Course Overview

As the HR Manager, you will lead the organization’s administrative operations and talent strategy. You will be responsible for building a high-performing team through effective recruitment and hiring practices. Additionally, you will serve as a key advisor to top executives, ensuring that human resources initiatives align with the company’s long-term strategic goals.

Module 0: Business Model & Strategic Foundation

• Understand how to implement a structured business plan
• Learn how businesses operate through processes, not individuals
• Define the roles of employees versus managers
• Understand labor utilization and its impact on operating costs
• Learn how proper staffing prevents margin erosion

Module 4: Trust-Based Selling Systems

4.1 Repair Trust-Selling

• Apply a consultative, trust-based selling process
• Standardize service call handling
• Understand how service agreements support sustainability
• Apply proactive repair-selling standards

4.2 Service Agreement Selling

• Understand the service agreement business model
• Communicate customer benefits clearly
• Set proper expectations
• Apply proactive trust-selling techniques

4.3 Replacement Trust-Selling

• Understand replacement and design-build sales
• Apply standardized replacement selling procedures
• Present professional proposals and investment options
• Address common customer objections confidently

Module 5: Written Operating & Work Delivery Standards

5.1 Why Written Standards Matter

• Gain stakeholder buy-in for standardization
• Identify required business and operational functions
• Understand why written standards reduce chaos and errors

5.2 Service Repair Work Delivery

• Follow best-practice repair workflows from lead to close-out
• Standardize technician and manager responsibilities

5.3 Service Agreement Work Delivery

• Apply standardized service agreement workflows
• Ensure consistent inspections and customer experience

5.4 Replacement Work Delivery

• Apply quality assurance procedures
• Establish payment, credit, and receivables standards
• Manage projects from lead through completion

5.5 Accounts Receivables/Payables Written Standard Procedures:

• Review the need to establish proper transaction credit and payment terms.
• Review how to establish accounts receivable aging.
• Review how to establish an accounts receivable aging schedule.
• Review best practice accounts receivable rules.

5.6 Inventory and Tool Control Written Standard Procedures

• Implement accounts receivable and payable standards
• Control inventory and tools
• Standardize customer care and dispatch communications

5.7 Labor Productivity Optimization

• Understand field labor efficiency metrics
• Apply procedures to improve productivity
• Generate buy-in from technicians and staff

Module 7: People Systems & Retention

7.1 Employee Retention & Performance

• Implement work delivery standards company-wide
• Use performance-based job descriptions
• Monitor productivity and efficiency
• Build a culture of accountability and success
• Apply performance incentive systems

7.2 Performance-Based Job Descriptions

• Understand job descriptions as behavioral contracts
• Use them to evaluate and coach performance objectively

7.3 Hiring & Managing Customer Care Staff

• Hire effectively for dispatch and customer care roles
• Train staff in professional communication
• Handle objections and difficult conversations

7.4 Incentives & Culture of Success

• Align incentives with productivity and profitability
• Reinforce standards and conduct expectations

Module 8: Key Performance Indicators (KPIs)

• Calculate income, expenses, and break-even points
• Use KPIs to guide management decisions
• Track individual and financial performance metrics
• Apply rules-based management using KPI data

Module 9: Organizational Structure for Growth

• Design an efficient organizational structure
• Define departmental functions and accountability
• Forecast labor needs by work category
• Align staffing with revenue goals

Module 10: Customer Care & Call Handling Excellence

• Understand the impact of customer care on profitability
• Apply inbound and outbound call standards
• Train and onboard customer care staff
• Maintain organized office systems

Module 11: Budgeting & Spend Planning

• Build monthly labor and expense plans
• Forecast staffing needs accurately
• Use budgeting tools to model growth scenarios

Module 12: Recruiting, Coaching, & Counseling

12.1 Recruiting & Retention

• Avoid costly hiring mistakes
• Apply proven recruiting strategies
• Use structured hiring and screening tools

12.2 Coaching & Counseling

• Conduct background checks and proper job offers
• Assess training needs
• Apply coaching and counseling processes correctly
• Address performance and behavioral issues professionally

Module 13: Field Service Management Software

• Understand the link between field execution and customer satisfaction
• Identify operational benefits of FSM software
• Apply selection best practices

Module 14: Leadership & Professional Development

• Understand leadership styles and when to apply them
• Develop core leadership competencies
• Build a personal leadership development plan

Outcome

By the end of this Pro Service Human Resource Manager course, participants will have gained the strategic and operational expertise required to lead a high-performing HVAC organization. You will transition from traditional administrative oversight to becoming a Strategic Talent Architect, capable of aligning human capital with company profitability and growth goals.

Specifically, you will gain the ability to:

• Build High-Performance Teams: You will gain the skills to implement proven recruiting strategies and structured hiring tools that avoid costly mistakes and ensure every new hire fits the company culture.
• Architect Scalable People Systems: You will gain the proficiency to design organizational structures and performance-based job descriptions that act as behavioral contracts, fostering a culture of accountability and success.
• Optimize Financial Performance through Labor: You will gain the expertise to analyze labor utilization, manage KPIs, and develop incentive systems that align employee productivity with the company’s bottom line.
• Standardize Operational Excellence: You will gain the ability to implement and enforce written work delivery standards across all departments, reducing organizational chaos and ensuring a consistent customer experience.
• Lead with Strategic Vision: You will gain core leadership competencies and the ability to build personal development plans, positioning yourself as a key advisor to executive leadership on budgeting, spend planning, and long-term staffing forecasts.