JoinHVACSuccess

HVACPro Commercial Service Manager Job Training

This position is responsible for the management activities of the Company’s service operations including establishing service department development plans, policies, and procedures to ensure Company fulfills its contractual obligations for maintenance agreements, service repair and equipment replacement in accordance with corporate profit objectives and directives by performing the following duties personally or through subordinate managers. 

HVACPro Online Classes

#0 HVACPro Overview:

  1. Review how to implement a strategic business action plan
  2. Review how you only need employees in your business to process your book of business.
  3. Review how the company operating and work delivery processes are for employees to follow step-by-step.
  4. Review how you only need managers in your business to manage your people to process.
  5. Review the importance of staffing up to 100% utilization of available labor to prevent higher operating costs versus the competition.
  6. Subscription provided or purchase these documents:
    1. N/A

       

#1P1 Light Commercial Flat Rate Repair and Time & Materials Pricing Methods

  1. Review how to set-up your light‐commercial flat rate repair pricing.
  2. Review how to price up portal-to-portal time & material repairs.
  3. Subscription provided or purchase these documents:

     

    Product

    ID

     1001

    Service-Right Flat-Rate Price Guide

    You can order the Service-Right HVAC or Plumbing or as an Electrical repair guide. Select one repair guide for only $39.95 per month, select two repair guides for only $69.95 per month, or select all three guides for only $79.95 per month, a 12-month subscription. Includes upload data for QuickBooks™ or for your field management software. 

    Product

    ID

    1002

    Technician/Installer Onsite Hourly Truck and Travel Costs & Pricing Calculator Program in MS Excel

    This document is used by service and replacement management to calculate the upfront per-trip truck and travel rate for your upfront repair and replacement price guides. This document is in MS Excel format, with results printed on your local printer.

#1P2 Introduction to EasyPrice Commercial HVAC Service Agreement Surveying, Estimating & Pricing & Proposal Writing Program:

  1. Review the need to standardize the commercial HVAC service agreement surveying, estimating, and pricing process.
  2. Review the customer transaction & system/equipment survey forms.
  3. Review the EasyPrice commercial HVAC service agreement estimating program.
  4. Review proposal writing procedures for pricing strategy on older large tonnage contracts to Lock‐in Projected Future Repairs.
  5. Review locking in projected repair revenue pricing strategy.
  6. Review the purpose and proposal template set-up
  7. Subscription provided or purchase these documents:

     

Product

ID

 

1003

EasyPrice Service Agreement Sales Call Opportunity Assessment Form

Mechanical rooms or central plant areas are logical starting points for multi-facility or multi-story facilities. Starting at the mechanical room or central plant gives the salesperson a better picture of how the conditioned air or water is distributed throughout the facility(s). Understanding how the HVAC/R system is distributed enables the salesperson to look for and ask pertinent questions related to system operating and maintenance tasking requirements.

 Product

ID

1004

 

EasyPrice Service Agreement Estimating & Pricing Program MS Excel

Service managers and commercial Sales Reps use this software to perform the step-by-step functions of a professional service agreement surveying, estimating, and pricing procedure. The benefit objective is to increase profitability by implementing a professional approach to accurately and efficiently gathering customer and scope of work job data, decreasing estimating human errors, reducing work-related risk liabilities, and by improving the customer’s understanding of how service agreement proposal development standardization increases efficiencies while reducing business risk to the company. Includes a complete set of 72-built-in equipment and filter estimating labor and material standards for packaged RTU, built-up systems, central plant heating/cooling, and associated equipment. This software tool is provided in original MS Excel format.

 #1P3 Pricing Projects Using the Single Divisor and Dual Rate Overhead Methods:

  1. Selecting Which Project Pricing Method to Use.
  2. Most Common ‐ Single Divisor Project Pricing Method Review.
  3. EXAMPLE: Single Divisor Pricing ‐ 10‐Ton Packaged Rooftop Replacement.
  4. Most Accurate – Project Dual Rate Overhead Project Pricing Method Review.
  5. Comparing the Single Divisor to the Dual Rate Overhead Pricing Method.
  6. Subscription provided or purchase these documents:

     

Subscription provided or purchase these documents:

Product

ID

1005

 

 

 

Install-Right Project/Design-Build Sales Call Opportunity Assessment Form

This Installed-Right Project Design-Build On-site Opportunity Assessment Survey Form assists the project Sales Rep to identify the transaction and scope of work and communicate that their company is the best choice to do the job. Installed-Right Project Survey objectives are to help the Sales Rep:

•        To identify the customer’s comfort, health, safety, business, risk management, and financial transaction requirements.

