HVACPro Residential Service Manager Job Training

Job Description

This position is responsible for the management activities of the Company’s service operations including establishing service department development plans, policies, and procedures to ensure Company fulfills its contractual obligations for maintenance agreements, service repair and equipment replacement in accordance with corporate profit objectives and directives by performing the following duties personally or through subordinate managers.

HVACPro Online Classes

#0 How to Master a Thriving Residential HVAC Service Business

1. • Review how to use this program to implement a strategic Business Plan.
   • Review how you only need employees to process your book of business.
   • Review how the company operates and what work delivery processes are for employees to follow.
   • Review how you only need managers in your business to manage your people to process.
   • Review the importance of staffing up to 100% utilization of available labor to prevent higher operating costs than your competitors.
   • Provided in residential and commercial subscription or purchase these documents:
     
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#1P1 Understanding Why Flat Rate Pricing is Needed

1. 1. Review why you need to sell based on value – not price.
   2. Review the real value you bring to a job.
   3. Review why upfront flat rate pricing is needed to recover non-chargeable labor time and vehicle operating cost expenses.
   4. Review what a consumer-friendly flat rate repair pricing format is.
   5. Provided in residential and commercial subscription or purchase these documents:

       

Product ID         1001

Fix-Right Flat-Rate Price Guide You can order the Fix-Right HVAC or Plumbing or as an Electrical repair guide. Select one repair guide for only $39.95 per month, select two repair guides for only $69.95 per month, or select all three guides for only $79.95 per month, a 12-month subscription. Includes upload data for QuickBooks™ or for your field management software. Subscription consists of the following online training and resources: Technician Fix-Right Flat Rate USER Instructions. Professional service call handling process. Technician Service Call Handling Soft Skills for Proper Customer Communications.

Product ID       1002

Three Upfront Flat-Rate Price Guide Set – Repair, Replacement & Ductless Mini-Split You can order the Fix-Right HVAC or Plumbing or as an Electrical repair guide. Select one repair guide for only $39.95 per month, select two repair guides for only $69.95 per month, or select all three guides for only $79.95 per month, a 12-month subscription. Includes upload data for QuickBooks™ or for your field management software. Subscription consists of the following online training and resources: Technician Fix-Right Flat Rate USER Instructions. Professional service call handling process. Technician Service Call Handling Soft Skills for Proper Customer Communications.

 #1P2 Establishing Flat Rate Repair & Crew Truck & Labor Hourly Cost & Sell Rates:

2. 1. Review how to determine your available billable onsite hours.
   2. Review how to determine your hourly service vehicle and installation truck owning & operating cost rate.
   3. Review how to determine your hourly technician and 2-man crew costs rate.
   4. Review how to determine your repair warranty support cost rate.
   5. Review how to determine your replacement warranty reserve cost rate.
   6. Provided in residential and commercial subscription or purchase these documents:

       

Product ID   1003

Technician/Installer Onsite Hourly and Truck and Travel hourly Pricing Calculator Program in Microsoft Excel This document is used by service and replacement management to calculate the upfront per-trip truck and travel rate for your upfront repair and replacement price guides. This document is provided in Microsoft Excel format with results printed on your local printer.

 #1P3 Establishing Monthly & Annual Service Agreement Rates:

3. 1. Review service agreement scope of work and deliverables.
   2. Review the two primary reasons for selling service agreements.
   3. Review how to determine your monthly and annual service agreement cost rate for the one inspection per year first unit and adder per additional unit at the same location.
   4. Review how to determine your monthly and annual service agreement cost rate for the two inspections per year, the first and additional unit(s) at the same location.
   5. Provided in residential and commercial subscription or purchase these documents: Provided in residential and commercial subscription or purchase these documents:
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#3 How to Win More Business by Differentiating Your Services:

1. Review product or service brand name and positioning.
2. Review examples of repair services positioning.
3. Review the importance of creating your own product or service brands.
4. Review an example service agreement brand positioning statement to be used in promotional materials.
5. Provided in residential and commercial subscription or purchase these documents:
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#4P1 Repair Trust Selling Call Handling Approach:

