In this day and age of low margin hardware sales, it is the service department that is bringing in the largest contribution to the over-all profit of the company. It's not the largest revenue contributor but it does contribute the largest percentage of net profit. It is the service department that remains as the stalwart of profitability.
Tight management is required to continue service profitability.
Service and support management should not be left up to the fates. Managers need to be trained and financial information needs to be available so good decisions can be made based on up to date feedback. Here's some information that will help when your planning calls for adding technicians to your staff. You should know that adding a tech just because you are busy is the wrong reason to add techs. Improve Productivity To improve productivity start with the way you dispatch technicians.