•        To minimize the business risk associated with the transaction and make a reasonable profit above the delivery cost.

•        To provide the means to project a professional image.

•        Systematically gather customer & technical info.

•        To provide the means to demonstrate performance via your best practice project installation approach.

•        To educate and move the customer from the lowest cost option to the BEST option.

To provide the means to complete the sales call and close the transaction in 2 sales calls or less.

 

Product

ID

1006

EasyPrice Commercial/Industrial Project Single Divisor Pricing Calculator MS Excel

When setting service pricing for your HVAC business, you need to understand that there are two types of business costs – direct and indirect or overhead costs. Direct costs are the cost of goods sold required to deliver work from a lead to job closeout. It includes parts, equipment, materials, ductwork, permits, labor, and vehicle expenses. Business owners typically price their work where most projects represent 60% or higher in equipment, materials, and subs. On the other hand, the indirect or overhead cost keeps the lights on and sustainable. Your overhead costs include your mortgage/lease/rent, utility expenses, admin and sales salary, uniforms, employee training, and trash removal. You need an accurate pricing method to compete on large or multi-phase jobs. The single divisor pricing method uses an average overhead recovery which can overprice a job.

  

 Product

ID

1007

EasyPrice Dual Rate Overhead Project Pricing Calculator MS Excel

This job pricing method utilizes two overhead rates for subcontractors, equipment, and materials and one for direct labor. The main reason to use this method is that overhead is more accurately distributed based on the percentage of install labor to non-labor and materials direct costs on a job.

Overhead is allocated higher for projects with a large proportion of the job is installation labor versus equipment, materials, and subcontracts. Overheads are less where installation labor is small than non-labor and direct material costs.

 #2P3 Onsite Repair “Check-in” & “Check-out” Opportunity Assessment Survey Forms:

  1. Review best practice repair call check‐in opportunity assessment form.
  2. Review best practice repair or maintenance call check‐out opportunity assessment form.
  3. Subscription provided or purchase these documents:

     

Product

ID

1011

 

 

Install-Right Project/Design-Build Sales Call Opportunity Assessment Form

This Installed-Right Project Design-Build On-site Opportunity Assessment Survey Form assists the project Sales Rep identify the transaction and scope of work and communicate that their company is the best choice to do the job. Installed-Right Project Survey objectives are to help the Sales Rep:

  • To identify the customer’s comfort, health, safety, business, risk management, and financial transaction requirements.
  • To minimize the business risk associated with the transaction and make a reasonable profit above the delivery cost.
  • To provide the means to project a professional image.
  • To systematically gather customer & technical info.
  • To provide the means to demonstrate performance via your best practice project installation approach.
  • To educate and move the customer from the lowest cost option to the BEST option.
  • To provide the means to complete the sales call and close the transaction in 2 sales calls or less.

 Product

ID

1012

Technician Repair Call Check-in Opportunity Assessment Form

In most cases, when the technician first arrives on a repair call, the system is dead. The system cannot speak for itself, so you must interview the customer about the patient. An Opportunity Assessment Survey form is needed to enable the technician to learn about the customer, the problem or issue, and other areas that may present opportunities to improve. Customers commonly desire improved comfort, health, safety, property, and financial situation. After confirming the purpose of the call and making introductions, the technician uses the script located at the top of the form.

Product

ID

1013

Technician Repair or Maintenance Call Check-Out Opportunity Assessment Forms

Entitled  System Condition Report. This form lets the customer go forward with recommendations to save money or help avoid catastrophic failures. This form allows the company to continue communicating post-call with the customer to “harvest more opportunities” that need attention. The technician and the customer must sign off as presented and received. At the end of the call, the technician reviews anything they have checked off that still “needs attention” on our System Condition Report to help the customer post-call become more comfortable, safer, and healthier and save money. The technician returns the System Condition Report to the service manager for pricing work and follows up with the customer on the recommended work that needs attention. When used with Microsoft Office and the obtained customer’s email address or cell phone number, this form enables the contractor to continue post-call harvest opportunities that remain to need attention.