1. Review the 4 steps of the consultative trust selling approach.
2. Review why you need to standardize the service call handling process.
3. Review why business growth & sustainability depends on selling service agreements.
4. Review proactive repair trust-selling standards.
5. Provided in residential and commercial subscription or purchase these documents:

    

    

Product ID 1007

Proactive Repair Call Handling Tasking Procedures Service managers and repair technicians use this standard procedure document to perform the step-by-step functions of a professional service call handling procedure and forms from a lead to sold repair customer checkout. This document is provided in original Microsoft Word format to be printed on your local printer.

 #4P2 Service Agreement Trust Selling Approach:

2. Understanding the Service Agreement Business.
3. Review of the many customer benefits of a service agreement.
4. Review the many company operating and business value benefits of service agreements.
5. Review customer service agreement expectations.
6. Review proactive service agreement trust-selling standards.
   
   1. Provided in residential and commercial subscription or purchase these documents:

       

Product ID 1008

Proactive Service Agreement Sales Call Handling Tasking Procedures Service managers, selling technicians and technicians use this standard procedure document to perform the step-by-step procedures of a professional service agreement call handling from a lead to sold agreement. This document is provided in original Microsoft Word, Excel, and Acrobat PDF format to be printed on your local printer.

 #5P1 Why We Need Written Operating & Work Delivery Standard Procedures:

1. Review how to get input and buy-in from all work delivery stakeholders.
2. Review the business functions that must occur to be in business.
3. Review why we need written work delivery standards.
4. Review from a lead to job close out best practice service repair work delivery standards.
5. Provided in residential and commercial subscription or purchase these documents:

    

    

Product ID 1015

Service Repair Work Delivery Standard Procedures Includes step-by-step work delivery tasking standards from a lead to repair job closeout. This document is provided in the original Microsoft Word format to be printed on your local printer. Service managers and operations managers use them.

Product ID     1018

Equipment Start-up &  Maintenance Tasking Procedures HVAC service companies use this equipment start-up, text, and verification tasking procedures to adhere to the new ASHRAE standard 180P standards. These tasking procedures help you establish the minimum HVAC inspection and maintenance requirements that preserve a system’s ability to achieve optimum operations. AccuTask includes 136 start-up and maintenance tasking forms for 99.9% of HVAC equipment and systems. These documents are used by service managers, installation managers, technicians, installers, and operations managers. These documents are provided in original Microsoft Word format to be printed on your local printer.

#5P2 Service Repair Work Written Delivery Standard Procedures:

1. 1. Review from a lead to job close out, best practice written service agreement works delivery standards.
   2. Provided in residential and commercial subscription or purchase these documents:

       

Product ID 1016

Service Agreement Work Delivery Standard Procedures Includes step-by-step work delivery tasking standards from a lead to service agreement job closeout. Service managers and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.

 #5P3 Service Agreement Written Work Delivery Standard Procedures:

3. Review from a lead to job close out, best practice written system replacement work delivery standards.
4. Review how to create a project/design‐build statement of qualifications.
5. Review an example cover letter and statement of qualifications.
   
   1. Provided in residential and commercial subscription or purchase these documents:

       

Product ID 1017

System Replacement Work Delivery Standard Procedures Includes step-by-step work delivery tasking standards from a lead to Project/Design-Build agreement job closeout. Service managers and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.

 #5P4 Replacement Written Work Delivery Standard Procedures:

4. 1. Review how to establish a written quality assurance standard Procedures.
   2. Review the need to establish proper transaction credit and payment terms.
   3. Review how to establish accounts receivable aging.
   4. Review how to establish accounts receivable aging schedule.
   5. Review best practice accounts receivable rules.
   6. Provided in residential and commercial subscription or purchase these documents:

       

Product ID 1019

Accounts Receivable and Payable Standard Procedures Includes step-by-step accounting receivable and payable standards. General managers and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.

