Course Overview

This position is responsible for performing and supporting all installation activities while managing customer relationships throughout the installation process. The role ensures heating, air conditioning, and replacement systems are installed in accordance with company installation standards, safety requirements, and customer satisfaction guidelines. This position is also accountable for delivering quality workmanship, ensuring customer satisfaction, and accurately completing all required project documentation and administrative paperwork.

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 1: Pricing & Estimating Systems

1.1 Light Commercial Pricing Methods

• Set up light-commercial flat-rate repair pricing
• Price portal-to-portal time-and-material repairs consistently
• Included Resources: Flat-rate repair price guide; hourly cost and truck/travel pricing calculator (Excel)
• Choose the right pricing method based on project risk and cost mix
• Apply the single divisor method and understand where it can misprice jobs
• Apply a dual-rate overhead method for more accurate overhead recovery
• Compare methods using real replacement and retrofit examples
• Included Resources: Project opportunity assessment form; project pricing calculators (single divisor and dual-rate overhead) (Excel)

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

2.4 Service Agreement & Project Sales Opportunity Assessments

• Use standardized forms to define scope, risk, and expectations
• Apply “first call” presentations to reduce common objections
• Use proposal templates to improve consistency and reduce legal/financial exposure
• Included Resources: Service agreement first-call presentation; service agreement proposal templates (short/long); project first-call presentation; project proposal template; cover letter & statement of qualifications package

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 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)

5.3 Project Work Delivery Standards

• Execute project workflow from lead to completion with consistent controls
• Reduce risk through standardized close-out and documentation
• Included Resources: Project/design-build 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

5.6 Labor Productivity Optimization

• Understand field productivity metrics and what drives them
• Apply procedures that improve efficiency and accountability
• Build buy-in using an 8-step adoption approach

5.7 Installation / Construction Scheduling Standards

• Verify job readiness and assign install dates consistently
• Use confirmation and close-out checklists
• Build and manage a weekly install capacity board
• Included Resources: Daily job checklist; weekly install capacity board

Module 6: Terms, Conditions & Risk Protection

• Understand invoices and proposals as binding business contracts
• Apply payment and liability protections for demand service, agreements, and projects
• Reduce disputes by clarifying scope, exclusions, and responsibilities
• Included Resources: Terms and conditions template set

Module 8: KPI Management for Profitability

• Use financial and labor KPIs to manage performance
• Apply rules-based management to improve consistency
• Use break-even planning to prevent cash shortages

Module 11: Monthly Spend Planning & Budgeting

• Build monthly income and spending plans
• Forecast labor needs by work category
• Model scenarios and adjust plans proactively
• Included Resources: Annual and monthly budgeting calculator (Excel)

Module 12: Hiring, Training Needs, Coaching & Counseling

• Improve recruiting and retention decisions with structured screening
• Assess training needs and build development plans
• Apply coaching and counseling procedures to correct performance issues
• Included Resources: Employment application; employee counseling form

Module 14: Leadership & Professional Development

• Understand leadership styles and when to use them
• Improve core leadership skills that drive team performance
• Build a personal leadership development plan

Course Outcomes

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

• Lead Installation Crews Effectively
  Direct and support installation teams to deliver heating, air conditioning, and replacement projects safely, efficiently, and in compliance with company standards.
• Ensure Quality Workmanship and Safety Compliance
  Enforce installation procedures, safety requirements, and quality controls to minimize rework, callbacks, and risk.
• Manage Customer Relationships During Installation
  Communicate clearly with customers, set expectations, address concerns professionally, and ensure a positive installation experience from start to finish.
• Apply Standardized Work Delivery and Documentation Procedures
  Follow step-by-step installation workflows, complete required project documentation accurately, and ensure proper administrative close-out.
• Support Accurate Estimating and Scope Control
  Understand pricing, estimating, and scope definition to prevent job creep, manage change orders, and protect project profitability.
• Coordinate Installation Scheduling and Job Readiness
  Verify job readiness, manage install schedules, and use confirmation and close-out checklists to ensure smooth execution.
• Optimize Labor Productivity and Resource Use
  Apply productivity metrics and labor planning practices to improve crew efficiency and control labor costs.
• Protect the Business Through Proper Procedures and Contracts
  Apply terms, conditions, and risk management practices to reduce disputes and ensure compliance with contractual requirements.
• Coach and Develop Field Team Members
  Support training, coaching, and performance improvement for installers and technicians to build a skilled, accountable team.
• Use KPIs to Monitor and Improve Performance
  Track job performance, labor efficiency, and financial outcomes to identify issues early and drive continuous improvement.