 #2P4 Commercial Service Agreement & Project Sales Opportunity Assessment Forms:

  1. Review the EasyPrice commercial service agreement onsite customer and equipment opportunity assessment forms.
  2. Review EasyPrice project/design‐build onsite customer and equipment opportunity assessment forms.
  3. Subscription provided or purchase these documents:

     

Product

ID

1018

Service Agreement Sales First Call Handout Presentation

This promotional tool is used by Commercial Sales Reps on a request for service agreement bid/estimate/quote to systematically overcome 4-common sales objections, (1) What makes your company different, (2) What regulatory compliant approach you will use to obtain the lowest possible price, (3) Why your Company has to set the standard of performance in the area, (4) What the customer can expect before, during, and post-service agreement execution. This promotional piece is provided in original MS PowerPoint format to be printed on your local printer..

Product

ID

1019

Commercial Service Agreement Short Form & Long Form Proposal Templates

Commercial Sales Reps use this promotional and service agreement transaction contract. This promotional piece is provided in original MS Word format to be customized to your business and printed on your local printer for only $99.95.

  

Product

ID

1020

Project/Design-Build Sales Frist Call Sales Handout Presentation

This promotional tool is used by Commercial Sales Reps on a request for project bid/estimate/quote to systematically overcome 4-common sales objections, (1) What makes your company different? (2) What regulatory compliant approach you will use to obtain the lowest possible price, (3) Why your Company has to set the standard of performance in the area, (4) What the customer can expect before, during and after post-service agreement execution. This promotional piece is provided in original MS PowerPoint format to be printed on your local printer for only $99.95.

Product

ID

1021

Project/Design-Build Agreement Proposal Template

Commercial Sales Reps use this promotional and Project/Design-Build transaction contract. This promotional piece is provided in original MS Word format to be customized to your business and printed on your local printer.

 

 

Product

ID

1022

Commercial Design-Build Cover Letter and Statement of Qualifications Package in MS Word

A statement of qualifications is an introductory resume section that is a brief outline of your relevant design-build HVAC skills, experiences, and achievements. It uses bullet points to show relevant qualifications tailored to the requirements of the commercial project you are bidding. It should include:

·         Highlight your construction skills and experiences.

·         Quantify your key achievements.

·         Show the prospect why you are an excellent match.
     

2P6 HVAC/R Equipment Maintenance Requirements & Opportunity Assessment:

  1. Review the importance of understanding equipment maintenance and repair requirements to your success.
  2. Review the need to customize maintenance program solutions to meet your customer’s unique requirements.
  3. Review the needed equipment and systems survey tools.
  4. Review the onsite opportunity assessment survey’s primary focus.
  5. Review the various HVAC/R equipment purpose & periodic maintenance requirements.
  6. Subscription provided or purchase these documents:
    1. N/A

       

#3 How to Win More Business by Differentiating Your Services:

  1. Review of purpose and how to create powerful service brand names.
  2. Example Design‐Build Project Brand & Associated Value Positioning Statement.
  3. Subscription provided or purchase these documents:

     

 Product

ID

1009

Contents of this course provided in MS Word

You lead with the offer to provide them with a competitive price for their outsourced mechanical maintenance services. You make them aware of your other replacement, retrofit and design-build capabilities. You provide them with your MECHANICAL SAFE-GUARD MAINTENANCE PROGRAM  & Customized letter & line Card to better Position the company as an industry HVAC expert.

 #4P1 Proactive Commercial HVAC Service Agreement Selling Strategies & Tactics:

  1. Review how all sales objections fall into 1 of 5 categories.
  2. Review the 4‐Step consultative approach.
  3. Review the proactive repair consultative approach.
  4. Review the proactive service agreement consultative approach.
  5. Review commercial service agreement inspection & repair coverage options.
  6. Review the customer’s pros & cons by service agreement repair coverage option.
  7. Subscription provided or purchase these documents:

     

Product

ID

1014

Proactive Repair Call Handling Tasking Procedures

Service managers and repair technicians use this standard procedure document to perform the step-by-step functions of a professional service call handling procedure and forms from a lead to sold repair customer checkout. This document is provided in original MS Word format to be printed on your local printer.

