Virtual – Transitioning from Field Technician to Office Professional

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Date(s) - June 8th, 2021
2:00pm - 4:00pm


This will be a two day session, June 8, 2021 & June 9, 2021.

Time:  2:00pm – 4:00pm

Location:  ZOOM

Topic:  Transitioning from Field Technician to Office Professional

This class will focus on the transition from the field to the office for experienced service technicians. The instructor will utilize lecture, small group discussion, role plays and real-life situations to help participants understand the challenges that service groups face.

Day 1

We will outline the duties of all office positions and the skills it will take for you to be successful in that role.

We will move on to the following topics:

  • A complete overview of a typical service office environment.
  • Expectations of the people in key positions within a service office.
  • Leadership and management, what is the difference?
  • Communication and the importance as a service leader.
  • Customer service—making internal and external goal setting a priority.

Day 2

We will review and summarize highlights from Day 1 and then turn our focus to new items of importance that relate to:

  • Time management—making every minute count.
  • Relationships and their importance—on and off the job.
  • Managing conflict.
  • Coaching and mentoring.
  • Performance reviews.
  • Understanding the financial side of the business.
  • Motivation—personally and professionally.
  • Striving to create a great service attitude with your whole team.

Woody Woodall Bio

Woody Woodall is the managing principal of Customer Focused Solutions, Inc. He focuses on assisting contractors and associations to achieve their strategic goals through education and collaboration. Woody has had a long and distinguished career in the mechanical contracting industry and held numerous positions in the mechanical field. By being so engaged in the industry, he has been able to see and experience the cutting-edge processes that truly can make service groups the best in class in their areas.

Woody started as a Steamfitter with Local 602 in the Washington DC area. After completing his apprenticeship, he went on to become an Instructor for the Union Apprentice Program in Washington, DC. Through his passion for teaching, he has since become an integral part of the education offerings of the Mechanical Service Contractors Association (MSCA). He was instrumental in helping to develop many of their educational offerings, including the HVAC 101 program and the Sales Institute.

Woody has received many accolades through his career including Certified Instructor through the United Association, served on several committees of the Mechanical Contractors Association of Metropolitan Washington (MCAMW), served as Chairman of the Education Committee on the national level, served on the Board of Managers of MSCA, was National Chairman of MSCA and received the “D.S. O’Brien Award of Excellence” for outstanding contributions to the industry. But his most prized award was “All Star Dad” awarded to him by the National Father’s Day Counsel after being nominated by his children. Woody has retired from the day-to-day mechanical service business and is now focused full time on Customer Focused Solutions, Inc. Woody brings his unique blend of industry and teaching experience to virtual courses by providing top notch, accessible education for everyone in your organization.

OCILB – 4.0


Please contact Susie Perry at to register.  Zoom login will be e-mailed to registered attendees a few days prior to the event.

Program hosted by the MCA Affiliate Alliance