BTA Field Service Foundations Workshop Set for July 30–Aug. 112 Jun, 2013
Kansas City, MO — The Business Technology Association and Service Strategies Corp. have announced upcoming dates for the BTA Field Service Foundations Workshop. The workshop will provide office technology service professionals the guidance and tools they need to manage a highly successful field service operation. The class will be held July 30 through Aug. 1, 2013, in Las Vegas, Nev., at the Mandarin Oriental. Attendees to the workshop receive free registration to BTA’s Capture the Magic district event (http://www.bta.org/BTAWestEvent), hosted by BTA West, on Aug. 1-2 at the Mandarin.
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.
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 http://www.bta.org/FieldServiceFoundations or call (800) 843-5059.
Founded in 1926, the Business Technology Association serves office technology dealerships, resellers, manufacturers, distributors and service companies. Its core members — office technology dealerships — consult, sell and service hardware, software and supplies with the goal of helping businesses maximize their investment in devices and technology. Through the association's various educational programs, information, research, legal services, publications and guidance, BTA member dealerships are positioned to be the premier source of the office technology used by businesses throughout the United States every day. For more information on BTA, visit its Web site at http://www.bta.org or call (800) 505-2821. The fax number is (816) 941-4838. You may also write to: BTA, 12411 Wornall Road, Kansas City, MO 64145.