 Product

ID

1015

Proactive Service Agreement Sales Call Handling Tasking Procedures

Service managers and commercial Sales Reps use this standard procedure document to perform the step-by-step functions of a professional service agreement call handling step-by-step procedure from a lead to sold agreement. This document is provided in original MS Word, Excel, and Acrobat PDF format to be printed on your local printer.

 Product

ID

1018

Service Agreement Sales First Call Handout Presentation

This promotional tool is used by Commercial Sales Reps on a request for service agreement bid/estimate/quote to systematically overcome 4-common sales objections, (1) What makes your company different, (2) What regulatory compliant approach you will use to obtain the lowest possible price, (3) Why your Company has to set the standard of performance in the area, (4) What the customer can expect before, during, and post-service agreement execution. This promotional piece is provided in original MS PowerPoint format to be printed on your local printer..

 #4P2 Review Service Agreement Proposal Agreement Short & Long Form Formats:

  1. Review the commercial Service Agreement Short Form Maintenance Agreement.
  2. Review the commercial Service Agreement Long Form Maintenance Agreement.
  3. Subscription provided or purchase these documents:

 

 Product

ID

1019

Commercial Service Agreement Short Form & Long Form Proposal Templates

Commercial Sales Reps use this promotional and service agreement transaction contract. This promotional piece is provided in original MS Word format to be customized to your business and printed on your local printer for only $99.95.

 #5P1 Service Repair Work Delivery Tasking Standard Procedures:

  1. Review the many advantages of written work delivery tasking standard procedures.
  2. Review how business functions are the labor tasking activities that must occur.
  3. Review the step-by-step service repair work delivery tasking standard procedures.
  4. Subscription provided or purchase these documents:

     

 

Product

ID

1023

Service Repair Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to repair job closeout. Service managers and operations managers use them. This document is provided in original MS Word format to be printed on your local printer.

 #5P2 Service Agreement Work Delivery Tasking Standard Procedures:

  1. Review service agreement work delivery tasking standard procedures.
  2. Review commercial service agreement cover letter and proposal agreement.
  3. Subscription provided or purchase these documents:

 

 

Product

ID

1024

Service Agreement Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to service agreement job closeout. Service managers and operations managers use them. This document is provided in original MS Word format to be printed on your local printer.

#5P3 Project Work Delivery Tasking Standard Procedures:

  1. Review project work delivery tasking standard procedures.
  2. Review the commercial service agreement cover letter and proposal agreement.
  3. Subscription provided or purchase these documents:

     

 Product

ID

1025

 

Project/Design-Build Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to Project/Design-Build agreement job closeout. Service managers and operations managers use them. This document is provided in original MS Word format to be printed on your local printer.

 #5P4 Equipment Start-up Taking & Accounts Receivable/Payable Standard Procedures:

  1. Review equipment start‐up and maintenance tasking standards.
  2. Review management quality assurance standard procedures.
  3. Review accounts receivable and payable standard procedures.
  4. Subscription provided or purchase these documents:

     

 Product

ID

1026

Equipment Start-up &  Maintenance Tasking Procedures

These documents are used by service managers, installation managers, technicians, installers, and operations managers. HVAC service companies use this equipment start-up, text, and verification tasking procedures to adhere to the new ASHRAE standard 180P standards. These tasking procedures help you establish the minimum HVAC inspection and maintenance requirements that preserve a system’s ability to achieve optimum operations. AccuTask includes 136 start-up and maintenance tasking forms for 99.9% of HVAC equipment and systems. These documents are provided in original MS Word format to be printed on your local printer.

Product

ID

1027

Accounts Receivable and Payable Standard Procedures

Includes step-by-step accounting receivable and payable standards. General managers and operations managers use them. This document is provided in original MS Word format to be printed on your local printer.

