Runs the back office: permits, warranties, invoicing, collections, records and the people paperwork.

Found in shops of every size. 7 required, 9 recommended and 3 elective skills in 4 stages.

Stages follow the tiers: Foundation, then Core, then Advanced. Skills inside a stage are in learning order.

Stage 1 · Foundation

4 required · 2 recommended

Required

1. PPE and jobsite hazards Foundation & Safety Safety-critical
2. Industry orientation Foundation & Safety
3. Customer communication fundamentals Business & Leadership
4. Call handling and booking Business & Leadership

Recommended

1. Efficiency ratings literacy Foundation & Safety
2. Carbon monoxide safety Heating Safety-critical

Stage 2 · Core

1 required · 5 recommended · 3 elective

Required

1. Office operations and administration Business & Leadership

Recommended

1. Rebates and incentive programs Business & Leadership
2. Pricing and proposals Business & Leadership
3. Dispatching and scheduling Business & Leadership
4. Inventory and warehouse management Business & Leadership
5. Digital tools and remote diagnostics Business & Leadership

Elective

1. Recovery, recycling and reclaim Refrigeration Circuit Safety-critical
2. A2L refrigerant fundamentals Refrigeration Circuit Safety-critical
3. Efficiency standards and incentives Building Science & IAQ

Stage 3 · Advanced

2 required · 1 recommended

Required

1. Financial fundamentals for contractors Business & Leadership
2. Hiring and onboarding Business & Leadership

Recommended

1. Regulatory and technology transition Business & Leadership

Stage 4 · Specialist

1 recommended

Recommended

1. Leadership and company culture Business & Leadership