Service managers are under tremendous pressure to deliver sustainable margins greater than 52 percent. In order to achieve this goal, service management needs to understand a multitude of profit inputs, such as setting prices, how employees are deployed, parts usage and logistics, and employee performance and development. In order to be effective, today's service managers need to be able to  communicate with other company leaders, interpret reports, use data to develop and execute plans and develop their employees to ensure maximum productivity.

SMU is designed for service leadership, including the vice president, director, service manager or service supervisor.

Attendees will leave with an understanding of how to:

• Assess the service department's strengths and weaknesses
• Develop specific actionable plans to address areas of opportunity
• Execute action items to drive sustained profitability and quality customer service
• Instill ownership and accountability for desired results
• Successfully deliver profitable service in the MPS world

When service leaders leave this class, they will clearly understand how to identify and address any issue within the service department.

Course Topics

• Understanding what drives industry benchmarks to improve profitability
• Manage a service P&L — how to read, interpret and react
• Aftermarket pricing (balance profitability and competitiveness)
• Service organization structure (how to properly align resources)
• Establishing accountability and ownership
• Technician performance management and development
• Technician productivity (continuous improvement)
• Territory management
• First-call effectiveness and how to achieve benchmark
• Understanding the cost of response time
• Workload analysis and staffing requirements
• Managing the base (identifying and addressing high-cost machines)
• Parts inventory effectiveness
• Leveraging technology to improve results
• How to effectively service MPS agreements for maximum profit

And more...

"Excellent class, excellent material and excellent presentation. I could tell it was taught from 'real-world' experience, not just reading from a script. As a manufacturer, I enjoyed the insight [and in-depth information available from BEI]. Being able to look into the 'numbers' and interpret the meaning is invaluable to a dealer. Seeing what is available to dealers was very informative."

Jim Jaquess, Kyocera Mita America Inc., Fairfield, NJ