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EGIA Contractor University

Service Operations Excellence Workshop – by Gary Elekes

March 13-14, 2018 – Nashville, TN

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

Topics Covered:

  • Creating a Service Department Evaluation and Gap Analysis
  • Priorities and Goals for the Service Department for the Year
  • Creating Service Plan Based on the Goals for the year
  • 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 – Flat Rate, Labor Rate Price, Key Repairs, Maintenance Prices
  • Detailed Maintenance Strategy Review – Outline the Maintenance Strategy
  • The “Perfect Service Call” Procedure
  • Recruiting, Hiring, Training, Developing Technicians
Event Details
More Information
Presenter Bio

March 13-14, 2018
8:00 a.m. - 5:00 p.m.

Embassy Suites by Hilton Nashville-South Cool Springs
820 Crescent Centre Drive
Franklin, TN 37067
Driving Directions

Premium Members: Free for the first two registrations (Additional registrations:
$199/person for 1-day workshops or
$299/person for 2-day workshops)

Non-Premium Members: $999 per registration

Cancellation Policy
The deadline to cancel your training registration without penalty is 15 business days prior to the training start date. Registration cancellations received after the deadline will result in a cancellation fee equal to the ticket price of this workshop.

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

What to Bring:

  • A laptop running Microsoft Excel. These are working sessions and it is critical that everyone have their own laptop to work on (no mobile devices, tablets or iPads please).
  • 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

Who Should Attend?

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

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

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 during his 20+ years 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.

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