Service Managers’ University Full Course – Profitable Service Departments
Full course qualifies for 8 hours NATE credit
Having an effective service department is more than dispatching calls, fixing equipment and keeping customers from complaining. It’s also an important profit center for your business!
Each lesson covers a different aspect that an effective Service Manager should be aware of. These lessons are designed for easy use at your convenience, with knowledge checks built in so you receive the greatest benefit from the training.
Lesson 1 – Profitable Service Starts With A Solid Foundation! (30 minutes)
This lesson is the first in a series focusing managing your service department profitably. Every project needs to start with a solid foundation. Your service department is no different. In this self-paced training lesson, we’ll cover the three business units that make up every profitable service department.
- Demand Service
- Maintenance Agreements
- ProfitSmart Activities
These three units can only be successful by mastering technician motivation, goal setting for your techs, and department leadership. Set your solid foundation in place today.
Lesson 2 – Demand Service – It’s All About That Price! (30 minutes)
This lesson focuses on proper management of the service department within the HVAC company. The service department should be the most profitable area of the company but many times isn’t due to improper management and leadership. We focus on the time that the service technicians should be engaged in demand service activities and will dig into the need for proper pricing and how to see if your price is in line.
Lesson 3 – Demand Service – Key Performance Indicators (60 minutes)
This is where we get into the nitty gritty. Your techs will never miss a goal you don’t set for them. You need to put goals in front of them for each of the key areas of performance. Then you need to measure against those goals to track their actual performance. We’ll cover five different Key Performance Indicators that you need to track on each of your technicians. You’ll learn:
- What each KPI is
- How to set the goal for your company
- How to measure each goal
Lesson 4 – Maintenance Agreements – Creating Profitable Lifetime Customers (30 minutes)
This lesson focuses on the second business unit in your service department—that is maintenance agreements. Maintenance agreements are the foundation for profitable growth in your company and can affect the cash flow for every other department in the company. We’ll look at what makes up a successful maintenance agreement program, how to price your agreement properly and what the pitfalls are in not focusing on each of these critical areas.
Lesson 5 – Maintenance Agreements – Key Performance Indicators (30 minutes)
In this lesson, we’ll focus on the key performance indicators that you need to track for every service technician to ensure profitable, productive performance in your maintenance department. We’ll define them and teach you how to calculate them.
Lesson 6 – ProfitSMART Activities – Turning On The Cash Flow (30 minutes)
This lesson will focus on ProfitSMART activities. These are activities that the technicians need to participate in that will affect the rest of the company. This includes much more than just service. It is focusing on things like selling maintenance agreements, renewing maintenance agreements and generating qualified sales leads.
Lesson 7 – Service Department Goal Setting and Motivation (30 minutes)
Your techs will never hit a goal you don’t set for them. It is imperative that you decide what performance you will demand from your techs. If you don’t set the benchmark, they will. In this lesson, we will look at the importance of setting goals and how to motivate your technicians and get them involved in the process.
Lesson 8 – Service Department Leadership – Where Are We Going? (30 minutes)
As the service manager in your company, you’re the leader of your service department. As you lead, your service techs will follow. If you don’t like the performance of your team, maybe it’s not them. In this final lesson, we will look at leading your service department and things that you can do to improve the performance of your team.