Management in the Office Equipment Industry
A 15-week live, online program that builds confident managers across the dealership — created and taught by Ken Edmonds, delivered through the Business Technology Association.
What it is
Management in the Office Equipment Industry is a 15-week, live online program for managers and supervisors across the dealership — not just service. It's the leadership-and-people foundation of the BTA Service Academy, focused on the skills every manager needs: leading people, hiring and developing a team, setting expectations, and taking care of customers.
Each week is a two-hour live session with a cohort of peers from across the industry. The curriculum is created and taught by Ken Edmonds, drawing on more than 30 years in the office technology industry, and is offered through the Business Technology Association (BTA).
What you'll cover
Management & Supervision
Master the essentials of management and supervision, understanding the difference between leadership and management. Learn how to effectively oversee operations, make strategic decisions, and ensure excellence through structured processes.
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.
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.
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.
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.
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.
Training & The 100-Day Plan
Implement a structured training plan to accelerate employee development. Learn how to assess training needs, create tailored programs, and use a 100-day onboarding plan to set new hires up for success.
Environment & Job Satisfaction
Review the factors that enable employee retention, identify areas for improvement, and the necessary changes.
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.
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.
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.
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.
Improving Your Team & Case Study Analysis
Discover proven strategies to optimize team performance. Analyze real-world case studies to learn how managers solve common industry challenges.
Customer Relations & Understanding Customers
Build strong customer relationships through proactive service and communication. Learn how to understand customer expectations and deliver exceptional service experiences.
Handling Unhappy vs. Unreasonable Customers
Differentiate between unhappy and unreasonable customers. Develop strategies to resolve conflicts, retain clients, and uphold service quality under pressure.
What managers say
“That course really blew me out of the water. The impact on Richie was huge — and on our whole dealership.”
Debra Dennis Vice President of Operations, CopyPro, Inc.
“I'm a 25-year Army veteran hired as a service manager. I jumped on every course you offered — I want to be the best service manager I can be.”
Jeremiah Sheppard GM of Technical Services, Dove Print Solutions
“I thought it went very well — it was very, very well structured, and I got so much out of it.”
Richie Creech Director of Service, CopyPro, Inc. — Service Success
Reserve your seat
$1,199/person
15 weekly live sessions, online. Offered through BTA — enrolling now.
Enroll nowSecure order form coming soon — for now, contact us and we'll get you registered.