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BTA Service Success Training
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A cost-effective training program for service management

Start dates:
  • April 2, 2019 - 8 a.m. Central/9 a.m. Eastern
  • April 2, 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 April 2 Central/Eastern training

Click here to register for the April 2 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 in the spring of 2019.

  • 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

"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 April 2 Central/Eastern training

Click here to register for the April 2 Pacific/Mountain training

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