Sessions
Cross Train!
The SRC Education Committee has planned an exciting program for the 2007 Service and Retail Convention. There are plenty of outstanding sessions and opportunities to help you advance yourself and your business to the next level. All sessions will be open to all attendees, offering a unique opportunity for customized learning and cross-training.
Click on any of the links below to see course descriptions.
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Session CODE |
Session Title |
Date |
Time |
LogiSERV User’s Group Meeting: Empower the Knowledge Within |
Saturday February 24 |
9:00 – 5:00
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Users exchange ideas, knowledge and ways they use LogiSERV to manage their sales and service business. New features, enhancements under development or planned for future release are discussed. Also, discussion of tools to obtain valuable management reports from LogiSERV customer database. Non-users are welcome! |
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Office Automation: Doing it Better with ServiceDesk |
Saturday February 24 |
9:00 – 5:00
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Learn how to dramatically improve efficiency and profit via use of today's premier service management software. Discussion will range from basic operation to advanced features, with focus on new features added in the last year. As always, cross-discussion among users (sharing methods and solutions) will prove ever-helpful. Open to All. |
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SRC Welcome and Opening Keynote Address Jon Gordon America’s #1 Energy Coach |
Sunday February 25 |
9:15 – 11:00
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Jon Gordon, a nationally acclaimed speaker, author and management expert is known as "America's #1 Energy Coach". Gordon is a pioneer in the field of Energy Coaching-an integrative approach that blends positive psychology, emotional intelligence, nutrition, and exercise and bio-energy fields. Gordon has been featured nationally on NBC's Today Show, CNN's American Morning Show and in dozen of publications and radio stations across the U.S and Canada. |
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Leadership and Team Building Chris Smith ServicePower Field Service Solutions |
Sunday February 25 |
11:30 – 1:00 |
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In this fast-paced program you’ll discover how to create an environment of excellence – and fun! Learn how the power of credibility, the right attitude and team building skills will prepare you for successful leadership. Focused team efforts build strong, profitable companies. Discover how leadership and teambuilding should be part of your investment plan for professional development. |
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Bring out Super Achievements from Everyday People Every Day! Tom Shay, CSP Profits+Plus Seminars |
Monday February 26 |
8:15 – 9:45
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Achieve super results from everyday employees by assigning them job responsibilities that utilize their best skills and talents. This program will provide you the tips and techniques to help maximize your most valuable investment and asset – your people. You’ll learn new interviewing and employee development techniques to conducting productive staff meetings that drive excellence. |
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Streetsmart Negotiations Rick Segel Rick Segel & Associates |
Monday February 26 |
10:15 – 11:45 |
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Strong negotiating skills are critical to business and personal success. You will get practical techniques to develop your negotiating know-how. Master the 10 major factors affecting power in negotiations, practical guidelines for giving and getting concessions, questions to ask and how to ask them more effectively and more. |
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Coaching Employees for Optimum Performance Barry Behr Whirlpool Corporation |
Monday February 26 |
10:15 – 11:45
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You can create an environment in which your people become increasingly self-reliant and take initiative to improve their skills and solve problems. You can set challenging goals and reward success in ways that create a high-performance culture. You’ll learn to identify the critical stages in employee development, how to get their commitment to a development plan and how to hold one-on-one coaching meetings. |
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Masters of Legendary Service Tom Shay, CSP Profits+Plus Seminars |
Monday February 26 |
3:15 – 4:45 |
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The customer should always be at the center of your business. Find out how to keep your employees focused on the needs of the customer to create the ultimate customer experience. You and the business will reap the rewards as you learn to teach the secrets of the Masters of Legendary Service! |
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How to Solve Problems and Make Decisions Otto Papasadero MARTO Consulting |
Tuesday February 27 |
8:15 – 9:45
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You need to be able to solve problems quickly and make high-quality decisions to keep your business growing profitably. You can do that when you understand the practical mechanics of solving problems, making decisions and how to apply them to everyday situations. You will learn a process you must master to be an expert problem-solver and decision-maker. |
