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July 2019
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The Face of P1: A Service Technician’s Crucial Role For many P1 customers, our service technicians are the face of this organization. They are the people taking care of service calls and preventive maintenance, out on the front lines with our customers every day. The service department currently has 116 service technicians across the five P1 offices who provide mechanical, plumbing, and electrical maintenance and repair services to a multitude of customers.
When equipment failures are addressed in a timely manner and the technician has good communication skills, a relationship of trust is developed. Since a technician may be in front of the customer time and time again, they ultimately become the face of P1.
“Service techs have the opportunity to build a long term relationship with the customer. We are constantly going into the same building and
The technicians also develop a sense of ownership with the customer. They want their work to be correct, they want to give the customer the best possible service and will go above and beyond to do so.
working with the same people,” Mitch Campbell, Vice President, Service Topeka, said.
In addition to any previous experience or training, they must also go through the five year apprenticeship program through the local union. Upon completion of the program, they must keep their training current by getting at least 6 hours of continuing education every year.
Customer service is just one of the many important aspects of being a service technician. The spectrum of duties for a service technician is extensive. A service technician: • is highly skilled and responsible for operating, maintaining, and repairing heating, air conditioning, ventilation, refrigeration systems, plumbing, and electrical in buildings. • explains diagnostic issues to the customer. • often explains the costs associated with the repair. • performs preventive maintenance and identifies potential problems, discussing repairs with customer before they become bigger problems.
To address these technology changes, the P1 Technical Training Program was developed to provide opportunity for continuing education. Many of these classes are taught by P1 service technicians who are experts in the field. “Depending on the customer and the situation, service techs may be walking into a hornet’s nest,” Service Manager John Hilbert said. “Anytime someone’s air conditioning is not working and you walk in and fix it, you have saved their day,” John said. “You just fix it and don’t really think of yourself as someone’s hero.“ But to our customers, sometimes that’s exactly what they are.
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