 days for processing. If your application is not accepted, you will be notified by mail.
  • For the CSE/CSM application, the qualified candidate must take the exam within a 90 day period of notification. After 90 days, the candidate must re-apply.
  • If your recertification application is accepted, you will be notified by mail and will be provided with a certificate showing the date of recertification.
  • If additional information is needed by the certification board, the requested information must be provided within 30 days of notification by the board before the application can be accepted for approval consideration.
  • If any applicant does not satisfy any of the area requirements after receipt of all verification data which would then reduce their points total to below the minimum required for the designation applied for, they may reapply between six (6) months to one (1) year by submitting a $25.00 processing fee.

Fees

The application fee is nonrefundable. If any applicant does not satisfy one of the area requirements, they may reapply between 6 months to 1 year by submitting a $25 processing fee. After one year a new application fee payment would be required.

Application fees: Enclosed is my application fee (check, money order or credit card only) of:

ASE or CSM designation

CSE designation

$50.00 NASM Members

$100.00 NASM Members

$100.00 Non-members

$200.00 Non-members


Certification Fee:

ASE or CSM designation

CSE Designation

$250.00 NASM Members

$300.00 NASM Members

$500.00 Non-members

$600.00 Non-members


RCSM or LCSM designation

RCSE or LCSE designation

$150.00 NASM Members

$200.00 NASM Members

$225.00 Non-members

$300.00 Non-members


(no application fee required for RCSE, RCSM, LCSE or LCSM)


The Recertification fee, as outlined on the application, must be submitted with the application. All applicants for recertification not accepted by the Certification Board will have their applications returned with a complete refund.

Application

To download a printable application form select here for a PDF file.