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Boost your Productivity with Microsoft Excel – Tips & Tricks to Save Time! Jerry Hammond New Horizons Learning Center |
Tuesday February 27 |
10:15 – 11:45 |
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Do you have more to do than you can get done each day? This session will show you how to work smarter, not harder with ready-to-use Microsoft Excel techniques and time-saving tips. Discover how to save unnecessary steps and processes and decrease your workload with these easy and powerful shortcuts while you increase your productivity and profitability. |
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Building Better Work Relationships: Results–oriented Communications Dave Allison Allison & Associates |
Tuesday February 27 |
10:15 – 11:45
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Improve your workplace communication techniques and people skills through interpersonal skills training that will help you build cooperation across your entire organization. This communication and interpersonal skills workshop will equip you to better handle difficult discussions, reduce the frequency of misunderstandings, respond to conflict and foster teamwork. |
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ATTITUDE – Your Means to Personal Success Bob Janet Author & Business Consultant |
Tuesday February 27 |
1:15 – 2:45 |
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It’s your Attitude, not your Aptitude that determines your success in life and in business. Attitudes and the resulting level of service your staff delivers can differentiate you from your competition. Discover the importance of a positive attitude and how you influence the attitudes among those people around you. |
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Gain Control of Your Time & Your Life! Dave Allison Allison & Associates |
Tuesday February 27 |
3:15 – 4:45
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Do meetings, suppliers, phone calls, paperwork, interruptions and crises use up so much of your time that you don’t have enough to build your business and enjoy your life? In this session learn to use your time efficiently. Overcome time-wasting tendencies in yourself and your employees. Discover how to motivate yourself and to stay in control of your time. |
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Room to Grow: Online Solutions for Increasing Sales with eBay Mary Liz Curtin eBay |
Sunday February 25 |
11:30 – 1:00
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Gain customers, increase sales, and boost profits with your own Web store. There are many opportunities for retailers, servicers and parts dealers to leverage eBay to help build their businesses. eBay provides an efficient, cost-effective platform to channel excess inventory, refurbished products, and returns. Don’t miss this opportunity to increase your profitability. |
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Marketing to People Who are Not Like You Kelly McDonald McDonald Marketing |
Sunday February 25 |
4:30 – 6:00 |
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Mass marketing and mass media is old hat. Market segmentation is more complex and sophisticated and diversity marketing is the new strategy. Recognize these differences and tailor your products, messaging and marketing efforts to reflect consumers’ uniqueness. Specific strategies and tactics will be discussed for identifying your high-potential customers and reaching them cost-effectively. |
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Leverage the Internet to Increase Profits Jason Petersen aijalon |
Monday February 26 |
8:15 – 9:45
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The Internet is revolutionizing entire markets, allowing all businesses, large or small, the same opportunities to market their products, services and information in an effective and appealing manner. Discover how a website can provide a huge upsurge in sales, and a significant decrease in expenses, thus making it a clever and wise business move. |
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Relationship Selling Skills are a Big Deal! Tom Shay, CSP Profits+Plus Seminars |
Monday February 26 |
10:15 – 11:45 |
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Lockout your competition and delight your customer using relationship selling skills. This type of selling approach permits the sales person to partner with the customer in a consultative manner to solve problems and introduce innovative win/win solutions and add-on incremental sales. You will be dealt a hand of ideas and best practices with the unique playing cards used in this presentation. |
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Optimize your Internet Marketing to Ready & Willing Customers Jason Petersen aijalon |
Monday February 26 |
10:15 – 11:45
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You’ve built a great website for your business, but how do you direct customers to your website efficiently and effectively? Connect with qualified customers searching for the products and services you sell. Discover how to reach prospects that match your typical customer profile, leverage advanced marketing management tools; and get better results with Internet traffic resources that convert prospects into buying customers. |
