Print Page   |   Contact Us   |   Sign In   |   Register
BTA Service Success Training
Share |

A cost-effective training program for service management

Start dates:
  • Sept. 5, 2019 - 8 a.m. Central/9 a.m. Eastern
  • Sept. 5, 2019 - 8 a.m. Pacific/9 a.m. Mountain
Member Tuition: $995*
(Second attendee from the same dealership: $895. Third or additional attendees from the same dealership: $795. Discounts do not apply to additional attendee registrations.)

Non-member Tuition: $1,425 (Includes a one-year BTA dealer membership.)

*BTA members may apply their $150 educational discount received with their membership toward this workshop. Redeem your discount when registering by entering promo code: $150Discount.

Click here to register for the Sept. 5 Central/Eastern training.

Click here to register for the Sept. 5 Pacific/Mountain training.

Taught by veteran service manager Ken Edmonds, this is the first training program for supervisors and managers that addresses the fundamentals of supervision and management. The online format, with live lecture and discussion, will allow your supervisors and managers to continue working in their jobs while learning at the same time.

The program covers the following areas:
  • Introduction to Supervision and Management
  • Leading and Improving the Team
  • Working with Other Departments
  • Service Department Costs
  • Identifying Areas for Improvement
  • Time Management
  • Dealing with Customers
  • Understanding and Using Service Metrics
  • Service Role in the Dealership
This training program approaches the art and science of dealer service management at a near-college level. There is assigned reading and collaborative projects for students to develop the skills they are learning. Since the program is conducted online, students can begin to apply the things they learn immediately.

This program runs for 15 weeks, meeting twice a week. Each session will be between one and one-and-a-half hours, depending on the subject and level of participant discussion. Sessions are recorded so students who miss a session can watch the video and not miss the instruction. There will be graded quizzes and a final test. Edmonds will provide the results to participating dealerships for future reference.

Supervisors and managers who take this course will have a better understanding of their service departments, and the actions they can take to increase productivity and profitability while boosting their teams' morale and competence. This course is the prerequisite for the BTA Advanced Service Management training program, which will be available this spring.

Check out the video below to learn more about BTA Service Success Training from instructor Ken Edmonds:


  • Two sessions per week for 15 weeks
Course Instructor:

For nearly 16 years, Edmonds served at Sharp Electronics Corp. and then at Konica Minolta Business Solutions as a problem solver for both technical and service management issues. In early 2018, he retired from Konica Minolta as a district service manager. Before that, Edmonds had an extensive background in the imaging business, having owned a successful dealership and serving as a service manager for multiple dealerships. In total, he has more than 40 years of experience in the technical and computer fields. Edmonds is currently consulting with dealers on strategies to improve profitability. He also writes for ENX Magazine, Office Technology magazine and blogs for The Imaging Channel. In addition, he publishes a blog for his own website, Edmonds can be reached at

"When I was first told to take the class, I was not sure what to expect. After just a few classes I was 100% on board. The course content covered a lot of areas. I am sure in some dealerships some of these areas are just not within our control. Having more details helps fight and plan for the best outcome. It quickly become the refresher I needed to get my head back in the game. After 30 years in service, you tend to glaze over some details, but this brought new light to old things."
— Steve Robinson, MC Business Solutions, Chatham, Ontario, Canada

"This class was very informative and I feel like I took a lot from it. The course covers a wide swath of what is needed to run a service department. I found the metrics section very helpful in understanding how to read BEI numbers and figure out what may issues a tech may be having in the field. I would definitely recommend taking the course, particularly if you are a new manager."
— Rick Hayes, Eakes Office Solutions, Grand Island, Nebraska

"I have thoroughly enjoyed the course. There were things that I thought I knew about, however, being exposed to all the different perspectives, by being in a classroom environment, has taught me to look at things from different angles. For example, the metrics that I was getting every week now have more meaning to me. I have learned the difference between leadership and coaching. I have always done both but having them separated in my mind has already had an impact on my team. I look forward to using all the new skills that I have acquired through this course. I have already begun to use some with a positive outcome. Listening has always been one of my downfalls, but I have listened more and feel that I have become a better leader because of it. Ken is a great instructor. He is not only very knowledgeable about what he is teaching, but he also practices what he preaches. For example, one of the first things I can remember him saying is the best thing to do is listen. Ken always gave an opportunity for us to speak up before he gave us his input. I would recommend this course to anyone in a supervisory role within a service department, no matter their experience level."
— Russell Ledford, tte IMAGING / The Toner Exchange, Wilmington, North Carolina

"I have to admit, I was a skeptic. Would the Service Success Training be worth it? Let me say … it was worth every penny! Our director of service signed up for Ken's course and the amount of usable information he took away from the training was nothing short of amazing! Great value! This course is a must for service management!"
— Debra Dennis CopyPro Inc., Greenville, North Carolina

"I think this course was very well taught and provided a lot of great information. For me specifically, coming from a print background, it was extremely useful in learning some of the crucial aspects of service management."
— Bobby Hawes, CDS Office Technologies, Springfield, Illinois