 #5P6 Field Labor Productivity Optimization and Reporting Standard Procedures:

  1. Review field labor productivity optimization strategies.
  2. Review service reporting standard procedures.
  3. Subscription provided or purchase these documents:
    1. N/A

       

#6 How to Protect the Business with Proper Terms & Conditions:

  1. Review invoices & proposals are both promotional and legal contracts.
  2. Review invoice document ‐ demand service payment & liability protection terms & conditions.
  3. Review proposal document ‐ service agreement payment & liability protection terms & conditions
  4. Review proposal document ‐ project/design‐build payment & liability protection terms & conditions.
  5. Subscription provided or purchase these documents:

     

 Product

ID

1030

Repair, Service Agreement, and Project/Design-Build Terms and Conditions Set

A strong set of terms and conditions is critical. It circumvents any confusion about what you are selling and the transaction terms by which you make the offer. Your payment and liability terms and conditions agreement are both a social and a legal contract. Your terms and conditions establish how you do business in a socially acceptable manner. Still, it is also a legally binding contract between you and your clients.

 #7P1 How to Retain the Best People with Proven Employee Retention Strategies:

  1. Review the five business processes that positively affect employee retention.
  2. Review how to implement step‐by‐step work delivery standard procedures.
  3. Subscription provided or purchase these documents:
    1. N/A

       

#7P2 Implementing Performance-Based Job Descriptions & Monitoring:

  1. Review how to implement performance‐based job descriptions.
  2. Review how to implement labor billable efficiency & productivity monitoring.
  3. Subscription provided or purchase these documents:

     

Product

ID

1032

 

Performance Incentive plan – Office, Technicians & Installer

Service managers and operations managers use this document. This document is provided in original MS Word format to be printed on your local printer.

  

Product

ID

1033

Performance Incentive plan – Commercial Sales Rep

Service managers and operations managers use this document. This document is provided in original MS Word format to be printed on your local printer.

  

 

 

 

 

Product

ID

1031

 

 

 

Complete Set Performance-Based Job Descriptions

These documents are used by general managers, Sales Managers, service managers, installation managers, and operations managers. These documents are provided in MS Word format to be printed on your local printer. Set includes:

·         Dispatcher Job Description

·         Commercial Sales Rep Job Description

·         Service & Maintenance Technician Job Description

·         HVAC Installer Job Description

·         General Manager Job Description

·         Operations Manager job description

·         Sales Manager Job Description

·         Service Manager Job Description      

·         Installation Manager Job Description

·         Human Resource Manager Job Description  

·         Comptroller Job Description

·         Project Manager Job Description

·         Assistant Service Manager Job Description

·         HVAC Technician Instructor-Trainer Job Description

·         Lead Service & Maintenance Technician Job Description

·         Receptionist/Customer Care Specialist Job Description

·         Office Manager Job Description        

·         Accounts Payable Job Description     

·         Accounts Receivable Job Description

·         Truck Driver/Warehouse Supervisor Job Description

#7P3 Implementing Performance Incentives & Culture of Success:

  1. Review how to implement performance incentive plans.
  2. Review how to implement a company culture of success.
  3. Subscription provided or purchase these documents:
    1. N/A

       

#8 How to Drive Profitability Using Key Performance Indicators:

  1. Review how to keep your business on using
  2. Review how to establish financial & labor
  3. Review common commercial service industry average financial
  4. Review how to drive profitability using financial
  5. Review how to use rules‐based management to drive financial
  6. Review how to prevent running out of money using break‐even revenue
  7. Subscription provided or purchase these documents:
    1. N/A

       

#9 How to Efficiently Organize the Business for Growth:

  1. Review why we need to organize business into groups.
  2. Review commercial HVAC business organizational structure.
  3. Review five logical commercial, organizational groups/departments.
  4. Review office admin department functions & organizational structure.
  5. Review sales department functions & organizational structure service.
  6. Review service functions & organizational structure.
  7. Review installation department functions & organizational structure.
  8. Review construction department functions & organizational structure.
  9. Subscription provided or purchase these documents:

     

 Product

ID

1036

Commercial HVAC Service Contractor Organizational Charts

Whether you are a one-person or a 200-person HVAC company, both perform the same business operating and work delivery functions. Each business function requires labor tasking to complete. What labor is needed depends on how much labor tasking is necessary to process the company’s book of business. No two companies have the same amount of labor tasking by business or work delivery function due to their mix of business types (e.g., construction, service, replacements, property management, building warranty companies, and others. However, all commercial HVAC companies should be organized in such a way as to compete competitively.