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Pinpoint Marketing Rick Segel Rick Segel & Associates |
Monday February 26 |
3:15 – 4:45 |
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How effective are your marketing efforts? Learn how to increase customer loyalty, save money on sales & marketing and ensure you are marketing to your best prospects. You want your sales people to cultivate customers who are your best prospects. This class will zero in on getting the most out of your marketing dollars and being sure you are reaching your target customer. |
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Legal Safeguards: Damage Waivers, Non-competes & Contracts Bob Goldberg NARDA Legal Counsel |
Monday February 26 |
3:15 – 4:45
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In the current market place you need to have legal safeguards in place to protect you and your company. Property can be damaged in your customers’ home during delivery, installation, or service activities. Whether it is a consumer, employee or competitor, it is important to know what options are available and what you can do to protect you and your business. |
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Blueprint for Successful Family Business Transitions Bob Goldberg NARDA Legal Counsel |
Tuesday February 27 |
8:15 – 9:45 |
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Only 33% of family businesses survive into the 2nd generation. This important program can help you make sure that your family business is a successful, multi-generation enterprise. You will get in-depth information and discussions about how to deal successfully with vital family business issues plus key elements in creating continuity in a successful family business. |
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Appraise Employees for Motivation or Termination Bob Goldberg NARDA Legal Counsel |
Tuesday February 27 |
10:15 – 11:45
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An effective appraisal system will help you build a high-performance staff, but the process can be filled with emotional and legal pitfalls. Learn how to avoid these pitfalls and create a practical legal evaluation procedure that you will look forward to rather than put off. You will be able to appraise employees to motivate them for peak performance or develop a file for lawful termination. |
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Handling the Hostile Customer Dave Allison Allison & Associates |
Tuesday February 27 |
1:15 – 2:45 |
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With today's time-pressured, two wage-earner families and universally bad customer service, customers are frequently irritable, more demanding and less tolerant. Learn how to teach your front-line people to defuse hostile customers, discover the art of positive confrontation and how to turn difficult shoppers into loyal customers. |
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Warehousing and Delivery Best Practices Otto Papasadero MARTO Consulting |
Tuesday February 27 |
3:15 – 4:45
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A well-run warehouse and delivery operation minimizes expenses, reduces employee turnover, speeds up inventory turns, ensures customer satisfaction and increases sales. Learn how to create an effective warehousing and delivery operation, interpret financial indicators and fix problems, create policies and procedures, make taking inventory less of a hassle and reduce shrinkage, missed deliveries, call-backs and much more. |
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New Technologies to Boost Delivery & Service Productivity Chris Smith ServicePower Field Service Solutions |
Tuesday February 27 |
3:15 – 4:45 |
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Discover new technologies designed to increase your productivity in managing deliveries, service calls, parts, repairs and warranties. Isn’t it time to streamline your operations and add profit to your bottom line? Discover how to make this customer-focused process generate a measurable financial return while adding genuine strategic value to your business. |
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Sales Trainer Extraordinaire! |
Sunday February 25 |
11:30 – 1:00
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Learn how to train your sales team to achieve your goals. You’ll discover the hidden sales tools you never knew you had while improving existing selling skills. Increasing margins is easier than you thought when you master the selling cycle, and learn how to increase customer loyalty. |
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ESP Sales Provide Protection and Profit Kharl Mena Warranty Corporation of America |
Sunday February 25 |
11:30 – 1:00 |
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Profit margins on contracts are between 50% and 80% and are cost effective to market. That's nearly 18-20 times the margin on goods themselves. Don’t leave money on the table. Give your consumers a value-added, peace-of-mind service that requires no inventory or shelf space but has great ROI potential for retailers. |
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Legendary Service |
Sunday February 25 |
4:30 – 6:00
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How do you measure and continually improve service performance? Developing an effective |
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The Art of Running a Sale Rick Segel Rick Segel & Associates |
Monday February 26 |
8:15 – 9:45 |
