EGIA Contractor University

Educational Workshop

Service Management and Operations

February 25-26, 2020 - Irving, TX

Course Objective:


To get the service department to become a measurable profit center, capture more service calls, and maintain proper service levels.

Topics covered:


  • Creating Service Goals
  • Service Department Plan to Execute Changes – GAP Analysis
  • Defining Maintenance Strategy – Integrate into Service
  • Service Organizational Chart
  • Proper Forms to Support Department
  • Parts Stock Replenishment
  • Procedure and Policy Manual
  • Dispatching Procedures
  • Service Pricing Strategies
  • The “Perfect Service Call” Procedure”
  • Recruiting, Hiring, Training, Developing Technicians

What to bring (Dealer):


  • Org, Chart of Service Department
  • All Service 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:


  • Develop Org. 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 – Adjusted to Correct Rates for Company

A Laptop with Microsoft Office (EXCEL, WORD) is suggested as a learning tool, but not required. The class contains materials on CD, electronic files, and supporting forms that will help implementation.

Presenter Bio

Gary Elekes

President, EPC Training

Gary Elekes is serial entrepreneur with a passion for helping others become more successful by sharing what he has learned over the past 3 decades working closely with all facets of the contracting industry. During his career, Gary has held senior management positions at Lennox and Service Experts. In 2000, Gary moved into entrepreneurship and started his training and consulting business EPC. Today, EPC continues to support growth oriented businesses aspiring to reach 20% EBIT. He also designed the very first web based learning platform for the residential contracting industry, which acts as a support system for training and learning in HVAC and plumbing trades, and has over 5,000 subscribers.

In 2003, Gary began acquiring contracting firms with a focus on developing turn-around opportunities. He also opened and operated several start-up businesses. In 2010, he added web design/SEO and online marketing to his company portfolio starting Imarket Solutions as a co-founder. Gary graduated from Ohio State University with a BSBA and also holds a Master's Degree in Business and Finance.