Service Management and Operations

Service Management and Operations

Tuesday, March 30 - Wednesday, March 31

10:00AM - 2:00PM PACIFIC (1:00PM – 5:00PM EASTERN)


Virtual Event


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 (Dealers):

  • 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.




Event Details

Start date: March 30, 2021

End date: March 31, 2021

Start time: 10:00 a.m. PDT

End time: 02:00 p.m. PDT

Venue: - Meeting ID: 999 9447 0123

Directions: Service Management and Operations

Premium Members: FREE Registration Plus Members: $99/Person
EGIA Members must log-in to take advantage of the above discounted workshop pricing


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.


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