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Strong negotiation skills are essential to your success in business and in everyday life. Learn hands-on techniques to improve negotiating effectiveness, including critical guidelines that assure getting and giving concessions effectively. As a buyer, seller and employer, you negotiate on a daily basis. Learn concrete negotiating tactics that will help you get the best deal in any situation. |
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Create a Credit Culture to Generate Higher Revenues Heather Anding, GE Retail Sales Finance |
Monday February 26 |
10:15 – 11:45
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Private label credit card programs can help you increase your store’s average transaction amount by providing customers with immediate purchasing power and take advantage of special sales events. Find out how to stimulate your sales and build brand awareness and customer loyalty. |
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Selling is 100% BASIC Bob Janet Author & Business Consultant |
Tuesday February 27 |
8:15 – 9:45 |
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In this entertaining and interactive selling program you will learn to use basic and advanced selling techniques guaranteed to boost your business to a higher level of selling success. You will learn how to use the three secrets of selling to gain and retain your most profitable customers while building relationships that turn into a lifetime of profits and selling opportunities. |
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Great Motivators for Selling Success Bob Janet Author & Business Consultant |
Tuesday February 27 |
10:15 – 11:45
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This session will demonstrate how to propel your sales activities and increase your profits by using four great motivators that create demand for your products and services. Discovering these behaviors will enable novice and seasoned sales veterans to learn, understand and use the motivators that cause customers to buy more products, more services, more often. |
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Retailer Survival Checklist Otto Papasadero MARTO Consulting |
Tuesday February 27 |
1:15 – 2:45 |
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Survival boils down to a checklist of fifty time-proven items that are regarded as some of the most important business factors related to the success of independent retailers. This checklist contains core business practices that can help you improve the performance of your retail operations. You will learn ways to integrate solutions for significant retail challenges and exchange best practices. |
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ETA Board Meeting Richard Glass, CETsr - ETA International Teresa Maher, CSS - ETA International |
Sunday February 25 |
11:30 – 1:00
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This annual association meeting is open to the public, members and non-members, and will include a review of the year, officer installations, and general discussion of ETA and future developments. |
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Electronics Training – Mitsubishi Santiago Banuelos Mitsubishi Digital Electronics America |
Sunday February 25 |
11:30 – 4:00 |
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This Mitsubishi service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of electronic products. |
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Customer
Service Specialist (CSS): Preparation and Certification
NOTE: This is an all-day program Requires additional $50.00 Prepayment The fee includes entrance to the class, CSS text book & CSS exam |
Sunday February 25 |
11:30 – 6:00
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Don’t just say you work well with people -- let ETA’s Customer Service Specialist (CSS) certification prove it! ETA’s world-class CSS certification professionally acknowledges your ability to uphold the interpersonal and business standards necessary in today’s workplace. This course, designed to prepare you for the ETA CSS exam, covers all chapters in the ETA CSS Study Guide. The ETA CSS certification will be granted upon successful completion of the course and exam. |
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Fiber Optics Refresher Course MT&E |
Sunday February 25 |
11:30 – 6:00 |
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Fiber Optics Refresher Course is designed to review fiber optics theory and common practices. This is a streamlined course geared toward the fiber optics professional needing to update their knowledge of the field. Upon completion of the course the students will be prepared to take the ETA Fiber Optics Installers Examination for recertification. |
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Electronics Training – Philips Gary Fenton Philips Electronics |
Monday February 26 |
8:15 – 11:45
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This Philips service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of electronic products from Philips. Learn from the experts. |
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Fireside Chat with Dick Glass - Author |
Monday February 26 |
8:15– 9:45 |
