Course Overview

This position is responsible for maintaining the service technicians’ daily schedules, dispatching the technicians, and providing clear, concise communication with department managers, employees, and company customers, including keeping customers apprised of the company schedule and requested arrival lead times. As service calls are completed, scheduling return trips with customers once parts are in, and keeping the customer database up to date with current information. This position is also responsible for accurately charging job costs to appropriate jobs and ensuring efficient and accurate customer invoicing.

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 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

4.2 Service Agreement Proposal Formats (Short & Long Form)

• Use standardized agreement templates to reduce variation and risk
• Improve clarity of scope, exclusions, and responsibilities
• Included Resources: Service agreement proposal templates (short/long)

4.3 Project / Design-Build Selling Essentials

• Use professional cover letters and proposal structures
• Present qualifications in a way that increases trust and win rate
• Included Resources: Project first-call presentation; project proposal template; cover letter & statement of qualifications package

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 shrinkage 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 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 9: Organizational Structure for Growth

• Organize operations into logical departments for scale
• Define responsibilities, handoffs, and accountability
• Align structure with your service mix and labor needs
• Included Resources: Commercial service contractor org chart templates

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

Module 13: Field Management Software Selection

• Understand the benefits of field service management software
• Use a checklist to select the right system and implement it effectively

Course Outcomes

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

Graduates of this course are prepared to manage service dispatch and customer care operations by coordinating technician schedules, maintaining accurate job and customer information, communicating clearly with customers and internal teams, and supporting efficient service delivery, accurate job costing, and timely invoicing through standardized operating procedures.