 #5P5 Quality Assurance & Accounts Receivables/Payables Written Standard Procedures:

5. 1. Review how to establish written quality assurance standard Procedures.
   2. Review the need to establish proper transaction credit and payment terms.
   3. Review how to establish accounts receivable aging.
   4. Review how to establish an accounts receivable aging schedule.
   5. Review best practice accounts receivable rules.
   6. Provided in residential and commercial subscription or purchase these documents:

       

Product ID 1020	Inventory and Tool Control Standard Procedures Includes step-by-step company job and truck inventory control standards. General managers, service managers, and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.
Product ID     1021	Effective Customer Care Call Handling Standard Procedures Arming the dispatcher with a professional standardized way to great and respond to customer inquiries to include: Greeting the Customer Identify How Customer Will Pay for Today’s Work Informing the Customer of Response Time: Identifying the Lead Source Reminding the Customer of What Happens Next Calling to Reschedule the Appointment

 #5P6 Inventory and Tool Control Written Standard Procedures:

6. 1. Review how controlling costs is the key to being a profitable HVAC company.
   2. Review the benefits of written inventory & tool control standard procedures.
   3. Review inventory types.
   4. Review step-by-step inventory & tool control standard operating procedures.
   5. Provided in residential and commercial subscription or purchase these documents:
      
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#5P7 Field Service Labor Productivity Optimization and Reporting Standard Procedures:

6. 1. Review the importance of field labor optimization.
   2. Review a set of field labor optimization standard procedures.
   3. Review the 8-step process to generate maximum buy-in from your people
   4. Provided in residential and commercial subscription or purchase these documents:
      
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#6 Protect the Business with Proper Terms & Conditions:

1. 1. Review how your invoice or proposal agreement is a business contract.
   2. Review service repair payment & liability protection terms & conditions.
   3. Review service agreement payment & liability protection terms & conditions.
   4. Review system replacement payment & liability protection terms & conditions.
   5. Provided in residential and commercial subscription or purchase these documents:

       

       

Product ID     1022

Repair, Service Agreement, and Project/Design-Build Terms and Conditions Set ·         A strong set of terms and conditions is critical. It circumvents any confusion about what you are selling and the transaction terms by which you make the offer. Your payment and liability terms and conditions agreement are both a social and a legal contract. Your terms and conditions establish how you do business in a socially acceptable manner. Still, it is also a legally binding contract between you and your clients.

#7P1 Retain the Best People with Employee Retention Strategies

1. 1. Review how to implement work delivery standards.
   2. Review how to implement performance-based job descriptions.
   3. Review how to implement labor billable efficiency & productivity monitoring process.
   4. Review how to implement a company culture of success.
   5. Review how performance incentives help achieve business objectives by adhering to a high standard code of conduct.
   6. Review a best practice performance incentive plan for office staff, technicians, selling technicians, and Installers.
   7. Review a best practice performance incentive plan for comfort advisors.
   8. Provided in residential and commercial subscription or purchase these documents:
      

       

Product ID   1023

Complete Set Performance-Based Job Descriptions These documents are used by general managers, Sales Managers, service managers, installation managers, and operations managers. These documents are provided in Microsoft Word format to be printed on your local printer. Set includes: · Dispatcher Job Description · Comfort Advisor Job Description · Service & Maintenance Technician Job Description · HVAC Installer Job Description · General Manager Job Description · Operations Manager job description · Sales Manager Job Description · Service Manager Job Description               · Installation Manager Job Description · Human Resource Manager Job Description           · Comptroller Job Description · Project Manager Job Description · Assistant Service Manager Job Description · HVAC Technician Instructor-Trainer Job Description · Lead Service & Maintenance Technician Job Description · Receptionist/Customer Care Specialist Job Description · Office Manager Job Description · Accounts Payable Job Description             · Accounts Receivable Job Description · Truck Driver/Warehouse Supervisor Job Description

Product ID 1024

Performance Incentive plan – Office, Technicians & Installer Service managers and operations managers use this document. This document is provided in original Microsoft Word format to be printed on your local printer.