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Co-author of “The 2006 Associate CET Study Guide”, Dick Glass, inductee in the Electronics Hall of Fame and current President of ETA International, is a successful industry partner, author, and business man with several electronics books published by Howard W. Sams Co, TAB Books, and McGraw-Hill. Dick has also had business management articles published in trade journals and association publication. Join Dick for a lively group discussion. |
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Fiber Optics Refresher Course - REPEAT MT&E |
Monday February 26 |
8:15 – 4:45 |
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Fiber Optics Refresher Course is designed to review fiber optics theory and common practices. This is a streamlined course geared toward the fiber optics professional needing to update their knowledge of the field. Upon completion of the course the students will be prepared to take the ETA Fiber Optics Installers Examination for recertification. |
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Roundtable Discussion with William
Woodward, Author |
Monday February 26 |
10:15 – 11:45 |
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The SRC education committee has made special arrangements for this author to spend time with us at the SRC in 2007. Come meet and listen to one of the electronics industry’s brightest and best known authors as he discusses his latest book and find out what lies ahead. Bring your questions and engage in a lively group discussion. This is one program you won’t want to miss. |
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Performance Testing - Making Sure Your Technicians "Can Do" Kevin Gulliver NIDA |
Monday February 26 |
1:15 – 2:45
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Kevin Gulliver will contrast traditional training delivery processes against integrated learning environments, review hurdles and successes of performance-based apprentice technical training programs. Discover how performance testing is used by several industry leaders to ensure new hires and existing workforce know how the job is to be done. |
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Exam View Presentation & Workshop |
Monday February 26 |
1:15 – 2:45 |
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Examview Workshop. This program will drastically reduce the time instructors spend in creating and grading homework, quizzes and tests. Examview is a simple, low cost and easy to operate program designed to produce printed tests and assignments and can also grade the tests when you post assignments on a network. |
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Understanding the “Smith Chart” |
Monday February 26 |
1:15 – 2:45 |
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This class will discuss wireless technologies concerning the “Smith Chart” |
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Technical Training – LG Electronics Roy Latham and Jerry Doubrava LG Electronics |
Monday February 26 |
1:15 – 4:45 |
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This LG Electronics service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of electronic products from LG Electronics. Learn from the experts. |
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Get Wired for Wireless Technology John Baldwin, CETsr |
Monday February 26 |
3:15 – 4:45 |
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Wireless technology is taking off like a rocket, not only the communications area of cellular phones and pagers, but is substantially reaching into the areas of medicine, automobiles, police and fire providers, plus hundreds of other areas. The Wireless world is a fast-moving, ever-changing and fascinating field. This session will help you understand some of the latest wireless technologies. |
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Meet the Author: Chuck J. Brooks Chuck J. Brooks |
Tuesday February 27 |
8:15 – 9:45
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Chuck Brooks will discuss residential integration and convergence – the marketplace, the jobs and the certifications. He will cover the latest technology including RESI, DHTI+, and others. He will also discuss training for these jobs. |
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Fiber Optics Refresher Course - REPEAT MT&E |
Tuesday February 27 |
8:15 – 4:45 |
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Fiber Optics Refresher Course is designed to review fiber optics theory and common practices. |
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Advanced GPS |
Tuesday February 27 |
10:15 – 11:45 |
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Areas to be covered in this course: Radionavigation Principles GPS Fundamental; the 3 major segments of the GPS; Military Applications; The Navistar Satellites, Russia’s Glonass Constellation, Precise Time Synchronization and using the GPS for satellite orbit determination. |
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Turn Up the Volume on Your ETA Student Chapter John A. Dings, CET PTI |
Tuesday February 27 |
1:15 – 2:45
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This presentation focuses on the key elements required to build a successful ETA student chapter, using a case study of one school’s struggles and successes in developing their ETA student chapter. Participants will be encouraged to share their experiences and walk away with a wealth of ideas for transforming their ETA chapter into a thriving, student-driven organization. |
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Electronics Educators Forum Dick Glass, CETsr ETA International |
Tuesday February 27 |
1:15 – 2:45
