- Join HVAC Plumbing & Electrical Service Success

Deliver Quality Work. Build Customer Trust.

Apply structured work delivery, field assessment, maintenance, and customer care practices across HVAC, plumbing, and electrical service.

Field Work Standards

Follow repeatable repair, maintenance, and installation workflows.

Onsite Assessments

Document system conditions and identify follow-up needs.

Maintenance Requirements

Understand scope, workload, and equipment service needs.

Safety & Quality

Use safety procedures, start-up checks, and quality standards.

Consultative Communication

Present options and service agreements professionally.

Customer Care & Tools

Maintain organized tools, inventory, and clear communication.

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.

Complete Training Curriculum

Expand each module to view its learning objectives, subsections, and included resources.

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.

Commercial HVAC, Plumbing & Electrical Technician