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Service Strategies and the Business Technology Association Announce Field Service Foundations Workshop

Field Service Foundations Workshop Designed for Service Management and Dealership Principals

Service Strategies in partnership with the Business Technology Association (BTA),  a not-for-profit trade association serving independent dealers, value-added resellers, systems integrators, manufacturers and distributors in the business equipment and systems industry, announced the launch of a new educational workshop that will provide technology service professionals the guidance and tools they need to manage a highly successful field service operation. The class will make its debut on Feb. 6-8 as the front-runner workshop to the Winter Break event, to be hosted by BTA Southeast on Feb. 8-9 at the Rosen Centre Hotel in Orlando, Fla.

“In developing an industry-leading educational workshop lineup, BTA has always worked hard to identify and engage the best sources for curriculum and instruction,” said BTA National President Terry Chapman. “It is not a task that is taken lightly. Rather, we are dedicated to finding training partners who have the utmost expertise, providing the most value to our members. In that regard, Service Strategies is an excellent new partner for BTA and will be well received within the office technology industry.” 

The BTA Field Service Foundations Workshop, designed for service management and dealership principals, is a two-full-day course that will provide a solid foundation of skills needed to successfully manage a field service operation. Field service managers must have a high quotient of skills and insights into the specific demands of their customers, team members and the service business environment. This workshop includes topics covering leadership, coaching and facilitating the activities of a field service team toward the accomplishment of the evolving technical services mission.

The workshop is broken up into 10 modules, each with its own learning objectives: Leading the Knowledge-Based Organization; Managerial Leadership and Behavior; Understanding the Service Product; Customer Satisfaction and Loyalty; Managing Strategically for Field Service Operations; Management Operations Analysis; Decision Making for Field Service; Staffing and Resource Planning; Performance Measurement and Metrics; and Performance Coaching and Retention.

Examples of learning objectives include:

  • Assess the impact of change on the service operation.
  • Identify the three managerial systems that make up the foundation of an effectively managed field service organization.
  • Examine and explain the nature of field service solutions as service products.
  • Explain how service offerings contribute to the overall strategies of the organization.
  • Identify the production resources of the field service organization.
  • Understand the impact of combining scheduled, semi-scheduled and demand activities in a field service operation.
  • Explain the value of inspiring, encouraging and challenging members of the field service team.

The BTA Field Service Foundations Workshop instructor is John Hamilton, president of Service Strategies Corp. He has more than 30 years of service industry experience, and has a well-rounded background from managing engineering, quality control and training organizations. Hamilton is also a frequent speaker at service and support conferences worldwide. Prior to founding Service Strategies, he was global director for technical support at EDS, Unigraphics, a provider of CAD/CAM and PLM systems.

“We spent considerable time working with the BTA leadership team to customize the curriculum of the BTA Field Service Foundations Workshop to address the specific service management challenges of the association’s members,” Hamilton said. “The agenda is designed to be very interactive and enables participants to share their real-world experience. I am excited about teaching this workshop and looking forward to getting more actively involved with the BTA membership.”

BTA member tuition for the BTA Field Service Foundations Workshop is $1,695; a 10 percent discount applies when dealerships send multiple attendees to the same workshop offering. BTA members may also apply their $150 or $250 discount coupon received with their membership toward this workshop. Non-member tuition is $2,125 and includes a one-year BTA dealer membership. 

For more information on this workshop, visit www.bta.org/FieldServiceFoundations or call (800) 843-5059. Attend the Feb. 6-8 workshop and receive free full registration to Winter Break.

About Service Strategies
San Diego, CA based Service Strategies advances service excellence by providing training, consulting, certification and industry standards programs that ensure delivery of world-class customer service and support. Thousands of service professionals around the world have enhanced their skills through participation in the company’s training and certification courses. In addition, the world’s leading service providers have adopted Service Strategies’ Service Capability & Performance (SCP) Standards as their roadmap to service excellence and benchmark measure of success. For more information, call 858.674.4864, email info@servicestrategies.com or visit www.servicestrategies.com.

About the Business Technology Association
The Business Technology Association (BTA) is an international not-for-profit trade association serving independent dealers, value-added resellers, systems integrators, manufacturers and distributors in the business equipment and systems industry. BTA helps its members profit through a wide variety of services, including free legal advice and guidance; business benchmarking studies and reports; information on the latest news, trends and products in the industry; strong educational offerings; and industry-specific publications. Visit www.bta.org for more information.


About Greg Coleman

Greg Coleman has over twenty years of experience in the high technology service field. As a principal partner and vice president of strategic programs for Service Strategies Corporation, Greg was instrumental in developing the Service Capability & Performance (SCP) Standards, the world's leading benchmark of service excellence.

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