Course Overview

This position is responsible for delivering and supporting field labor tasking procedures to execute planned service inspections, repair services, and equipment installations, and for providing emergency service response coverage per Company and customer safety policies and procedures, and established work tasking procedures.  In addition, this position is responsible for supporting assigned technicians in delivering field labor tasking procedures.

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 2: Lead Generation & Opportunity Identification

2.2 Onsite Opportunity Assessment

• Use structured assessment forms by call type
• Conduct logical customer interviews
• Identify additional comfort, safety, and efficiency opportunities
• Capture and follow up on post-call opportunities

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

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

5.6 Inventory, & Customer Care Procedures

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

5.6 Labor Productivity Optimization

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

Module 6: Legal Protection & Risk Management

• Understand invoices and proposals as legal contracts
• Apply payment and liability protections
• Protect the business across repair, service agreements, and replacements

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

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 12: Recruiting, Coaching, & Counseling

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 14: Leadership & Professional Development

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

Outcome

Graduates of this course are prepared to lead residential field service execution by supporting and guiding technicians, enforcing standardized work procedures, maintaining safety and quality standards, and contributing to efficient, profitable service delivery through effective communication, coaching, and leadership.