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In this roundtable discussion, educators will address a number of pre-identified issues currently facing today’s technical educators including: technician shortages, latest training trends, new technician job opportunities, program cuts and more. |
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Learn the Fundamentals of Fiber Optics Dr. Thomas Bonner, PhD. FOT |
Tuesday February 27 |
3:15 – 4:45
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Attend this session and find out more about Fiber Optics and where it can take you in your career. This will be an interactive discussion between the speaker and the audience on what it takes to get trained and certified in the field of Fiber Optics. |
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Service Finance – Understanding your Cost of Doing Business Report Rod Williscroft Totem Appliance |
Sunday February 25 |
11:30 – 1:00
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Understanding and using the data in your Cost of Doing Business Report (CODB) as a management tool is one of the most important things you can do for your business. Your CODB provides operating ratios and statistics to use in benchmarking your financial performance and to make improvements to meet the challenges of today’s rapidly changing service environment. |
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Grow Your Own Technicians – Creating & Implementing In-house Training Jim Johnson Technical Training Associates |
Sunday February 25 |
11:30 – 1:00 |
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Finding and training competent, career-minded technicians is harder than it’s ever been. Learn how to develop outstanding service technicians by first identifying people who will become loyal employees. Strategies discussed include how to recruit, identify, evaluate (technical and customer care), train, motivate and keep career appliance technicians. |
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Service Operations – Creating Service Policies & Procedures Manual Dean Landers Landers Appliance |
Sunday February 25 |
4:30 – 6:00
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Even when employees know what needs to be done, they may not know how to do it right. The lack of detailed procedures is often a major obstacle to getting work done on time and right the first time. Learn how to design and write step-by-step procedures that define work and how to administer the procedures so that people follow them. |
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Providing World Class Front Line Service Doug Rogers Mr. Appliance |
Sunday February 25 |
4:30 – 6:00
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This action-packed class will cover the following important service topics: (A) Front Line Foundations; (B) Service Statistics; (C) How Can I Keep My Customers?; (D) Front Line Service Challenges; and, (E) Service Engineering. This is one class you won’t want to miss! |
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Business Brainstorming Captain Toolhead, Mike Staats and his Assistant Navigator, Walt Dews |
Monday February 26 |
6 AM – 7 AM |
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Searching for some early morning conversation? Join us and participate in a creative, lively discussion group on a variety of selected topics along with "attendee-choice" subjects led by Mike Staats and Walt Dews. If you are an early riser and you like to "talk shop" you will find this session valuable. |
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Service Finance - Understanding your Income Statement Larry Bergo - Box Appliance Service Co. Walt Dews – Appliance Service Station |
Monday February 26 |
8:15 – 9:45
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Financial money management is critical for the long term success and growth of your service business. This program, designed for service company owners and managers, will focus on how to structure a business income statement and learn how to turn financial statements into useful management tools to help drive your key business decisions. |
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Service Agreements Build Customer Loyalty Doug Rogers, Mr. Appliance |
Monday February 26 |
8:15 – 9:45 |
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Discover the ‘ins’ and ‘outs’, as well as the “how-to,” of creating and selling your own service agreements. The program will cover retail sales, technician sales and pricing, and will include role playing and a Q&A session. Look at service agreements through the eyes of your customer. |
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Operating a Profitable Service Company David Borsani Complete Appliance Service |
Monday February 26 |
10:15 – 11:45
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This program will cover the essential standards for profitable service operations. You’ll discover how to set up procedures for productivity and profit, develop a professional image, create internal controls, smoothly integrate sales and service, simplify paperwork and back-office operations, and maximize completed calls. |
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Flat-Rate Pricing – Driving Your Business Dean Landers – Landers Appliance Marcus Fearnehough – Appliance Service Center |
Monday February 26 |
3:15 – 4:45 |
