Course Overview

This position is responsible for delivering field labor tasking procedures to execute planned service inspections, repair services, and equipment installations, providing emergency service response coverage in accordance with Company safety policies and procedures, and establishing repair and maintenance work tasking procedures. In addition, this position is responsible for all residential replacement installation estimating, pricing, and proposal development.

Module 0: Service Pro Online Classes Overview

• Build a strategic business action plan you can implement immediately
• Understand how work gets processed through roles, not the owner
• Apply step-by-step operating and work delivery processes
• Clarify employee vs. manager responsibilities for consistent execution
• Use labor utilization planning to prevent margin erosion

Module 2: Commercial Lead Generation & Sales Execution

2.3 Repair Call Opportunity Assessment (Check-In / Check-Out)

• Use standardized check-in and check-out assessment forms
• Improve customer interviews and documentation quality
• Capture follow-up opportunities and create a clean next-step pipeline
• Included Resources: Technician check-in assessment form; technician check-out/system condition report form

2.6 Equipment Maintenance Requirements & Opportunity Assessment

• Understand why maintenance requirements drive contract success
• Customize maintenance solutions to customer needs
• Use survey tools to identify workload and risk correctly
• Apply periodic maintenance requirements to shape scope and pricing

Module 4: Proactive Selling Systems (Commercial)

4.1 Service Agreement Selling Strategies

• Recognize objection types and apply structured responses
• Use a 4-step consultative selling process
• Apply proactive repair and service agreement selling standards
• Present coverage options and help customers choose based on pros/cons
• Included Resources: Repair call handling procedures; service agreement selling procedures; service agreement first-call presentation

Module 5: Work Delivery Standards & Operational Controls

5.1 Service Repair Work Delivery Standards

• Understand why written standards reduce chaos, callbacks, and inconsistency
• Apply step-by-step repair workflow from lead to close-out
• Included Resources: Service repair work delivery standard procedures (Word)

5.2 Service Agreement Work Delivery Standards

• Apply a consistent agreement workflow from lead to completion
• Improve inspection consistency and customer experience
• Included Resources: Service agreement work delivery standard procedures (Word)

5.4 Start-Up, Maintenance & Finance Procedures

• Apply equipment start-up and maintenance task standards
• Implement quality assurance checks
• Use receivables/payables procedures to protect cash flow
• Included Resources: Equipment start-up and maintenance tasking procedures; accounts receivable/payable procedures

5.5 Inventory, Tool Control & Customer Care Standards

• Implement inventory and tool control procedures to reduce shrink and waste
• Apply standardized customer care call handling procedures
• Included Resources: Inventory and tool control standards; customer care call handling standards

Module 10: Customer Care & Dispatch Excellence

• Apply inbound/outbound call handling standards
• Hire and train customer care/dispatch roles effectively
• Use professional phone etiquette and follow-up procedures
• Maintain organized office systems for reliability
• Included Resources: Customer care call scripts; “price is too high” response templates

Course Outcomes

Upon successful completion of this class, participants will gain the ability to:

• Execute Residential Service Work Safely and Consistently
  Perform service inspections, repairs, installations, and emergency response activities in accordance with company safety policies, technical standards, and work delivery procedures.
• Apply Standardized Field Tasking Procedures
  Follow step-by-step repair, maintenance, and installation workflows that reduce errors, callbacks, and rework while improving job consistency.
• Conduct Professional Onsite Assessments
  Use structured check-in and check-out assessment forms to interview customers, document system conditions, identify maintenance and repair needs, and capture follow-up opportunities.
• Understand Equipment Maintenance Requirements
  Apply periodic maintenance standards and system knowledge to accurately assess workload, risk, and service needs and support proper scope development.
• Support Proactive, Trust-Based Selling
  Participate in consultative repair and service agreement conversations by presenting options clearly, addressing objections professionally, and supporting service agreement adoption.
• Develop Replacement Estimates and Proposals
  Assist in residential replacement estimating, pricing, and proposal development using standardized tools and procedures.
• Maintain Quality, Accuracy, and Accountability
  Apply quality assurance standards, complete required documentation accurately, and follow financial and administrative procedures that protect the company and customer.
• Manage Inventory, Tools, and Customer Information
  Use inventory control, tool management, and customer care standards to support efficient field operations and reliable service delivery.
• Communicate Professionally with Customers and Teams
  Apply customer care and call handling standards to ensure clear communication, proper expectations, and positive customer experiences.