 

 

 

 #10 How to Implement Proper Customer Care Call Handling Procedures:

  1. Review the importance of good customer care.
  2. Review customer care inbound and outbound call handling script.
  3. Review crucial hiring criteria for the customer care & dispatcher function.
  4. Review organizing an office central filing system.
  5. Review how to implement hiring guidelines for the customer care/dispatch function.
  6. Review customer service 101: proper phone etiquette.
  7. Review how to implement training for the customer care/dispatch function.
  8. Review construction department functions & organizational structure.
  9. Subscription provided or purchase these documents:

 

 

Product

ID

1034

Customer Care Call Handling Inbound and Outbound Script

This script includes a professional standardized way to greet and respond to the customer inquiries. The script includes greeting the customer, identifying if they are interested in a service agreement, annual service agreement renewal reminder, identifying how the customer they pay for today’s work, informing the customer of response time, identifying the lead source, calling the customer to confirm arrival time, managing the price of today’s service, calling to reschedule an appointment, handling upset callers. This document is provided in original MS Word format to be printed on your local printer.

 

 

 

 

Product

ID

1035

Customer Care Response for “Price is Too High” Objection

Used by customer care, receptionist, and dispatchers. This document is designed to inform employees and your customers why we price our services, justifying the price for the customer post service. Includes a professional standardized way to respond to a price objection via letter or email. This document is provided in original MS Word format to be printed on your local printer.

 

 

 

 #11 How to Forecast Your Monthly Spend Plan:

  1. Review why you need a monthly income and spending plan budget.
  2. Review how to forecast labor staffing requirements by work category procedure.
  3. Review how to use BudgetPro to develop service offerings spend plans.
  4. Subscription provided or purchase these documents:

     

 

 

Product

ID

1039

BudgetPro Annual & Monthly Budgeting Calculator

One of the critical factors in delivery service is the availability of skilled labor. Retaining and obtaining the right number of employees with the right skill sets is crucial to the service organization. Determining the right mix of employees requires forecasting future revenues by work category. BudgetPro is an annual and monthly labor and material forecasting program designed to automate all work categories’ forecasting and budgeting process. BudgetPro calculator is used by owners, general managers, service managers, installation managers, operations, and office managers. BudgetPro does everything a Guide version does, but more accurately and in a tenth of the time. The BudgetPro program is designed to help you quickly respond to potential new business scenarios. This program is provided in MS Excel format.

 

 

 

 #12P1 Proven Strategies to Help You Recruit & Retain the Best People:

  1. Review proven strategies to help you recruit the best.
  2. Review proven strategies to help you retain the best.
  3. Review why contractors are making bad hiring decisions.
  4. Review the many costs of making a bad hire.
  5. Review 9‐modern day hiring tips for hiring the right candidate.
  6. Review a checklist for hiring employees.
  7. Review a checklist for screening an applicant’s resume.
  8. Subscription provided or purchase these documents:
    1. N/A

       

#12P2 Assessing New Hire Training Needs & Coaching & Counseling Procedures:

  1. Review how to assess the new hire training needs.
  2. Review the coaching process to develop the team and individuals.
  3. Review the counseling process to change troublesome work behaviors.
  4. Review an example counseling process of a problem employee.
  5. Subscription provided or purchase these documents:

     

 

 

Product

ID

1037

Employment Application

This job or employment application is an official form given to applicants asking a wide range of questions both about the individual and their skills related to the job. Forms are legally defensible and stand as a way for applicants to introduce themselves to employers. Employees can be justifiably terminated for providing false information on this document that may be found post-hire. his document is provided in original MS Word format to be printed on your local printer.

 

 

 

 

Product

ID

1038

Employee Counseling Form

This document is used by service managers, installation managers, operations, and office managers. This document is provided in original MS Word format to be printed on your local printer.

 

 

 #13 How to Select and Implement Field Management Software:

  1. Benefits of Field Service Management Software.
  2. Checklist for Selecting Field Service Management Software.
  3. Subscription provided or purchase these documents:
    1. N/A

       

 #14 How to Self‐Develop Your Leadership and People Skills:

  1. Different Leadership Styles and When to Use Them.
  2. The Top Leadership Skills to Improve.
  3. Implement Your Leadership Skill Self‐Development Plan.
  4. Subscription provided or purchase these documents:
    1. N/A

  

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