The BTA Service Academy
A 25-week live, online program that turns service managers into leaders — created and taught by Ken Edmonds, delivered through the Business Technology Association.
What it is
The BTA Service Academy is a 25-week, live online program built specifically for service managers in the office technology industry. Each week brings a two-hour live session, so you learn one topic at a time and put it to work between classes — alongside a cohort of peers from dealers across North America.
The curriculum is created and taught by Ken Edmonds, drawing on more than 30 years on the service side of the industry — as a technician, a dealer, a service manager, and a manufacturer-level trainer. It's offered as the official Service Academy of the Business Technology Association (BTA), which hosts the program and handles enrollment.
It now also includes the AI Course for Service Managers — practical AI skills built into the same program.
What you'll cover
- 1 Management & Supervision
- 2 Coaching, Mentoring & Social Media
- 3 Monitoring & Time Management
- 4 Understanding the Cost of Labor
- 5 Compensation & Testing
- 6 Interviewing, Selection & Hiring
- 7 Training & The 100-Day Plan
- 8 Environment & Job Satisfaction
- 9 Motivating Your Team & Leadership Strategies
- 10 The Role of Supervisors & Mentoring
- 11 Setting Expectations & Evaluating Teams
- 12 Handling Employee Terminations & Team Meetings
- 13 Improving Your Team & Case Study Analysis
- 14 Customer Relations & Understanding Customers
- 15 Handling Unhappy vs. Unreasonable Customers
- 16 Service Metrics & Measuring Performance
- 17 The ProFinance Model for Service Management
- 18 Business Planning & Strategy Execution
- 19 Staffing, Planning for Growth & Territories
- 20 Understanding Your Numbers, Equipment & Pricing
- 21 Increasing Revenue & Building Political Capital
The AI Course for Service Managers
The program now finishes with four weeks on putting AI to work in the service department — practical, role-specific skills. See what's covered →
What service leaders say about the program
“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
“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.
“Through the class I started implementing the processes we talked about — and just before graduation they asked me to take over service for the entire company. That's been a game changer for my career.”
Shawn Skinner Service Manager, Document Solutions, Inc.
Reserve your seat
Registration is handled through BTA. Pricing below is per person; start dates are announced regularly.
Want the next start date or have questions? See upcoming BTA events or talk to Ken.