In the highly competitive HVAC industry, contractors look for any advantage to differentiate their businesses from those of their competitors’. A big advantage all contractors have at their disposal is North American Technician Excellence (NATE) certification.

Contractors around the country use NATE-certified technicians to improve their business. One such contractor is Dave Hutchins, owner of Bay Area Air Conditioning in Crystal River, Fla.

“Technicians truly enjoy their achievement. They are proud of their accomplishment (earning NATE certification) and the fact they are a leader in their field. Employing NATE-certified technicians puts us ahead of other companies,” Hutchins said.

Bay Area Air Conditioning used to have all 23 technicians certified, before a recent hire came aboard.

“It is hard to stay 100 percent certified with growth and hiring new employees,” Hutchins said. “But that is always our goal. We are very happy with the NATE tests. It is a great thing.”

Isaac Heating & Air Conditioning Inc. of Rochester, N.Y., utilizes the NATE exam as part of its training program, dubbed Isaac University.

“It is a way of validating not only the competency of our technicians but also the competency of our training program,” Isaac Heating & Air Conditioning Inc. President Ray Isaac said.

The NATE tests are used as a type of final exam by the business. After going through the company’s training program, Isaac Heating & Air Conditioning technicians are required to take the NATE exam. The company pays for the exam the first time the technician takes it.

Isaac has nothing but praise for the NATE test.

“I really trust the test. It really lets us know where we are at. While other tests in the industry are a test of comprehension, I believe the NATE exam is a test of competency. And there is a difference,” Isaac said.

Seeing Results

Isaac Heating & Air Conditioning Inc. uses the NATE exam as part of the company’s training program. (Photos courtesy of Isaac Heating & Air Conditioning Inc.)

The techs at Bay Area Air Conditioning started becoming NATE certified around five years ago. In fact, some technicians are now studying to become recertified. In an industry that greatly values getting things right the first time, NATE certification has paid immediate dividends.

“The investment has really paid off for us,” Hutchins said. “It has been very valuable on recalls. After our technicians became NATE certified, there was a big decrease in our recalls. I can’t attribute it to anything else other than the NATE exams and the refresher courses they took to prepare for the exam.”

Bay Area Air Conditioning is not the only business that has seen improved results after incorporating the NATE exam. Sorg Cooling-Heating, in Frankfort, Ky., has seen fewer callbacks, higher first time repair percentage, and better customer retention since getting involved with NATE.

Becoming NATE certified is not required, but highly encouraged at Sorg Cooling-Heating.

“It shows you have good people around you and it translates to a better bottom line as far as profits go,” Dean Sorg, president of Sorg Cooling-Heating, said.

Sorg was quick to point out that NATE considerations are part of both the career path and evaluation process at his company. NATE-certified technicians make at least $1 more an hour than a technician who is not NATE-certified.

Bay Area Air Conditioning requires, and pays for, technicians to take the NATE exam.

“Two years ago Carrier implemented the requirement that 50 percent of your technicians need to be NATE certified in order to become a Carrier Factory Authorized Dealer. So we needed our techs to become certified. They didn’t complain. It is not like we are dragging them kicking and screaming,” Hutchins said. “I think contractors should pay for the testing, and we do.”

Hutchins is hoping NATE, which had a record year in 2004, continues to grow. Not solely because he likes what NATE is doing for the industry — he does — but because it is good for business.

“I hope NATE continues to grow. I know they had a very successful year last year. It helps our success. I just love their new Web site. It is much cleaner and easier to use,” Hutchins said. “The manufacturers like Lennox and Carrier have really gotten behind NATE.”

Becoming Certified

To become NATE certified, a technician must pass both a core and specialty exam. NATE exams are multiple-choice, knowledge-based, and test what 80 percent of technicians have an 80 percent chance of encountering once a year.

A passing score is 70 percent — 35 out of 50 questions in a core test and 70 out of 100 on a specialty test.

The core test covers basic math, customer relations, and fundamentals of electricity, heat transfer, and comfort. Specialty tests cover system components, applied knowledge, diagnostics, troubleshooting, and service and installation topics. There are specialty tests for air distribution, air conditioning, heat pumps, gas heating, and oil heating.

NATE certification lasts for five years, after which a technician must recertify to retain his or her certification.

Contractors are impressed with the NATE test, and they factor it into their hiring practices.

“I would really encourage all technicians to take a look at it because it really will help them get a job,” Hutchins said. “If two guys walk in the door, I am going to choose the one that is NATE certified.”

Isaac could not agree more.

“All things being equal, I would absolutely choose the candidate who is NATE-certified,” Isaac said. “The fact that they took the test proves they want to validate what they do. To take the initiative to become NATE certified shows me that you are in this for the long haul.”

Sorg sees NATE certification as only one element a technician should possess when being considered for employment, but one that is well worth having.

“It [being NATE certified] certainly tips the scales, although there would be other qualifications the candidate would need to meet,” Sorg said. “It gives our company a true identity. It also means that we are getting an elite technician who has been tested and trained. It can be something the tech can be real proud of. It is a win for the employer, a win for the employee, and a definite win for the customer.”

To learn more about NATE and find out how to become tested, visit www.natex.org.