Product ID 1025

Performance Incentive plan – Comfort Advisor Service managers and operations managers use this document. This document is provided in original Microsoft Word format to be printed on your local printer for only $69.95.

Product ID 1029

Employment Application This job or employment application is an official form given to applicants asking a wide range of questions both about the individual and their skills related to the job. Forms are legally defensible and stand as a way for applicants to introduce themselves to employers. Employees can be justifiably terminated for providing false information on this document that may be found post-hire. his document is provided in original Microsoft Word format to be printed on your local printer.

#7P2 Implementing Performance-Based Job Descriptions & Monitoring:

1. 1. Review how performance-based job descriptions act as informal contracts

   2. Review an example service manager job description.

   3. Review how job descriptions provide an objective means to evaluate and adjust employee’s work behaviors.

   4. Review HVACPro provided job descriptions by job title.

   5. Provided in residential and commercial subscription or purchase these documents:

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#7P3 Hiring & Retention of Customer Care & Dispatch People:

2. 1. Review how to hire for the customer care and dispatch function.
   2. Review best practice on training in the customer care and dispatch function.
   3. Provided in residential and commercial subscription or purchase these documents:

       

Product ID     1026

Customer Care Call Handling Inbound and Outbound Script This script includes a professional standardized way to greet and respond to customer inquiries. The script includes greeting the customer, identifying if they are interested in a service agreement, annual service agreement renewal reminder, identifying how the customer they pay for today’s work, informing the customer of response time, identifying the lead source, calling the customer to confirm arrival time, managing the price of today’s service, calling to reschedule an appointment, handling upset callers. This document is provided in original Microsoft Word format to be printed on your local printer.

Product ID 1027

Customer Care Response for “Price is Too High” Objection Used by customer care, receptionist, and dispatchers. This document is designed to inform employees and your customers why we price our services, justifying the price for the customer post service. Includes a professional standardized way to respond to a price objection via letter or email. This document is provided in original Microsoft Word format to be printed on your local printer.

#7P4 Drive Profitability Using Key Performance Indicators:

1. Review how performance incentives increase productivity.
2. Review how HVACPro helps you implement a company culture of success..
3. Review the commercial service sales consultant performance incentive plan.
4. Review the residential comfort advisor and selling technician performance incentive plan.
5. Review the technician and installer performance incentive plan to meet or beat job’s billed hours and for selling more add-on work.
6. Review performance incentive objectives and codified code of conduct.
7. Provided in residential and commercial subscription or purchase these documents:
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#8 Drive Profitability Using Key Performance Indicators:

1. 1. Review how to business income and expenses.
   2. Review how to use KPIs to keep your business on the right.
   3. Review how to establish individual opportunity conversion & productivity KPIs.
   4. Review how to establish financial KPIs with their associated rules-based management.
   5. Review how to calculate your break-even revenue to cover overhead and NPBT.
   6. Review the power of using KPI’ to increase profitability.
   7. Provided in residential and commercial subscription or purchase these documents:
      
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#9 Efficiently Organize the Business for Profitable Growth:

1. 1. Review why we need to organize operations for profitable growth.
   2. Review an efficient residential HVAC business organizational structure.
   3. Review the office admin department functions & organizational structure.
   4. Review the sales department functions & organizational structure.
   5. Review the service department functions & organizational structure.
   6. Review the installation department functions & organizational structure.
   7. Review the construction department functions & organizational structure.
   8. Review the procedure for forecasting your labor staffing requirement by work category.
   9. Provided in residential and commercial subscription or purchase these documents:

       

Product ID   1028

Residential HVAC Service Contractor Organizational Charts Whether you are a one-person or a 200-person HVAC company, both perform the same business operating and work delivery functions. Each business function requires labor tasking to complete. What labor is needed depends on how much labor tasking is necessary to process the company’s book of business. No two companies have the same amount of labor tasking by business or work delivery function due to their mix of business types (e.g., construction, service, replacements, property management, building warranty companies, and others. However, all residential HVAC companies should be organized in such a way as to compete competitively.