"I thought the class was very informative. As I've gone through this, it has really helped me grow as an individual in this industry. I personally found it very helpful and would recommend this to any new service manager or even a lead tech."
— Bill McMurray, Kraft Business Systems, Grand Rapids, Michigan

"Overall I liked the course. Being a new service manager, there were a lot of things that I wasn’t sure how to calculate, such as labor cost per hour. I really liked the ProFinance part of the class. I had heard of it, but had not seen where the numbers come from. I would have liked to dig into that a little more in-depth in class. The portions with the one-minute manager were helpful to me in terms of developing a management style. The BEI section was OK, but I wished there was a little more in-depth with that as well. I would say the class was good for me just starting out managing. It helped get a foundation that I can build on in the future."
— Scott Patterson, Kraft Business Systems, Grand Rapids, Michigan

"I wanted to let you know that I did get a lot out of this course. I have been in this business for more than 30 years and moving toward retirement. Your course has brought out things that we used to do, but have not done in a while. The two books of required reading were very interesting, especially the book from Carl Sewell, 'Customers for Life.' He has a lot of great points in the book that we are currently doing and things we are looking at as a company. His book also shows us how important great service is and how important our customers are to our business. We have that in our mission statement here at Copy Systems: 'Our mission and purpose is pleasing customers. Our customers pay our wages. We will treat them right and keep them with us.' I really enjoyed the week on the difference between coaching and mentoring. I sometimes forget the difference between the two and how important it is on using the two in different instances. I did enjoy the class on key elements. Sometimes we need to be reminded as leaders to step back to evaluate our leadership skills. We need to take time and effectively listen to our troops. Also, how to deal with challenges of day-to-day issues and to try to anticipate those issues. I thought it was very interesting on the cost of getting a new technician up to speed and how long it usually takes. Eye opener! Evaluating the team was a good class. The formal and informal evaluation. We do a formal evaluation each year, but I fail at times to do an informal one monthly. It was good to put this in front of me so I can start doing this again on a monthly basis. I like the class on effective team meetings. I do have weekly Monday-morning meetings with service, but at times I would just wing it. Now I use an agenda for each meeting and it's consistent for each meeting. Motivating your team was a good class too. Using the pyramid analysis was great. Motivational style, achievement and recognition, and what motivates people. Cost of labor (burden rate): We already use the ProFinance model, but putting together the cost involved on labor for the burden rate was a good refresher for me. The class on parts cost was another good refresher for me. Gave me other ideas to look into. Lastly, I really enjoyed the last three classes on the case studies. Everyone saw something different that I didn’t see. I see the numbers one way, but others saw things that I wasn’t looking for in the case studies. We already do a lot of things right here at our business such as customer surveys, technician benchmarks and the ProFinance model. My company does a good job of giving us all the numbers and keeps everything transparent, but this class still gave me a lot of tools to use and pass along to my team and my replacement."
— Dan Drees, Copy Systems Inc., Des Moines, Iowa

"I thought this course was great. It covered a wide variety of topics. Coming from a strictly technical background, this course has helped me better understand the roles of being a manager. The segment on coaching/mentoring employees and setting goals I think will be very helpful in getting the techs to be more efficient. I also liked the part of SMART expectations for the team or new hires. Service incentives are a great idea for team motivation; it's something we are planning on implementing next quarter."
— Jose Espinoza, Team Solutions Group, Sherman Oaks, California

"I want to thank Ken Edmonds for this course and the way it was organized. I know my company can benefit 70 to 80 percent from the content of this course. I have a much better understanding of the copier industry from the service and sales sides, and how they need to work as a team for the company. This course has given me the ability to use the tools and resources to improve my performance and be a better service supervisor, and to advance to service manager in the future. I highly recommend this course for everyone in management or in a leadership role."
— Matthew Nevitt, Appalachia Business Communications of Kingsport Inc., Johnson City, Tennessee

"I found the BTA Service Success Training class to be quite helpful. It provided me a specific definition of the service manager's role, as that was not provided when I accepted this position. It has helped me think like a service manager, grow in leading the service team, interface with clients and other departments, and emphasize the growth of my team. I believe this class can help both new service managers and those with years of experience, and it is worth far more than the cost of tuition."
— Jim Grose, Terrell's Office Solutions, Bozeman, Montana

"The class has a lot of useful information in it. I like how you go through the different reports and show us how to pull out dates to run our service departments better. "
— Jim Lansing, Copy Systems Inc., Des Moines, Iowa

"I want to say that I found the training to be a valuable tool in the formation of my mission as a manager. It was also informative to hear about the shared challenges between fellow managers in a platform away from the corporate hierarchy. It was also meaningful to me to recognize situations that had been discussed in class and how they played out in the daily operation of my responsibilities."
— Charles Ombima, Marco, Detroit, Michigan

Click here to register for the Sept. 5 Central/Eastern training.

Click here to register for the Sept. 5 Pacific/Mountain training.

BTA's Vendor Members

Powered by YourMembership  ::  Legal