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The service industry has utilized flat-rate pricing work over many years. Flat-rate allows consistent billing, fewer math errors, accurate and up-front pricing estimates, customer agreement and technician tracking. First-time service calls and collections are easier because prices and payment are agreed in advance and customer complaints are minimized. Learn how to develop and implement flat-rate pricing successfully and profitably. |
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How Warranty Work Affects your Cost of Doing Business Rod Williscroft Totem Appliance |
Monday February 26 |
3:15 – 4:45
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We all know that performing warranty work drains our resources and negatively impacts our profit margins. But have you ever spent the time to figure out how much warranty work you can do and still maintain a healthy business? There should be a balance of warranty work and COD work, but how do you determine what balance you should strive to maintain? This session will help clear the air that surrounds that warranty call and how it affects your cost of doing business! |
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Business Brainstorming Captain Toolhead, Mike Staats and his Assistant Navigator, Walt Dews |
Tuesday February 27 |
6 AM – 7 AM |
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Searching for some early morning conversation? Join us and participate in a creative, lively discussion group on a variety of selected topics along with "attendee-choice" subjects led by Mike Staats and Walt Dews. If you are an early riser and you like to "talk shop" you will find this session valuable. |
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Service Roundtable Forum – Best of the Best Panel: Mike Staats, Jeff Radenbaugh, Steve Moore, Rod Willscroft |
Tuesday February 27 |
8:15 – 11:45
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This roundtable session will provide an eye-opening opportunity for discovering best practices, proven solutions and time-tested strategies in service. Come prepared to share your successes, your headaches, challenges and solutions. Profit from successful ideas and help prevent your service business from making similar mistakes. |
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Marketing Strategies for your Service Business Mike Staats, ‘Captain Toolhead’ |
Tuesday February 27 |
1:15 – 2:45 |
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In your highly competitive service areas, selling your company’s service and unique value to potential customers is essential to growing your business. Learn how to effectively use press releases, direct mailings and other communications to get the most out of your marketing budget. |
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Certified Service Centers – Elevate your Business and your Profits Teresa Maher, ETA-International Tanner Andrews, Andy’s Appliance Repair |
Tuesday February 27 |
3:15 – 4:45
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What separates good companies from great companies? People trust businesses that have certified technicians. And what better way to prove your service qualifications than to provide an entire company that is certified. Explore becoming a Certified Service Center and demonstrate your center’s proven commitment to providing high-quality, professional service. |
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GLEEPS Plus: The Softer Side of Technician TrainingDean Landers Landers Appliance |
Sunday February 25 |
11:30 – 1:00
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As a professional appliance technician, your time spent with the customer presents a tremendous opportunity to build long-term customer loyalty. The “GLEEPS Plus” approach identifies six very specific things you should do on every service call to enhance your relationship with customers. Discover all the steps you need to ensure an excellent experience for your customer. |
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Technical Training – American LokringJeff Tinkler American Lokring |
Sunday February 25 |
11:30 – 1:00
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This American Lokring service training program will provide the latest technical product training and updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of Solderless Tube Connectors for A/C, Automotive and Refrigeration. Learn from the experts. |
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Technical Training – Fisher & Paykel George Fielding & Jim Richardson Fisher & Paykel |
Sunday February 25 |
2:30 – 6:00 |
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This Fisher & Paykel service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of laundry and DishDrawer products from Fisher & Paykel. Learn from the experts. |
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Technical Training – Viking Brent Larson Viking |
Sunday February 25 |
2:30 – 6:00 |
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This Viking service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of refrigeration, cooking, ventilation, compactor and dishwashing products from Viking. Learn from the experts. |
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Technical Training – Speed Queen John Parks, Alliance-Speed Queen |
Sunday February 25 |
2:30 – 6:00 |
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This Speed Queen service training program will provide the latest technical product training, diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training. They will be focusing on their new "Big Door" frontload and top load washers. Learn from the experts. |