 

#10 How to Implement Proper Customer Care Call Handling Procedures:

1. 1. Review the importance of good customer care.
   2. Review the customer care inbound and outbound call handling script.
   3. Review the crucial hiring criteria for the customer care & dispatcher function.
   4. Review organizing the office central filing system.
   5. Review the hiring guidelines for the customer care and dispatch functions.
   6. Review the customer service 101 of proper phone etiquette.
   7. Review how to implement onboarding and training for the customer care and dispatch function.
   8. Provided in residential and commercial subscription or purchase these documents:
      
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#11  Forecast Your Monthly Spend Plan:

1. 1. Review why you need a monthly labor and expense spend plan.
   2. Review the procedure on how to forecast your labor staffing requirement by work category.
   3. Review example contractor using our programs BudgetPro to develop your labor and expense spend plans by work category.
   4. Provided in residential and commercial subscription or purchase these documents:

       

Product ID     1031

BudgetPro Annual & Monthly Budgeting Calculator One of the critical factors in delivery service is the availability of skilled labor. Retaining and obtaining the right number of employees with the right skill sets is crucial to the service organization. Determining the right mix of employees requires forecasting future revenues by work category. BudgetPro is an annual and monthly labor and material forecasting program designed to automate all work categories’ forecasting and budgeting process. The BudgetPro program is designed to help you quickly respond to potential new business scenarios. This program is provided in Microsoft Excel format.

 #12P1 Recruit and Retain Top Performers:

1. 1. Review proven strategies to help you recruit the best people.
   2. Review proven strategies to help you retain the best people.
   3. Review why most contractors are making bad hiring decisions.
   4. Review the many costs of making a bad hire.
   5. Review 9‐tips for hiring the right candidate.
   6. Review a hiring checklist.
   7. Review a screening of an applicant’s resume checklist.
   8. Provided in residential and commercial subscription or purchase these documents:
      
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#12P2 Coach & Counsel Staff to Stay on Track:

1. 1. 1. Review the Importance of Conducting Background Checks.
      2. Review How to Make the Job Offer That Reduces Misunderstanding.
      3. Review how to Assess the New Hire Training Needs.
      4. Review the Coaching Process to Develop the Team and Individuals.
      5. Review the Importance of the Counseling Process to Change Troublesome Work Behaviors.
      6. Review the 7-Steps for Proper Counseling.
      7. Provided in residential and commercial subscription or purchase these documents:

          

Product ID 1030	Employee Counseling Form This document is used by service managers, installation managers, operations, and office managers. This document is provided in original Microsoft Word format to be printed on your local printer.
Product ID   1029	Employment Application This job or employment application is an official form given to applicants asking a wide range of questions both about the individual and their skills related to the job. Forms are legally defensible and stand as a way for applicants to introduce themselves to employers. Employees can be justifiably terminated for providing false information on this document that may be found post-hire. his document is provided in original Microsoft Word format to be printed on your local printer.
Product ID 1030	Employee Counseling Form This document is used by service managers, installation managers, operations, and office managers. This document is provided in original Microsoft Word format to be printed on your local printer.

 #13 How to Stop Operating Chaos with Field Management Software:

1. 1. Review the direct relationship between field force and customer satisfaction.
   2. Review the many operating benefits of field service management software.
   3. Review a checklist for selecting field service management software.
   4. Provided in residential and commercial subscription or purchase these documents:
      
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#14 How to Develop Your Leadership and People Skills:

1. 1. Different Leadership Styles and When to Use Them.
   2. The Top Leadership Skills to Improve.
   3. Implement Your Leadership Skill Self‐Development Plan.
   4. Provided in residential and commercial subscription or purchase these documents:
      
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