Course Overview

This role supports field crews and service operations by managing the timely delivery of materials and equipment. You will oversee daily warehouse operations, monitor staff productivity, and maintain high standards of office etiquette when communicating with management, vendors, and customers. Because company priorities can shift rapidly, the ability to multitask and delegate effectively is essential.

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 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 and Tool Control Written Standard Procedures

• Control inventory and tools
• Standardize customer care and dispatch communications

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

12.1 Recruiting & Retention

• Avoid costly hiring mistakes
• Apply proven recruiting strategies
• Use structured hiring and screening tools

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

By completing the Pro Service Residential Truck Driver/Warehouse Supervisor program, participants will transition from being reactive staff members to proactive operational leaders. They will gain the skills necessary to optimize the supply chain of a residential service business while maintaining the professional standards required to support both field crews and customers.

Upon completion of this program, participants will be able to:

Master Operational Efficiency

• Standardize Workflows: Implement and follow written operating procedures for service, maintenance, and equipment replacement to ensure consistent results.
• Optimize Inventory Control: Manage warehouse operations and tool tracking to reduce waste, control costs, and ensure field crews have the materials they need for “first-time fix” success.
• Maximize Labor Utilization: Understand the business impact of labor productivity and how efficient material delivery prevents higher operating costs.

Enhance Customer & Office Excellence

• Professionalize Communication: Apply high-level office etiquette and proven call-handling scripts to manage interactions with vendors, management, and customers effectively.
• Streamline Administration: Maintain organized central filing systems and manage accounts receivable/payable schedules to ensure financial health.
• Lead Customer Care: Implement onboarding and training for dispatch and customer service functions to improve the overall customer experience.

Develop Leadership & Talent Management

• Build High-Performing Teams: Apply structured recruiting, screening, and hiring tools to avoid costly personnel mistakes and improve retention.
• Coach for Performance: Use professional coaching and counseling techniques to address behavioral issues and support the continuous development of the warehouse and delivery team.
• Execute Strategic Leadership: Identify personal leadership styles and create a development plan to manage rapidly shifting company priorities with confidence.