BTA Service Academy

Empower Your Business With Future-Forward Management Training

Start date:

April 22, 2025

Member Tuition: $2,799 per person*
Non-member Tuition: $3,299 per person (Includes a one-year BTA dealer membership.)

*BTA members may apply their $250 educational discount received with their membership toward this workshop. Redeem your discount when registering by clicking here.

Unlock your service team's potential with the BTA Service Academy — where visionary strategy meets hands-on training by Ken Edmonds of 22nd Century Management to equip service managers with the skills, leadership and tools needed to tackle tomorrow's challenges today.

Understanding Management: A Strategic Road Map to Success
Gain the knowledge and tools to navigate the complexities of management with a tailored road map that defines clear goals, actionable strategies and sustainable growth — empowering leaders to drive efficiency, innovation and long-term success.

Training Service Managers to Optimize Efficiency
Equip your service managers with the skills and strategies to streamline operations, enhance team performance and implement industry best practices — driving efficiency, reducing downtime and maximizing service excellence.

Advanced Leadership Training
22nd Century Management offers specialized training that empowers service managers with the leadership skills needed to navigate complex challenges, drive team performance and lead effectively in an ever-evolving industry.

Training for Exceptional Customer Satisfaction
Empower your service managers with the skills and strategies to leverage technology, streamline operations and implement best practices — ensuring the highest levels of customer satisfaction and long-term loyalty.

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Weekly Schedule:

Week 1: Management & Supervision

Master the essentials of service management and supervision, understanding the difference between leadership and management. Learn how to effectively oversee operations, make strategic decisions and ensure service excellence through structured processes.

Week 2: Coaching, Mentoring & Social Media

Develop coaching and mentoring skills to guide your team's growth. Learn how to provide actionable feedback, foster a culture of continuous improvement and leverage social media to enhance professional development.

Week 3: Monitoring & Time Management

Boost productivity with proven time-management techniques. Discover how to prioritize tasks, minimize interruptions and create structured schedules to manage your team efficiently.

Week 4: Understanding the Cost of Labor

Break down the true cost of labor, including direct wages, benefits and overhead costs. Learn how to calculate the burden rate and make informed staffing and pricing decisions.

Week 5: Compensation & Testing

Design a compensation structure that attracts and retains top talent. Explore the role of performance-based incentives, benefits and industry best practices for rewarding employees.

Week 6: Interviewing, Selection & Hiring

Build a high-performing team by mastering the hiring process. Learn to identify the best candidates, conduct effective interviews and onboard employees for long-term success.

Week 7: Training & The 100-Day Plan

Implement a structured training plan to accelerate employee development. Learn how to assess training needs, create tailored programs and utilize a 100-day onboarding plan to set new hires up for success.

Week 8: Environment & Job Satisfaction

Review the factors that enable employee retention, identify areas for improvement and the necessary changes.

Week 9: Motivating Your Team & Leadership Strategies

Explore practical techniques to inspire and energize your team. Learn how to tailor motivation strategies based on individual and team dynamics to drive higher performance.

Week 10: The Role of Supervisors & Mentoring

Develop the skills to mentor and guide team members effectively. Learn how supervisors can foster growth, provide constructive feedback and build leadership potential within their teams.

Week 11: Setting Expectations & Evaluating Teams

Learn how to set clear performance expectations and evaluate team effectiveness. Implement assessment tools and feedback mechanisms to measure and improve results.

Week 12: Handling Employee Terminations & Team Meetings

Master the process of handling employee terminations professionally while maintaining team morale. Conduct productive team meetings that drive accountability and collaboration.

Week 13: Improving Your Team & Case Study Analysis

Discover proven strategies to optimize team performance. Analyze real-world case studies to learn how service managers solve common industry challenges.

Week 14: Customer Relations & Understanding Customers

Build strong customer relationships through proactive service and communication. Learn how to understand customer expectations and deliver exceptional service experiences.

Week 15: Handling Unhappy vs. Unreasonable Customers

Differentiate between unhappy and unreasonable customers. Develop strategies to resolve conflicts, retain clients and uphold service quality under pressure.

Week 16: Service Metrics & Measuring Performance

Track and analyze key service performance indicators such as calls per day, parts cost and accountable time. Learn how to use data-driven insights to optimize service efficiency.

Week 17: The ProFinance Model for Service Management

Understand financial modeling for service operations. Learn how to balance cost control, revenue growth and profitability while ensuring service excellence.

Week 18: Business Planning & Strategy Execution

Develop a strategic business plan that aligns with your service department;s goals. Learn how to set actionable objectives, track progress and adapt to market changes.

Week 19: Staffing, Planning for Growth & Territories

Forecast staffing needs and optimize service territories for operational efficiency. Learn how to plan for future growth while maintaining high service standards.

Week 20: Understanding Your Numbers, Equipment & Pricing

Gain a deep understanding of service department finances, from equipment costs to pricing strategies. Learn how to structure pricing to maximize profitability.

Week 21: Increasing Revenue & Building Political Capital

Learn revenue growth strategies while building influence within your organization. Develop political capital to advocate for resources, implement changes and drive success.

Private Community for BTA Service Academy Graduates
In addition to the training provided, Edmonds has created a private community where graduates of the BTA Service Academy can exchange ideas and discuss challenges they face. This community is free.

In the community, Edmonds hosts a monthly free live event on a service management topic with a Q&A session. He will share templates and tools that will help attendees plan for the future.

Course Instructor:

Edmonds, principal at 22nd Century Management, has more than 30 years of experience in the office technology industry and is a dedicated advocate for the BTA Channel. He has provided seminars, trained service managers and spoken at BTA events to help businesses strengthen their operations. Specializing in business continuity planning (BCP), Edmonds emphasizes the importance of comprehensive disaster preparedness beyond hurricanes. He creates tailored, verifiable and value-driven content for business audiences, serving as the primary point of contact for trusted insights and strategic guidance. He can be reached at ken@22ctymgmt.com.

BTA Members: Click here to register for the BTA Service Academy.

Non-Members: Click here to register for the BTA Service Academy.

BTA Service Academy

Empower Your Business With Future-Forward Management Training

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