North American Technician Excellence (NATE) has positioned itself as a dynamic partner with HVAC contractors and service technicians. The NEWS recently conducted a contractor study which revealed that 63 percent of respondents use NATE certification as compared to 9 percent who use Refrigeration Service Engineers Society (RSES) and another 9 percent who use HVAC Excellence. Most respondents are aware of multiple certification programs, but more significantly, there are very few respondents who haven’t heard of NATE as compared to RSES, HVAC Excellence, UA Star, and others.

NATE is not only an advantage for service and installation technicians, but it is also an advantage for contractors. The program exemplifies quality, competence, confidence, and other benefits. Several contractors alluded to the fact that NATE is making a great difference in their company. This sets the stage for NATE to be the technicians’ certification entity of choice.

Onward and Upward

There is still work to be done. Twenty-one percent of respondents said that they use no certification at all. Many respondents viewed time, lack of consumer awareness/benefit, lack of employee interest/motivation, and funding and proximity to testing locations as obstacles for not certifying employees. Unfortunately, there are some things that contractors will have to deal with for the time being, like time and proximity.

Consumer awareness and employee motivation, on the other hand, can be addressed directly and efficiently. It is the contractor’s job to motivate employees. Contractors can advertise the programs so that technicians understand the value of added training. They can sponsor local testing, recognize certified technicians as superior techs, and offer incentives. The contractor could also flat out require it of their employees.

In addition to external motivation, internal motivation is extremely important. If technicians are not willing to learn to do a better job, then contractors should question their drive to achieve the best for customers.

HVAC Testifies

“NATE certification is engrained into the culture of our company,” said Greg Goater, director of training for Isaac Heating and Air Conditioning Inc., Rochester, N.Y. The company currently employs 105 technicians, with 46 of them already NATE certified.

The way each company uses NATE varies. Whether large or small, contractors involved with NATE often talk of a changed atmosphere within their business. Not only do they enjoy the program, but they are also proud to be a part of it. Some contractors use the NATE program as a guide for goal setting and daily improvement. The certification process helps contractors and technicians highlight and address strengths and weaknesses. Addressing these weaknesses gives technicians more confidence, contributing to better people skills, fewer callbacks, happier customers, and more revenue generated.

Sam Shaver is the owner of a one-technician company, Samuel H. Shaver LLC, Lakeland, Fla. To him it is not just the NATE certification, but also the extras that NATE offers. “I love the NATE manual because of its simplicity,” said Shaver. “I also like the idea that keeping your certification current requires continued education.

“It’s long overdue that we have a spokesman (NATE) that will make the consumer aware that there is a standard of required training in the HVAC industry.”

“NATE certification is engrained into the culture of our company,” said Greg Goater, director of training for Isaac Heating and Air Conditioning Inc, Rochester, N.Y. The company currently employs 105 technicians, with 46 of them already NATE certified.

“We have a goal of 75 percent NATE certified techs, which is difficult with so many employees,” Goater commented. “We have approximately 30 percent of our workforce in the 1-3 years experience level, and we are constantly developing their skills to achieve full competency.

“Our second year technician is as good as most full mechanics at other companies in the area.” A typical technician at Isaac Heating and Air Conditioning can get through the NATE Core and one specialty by the end of their second year, according to Goater.

“Of the 46 certified techs that we have, they have 223 specialty certifications among them,” he noted. “We have approximately 15 techs that have either a core or specialty exam behind them, but not both so that they are not yet NATE certified. We expect to have those 15 certified in the next 60 days.

“We can keep our costs under control and provide excellent customer service,” said Goater. He once asked a group of technicians in his area why they were taking the NATE test. One technician responded, “My boss is making me so that we have some certified techs, because you guys have so many.”

Scott Robinson, president of Apple Heating & Cooling, Ashtabula, Ohio, boasts 100 percent NATE technician certification of his 16 technicians employed.

“We have been a proponent for many years and have encouraged other contractors to embrace NATE certification.”

Robinson’s company is a NATE test site and he conducts a test day, including proctor, every May at the end of the 12-week Apple University.

“Apple University is 12 weekly classes of two to three hours on a variety of topics,” said Robinson. “We supply the classroom, trainer, A-V equipment, books, handouts, and dinner.” According to Robinson it is very well attended.

Commitment is what makes NATE work. It takes commitment from the contractor and from the technician. As with anything, the more that is put in, the more that comes out. Extra effort on the company’s part helps foster extra effort on the technician side. Together, the contractor and the technician work hard to be a part of NATE, and NATE works hard for them.