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Technical Training – Thermador/Bosch Scott Connole & Harold Minter |
Sunday February 25 |
2:30 – 6:00
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This Bosch/Thermador service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation. Training will focus on their Dishwashing and New Induction Cooking products. Learn from the experts. |
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Technical Training – Whirlpool/Maytag Patrick Leonard and Don Dellario Whirlpool/Maytag |
Monday February 26 |
8:15 – 11:45 |
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This combined Whirlpool/Maytag service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of the Whirlpool Duet and Cabrio Washers and the Maytag Ice2O Refrigerator. Learn from the experts. |
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Technical Training – GE Charles T. Liquori GE Consumer & Industrial |
Monday February 26 |
8:15 – 11:45
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This GE service training program will provide the latest technical training and diagnostic updates, troubleshooting techniques & service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of the GE Electronic Refrigerators (2001 thru 2006 model year) and the new "T" Line Washer Drive System. This new drive system will be replacing all existing transmission drives in the full line of GE/Profile/Hotpoint Washers. Learn from the experts. |
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Technical Training – Electrolux Ross Mobbley Electrolux |
Monday February 26 |
8:15 – 11:45 |
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This Electrolux service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of refrigeration, cooking, ventilation and dishwashing products from Electrolux. Learn from the experts. |
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REPEAT Technical Training – Whirlpool/Maytag Whirlpool/Maytag |
Monday February 26 |
1:15 – 4:45 |
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This combined Whirlpool/Maytag service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of the Whirlpool Duet and Cabrio Washers and the Maytag Ice2O Refrigerator. Learn from the experts. |
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REPEAT Technical Training – GE Charles T. Liquori GE Consumer & Industrial |
Monday February 26 |
1:15 – 4:45 |
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This GE service training program will provide the latest technical training and diagnostic updates, troubleshooting techniques & service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of the GE Electronic Refrigerators (2001 thru 2006 model year) and the new "T" Line Washer Drive System. This new drive system will be replacing all existing transmission drives in the full line of GE/Profile/Hotpoint Washers. Learn from the experts. |
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Technical Training – DCS by Fisher & Paykel George Fielding & Jim Richardson Fisher & Paykel |
Monday February 26 |
1:15 – 4:45 |
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This DCS by Fisher & Paykel service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of DCS by Fisher & Paykel gas cooking products. Learn from the experts. |
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Technical Training – LG Appliances Patty Varnes LG Appliances |
Tuesday February 27 |
8:15 – 11:45 |
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This LG service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of refrigeration and laundry products from LG. Learn from the experts. |
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Technical Training – Sub-Zero/Wolf Karen Allerton and Jeff Goebler, Sub-Zero Freezer Company and Wolf Appliance Company |
Tuesday February 27 |
8:15 – 11:45
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This Sub-Zero/Wolf service training program will provide the latest technical product training and diagnostic updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of refrigeration, cooking and ventilation products from Sub-Zero/Wolf. Learn from the experts. |
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REPEAT Technical Training – American Lokring Jeff Tinkler American Lokring |
Tuesday February 27 |
1:15 – 2:45 |
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This American Lokring service training program will provide the latest technical product training and updates, troubleshooting techniques and service tips with an emphasis on hands-on training focused on repair, maintenance, adjustment and installation of Solderless Tube Connectors for A/C, Automotive and Refrigeration. Learn from the experts. |
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Technical Training – U-Line Judy Wustrack |
Tuesday February 27 |
1:15 – 4:45 |
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This U-Line class will consist of training on our new product line which features electronic controls. These products enable the service tech to diagnose the unit either through the electronic control or by plugging a laptop into the control board. Learn from the experts. |
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Key:
GA = General Audience
CM = Combined Retail & Service Management
RM = Retail Management
ET = Electronics Technicians and Instructors
SM = Service Management
AT = Appliance Service Technicians