EGIA Contractor University

Educational Workshop

Streamline Your Service Department and Maximize Efficiency

January 31-February 1, 2019 - Nashville, TN

This EGIA core class is designed to help guide a company through developing a service department business plan and provides all the tools, processes and forms to execute the plan and achieve the service department goals. A detailed evaluation will be made of an effective service operation with guidance from the instructor in a “workshop” environment to help the company choose priorities and set goals to improve profitability. Together we will explore the intricacies of managing a profitable Service department, departmental goal setting, technician goal setting and most importantly technician training, hiring, recruiting, and development.

The class will also cover service pricing systems and labor rates, Service Agreement objectives and sales, the development of new customers through the service model, technician tracking and accountability systems, customer service processes and call taking – dispatching procedures. While more in-depth instruction will be presenting in EGIA’s educational classes specific to Pricing, CSR coaching and Service Agreement Sales, this class will nevertheless provide a meaningful overview of each. The class will allow each member to benchmark their service department and company needs and prioritize the goals for each with a focus on core improvements within the plan. Service managers and owners will benefit from this class.

More Information

Course Materials

  • Course Manual/Workbook
  • Documents on Service and Service Management
  • Powerpoint Slides – Service Management Processes
  • Electronic Files – Perfect Service Call, Flat Rate Pricing Tool for Street Rate, Service Agreement Pricing Template, Technician Customer Service Manual

Who Should Attend?

  • Owners of Trade Businesses
  • Service Managers and Technicians Aspiring to become Service Managers

What to Bring

  • Organizational Chart of Service Department
  • All Service Forms – Invoices, Maintenance Forms
  • Inventory Lists
    • Service Truck Stock
    • Warehouse Service Stock
    • Maintenance Stock
  • Service Department P&L (or Company P&L If Not Departmentalized)

Follow-up Homework

  • Review the Service Management Videos on the Website
  • Review the Service Management Best Practices and Materials on the Site
  • Develop Organizational Chart for Service Department and Procedure Manual
  • Utilize Proper Forms to Support Service Department
  • Implement Inventory Replenishment System
  • Establish Service Department P&L
  • Understanding of Service Department KPIs
  • Service Pricing – Adjust to Correct Rates for Company

Presenter Bio

James R. Leichter

President & CEO, Aptora Corporation, Mr. HVAC LLC, RA Tax and Accounting Inc.

James is a successful entrepreneur and master mechanic whose accomplishments include being the founder of, the CEO and founder of Aptora, the President of RA Tax and Accounting and a partner with ProAmerican Investments.

James' company is a website dedicated to improving the lives of contractors. It includes industry articles, specialized HVAC calculators, forms, templates and one of the most extensive operations manuals in the country. As the founder of Aptora corporation, he has created some of the most popular software programs in the service industry including Flat Rate Plus and Total Office Manager.

James is well known for his burning passion to help contractors and it shows in his unique speaking style. He has hosted management workshops all around the United States and has conducted onsite consulting since 1996 with hundreds of contractors.