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  1. #1
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    Hats off Hedrash and other tech support guys

    Just want to give a shout out to everyone on here that is a part of a manu's tech support team.

    I was trying to help an old co worker from back in my apartment days fix his furnace over the phone. Its not as easy as it sounds...... All the small things that we can see with our eyes that catch our attention are gone, and all they have are the eyes and ears of the tech in front of the unit. From what he was telling me it sounded like a bad blower motor and i walked him through everything I could think of to test. After all that failed, I had him start testing other stuff like power in and what not cause he was getting "odd" readings on his craftsman meter coming from the fan speed taps on the board. After about 45 min of me telling him what to test and waiting to hear the results, we got it. I told him it had to be the board and look it over real good to check for discoloration. Yep front and center, one of the first things I would have noticed. But I couldnt see it.

    So hats off to you tech support guys that have the patience and knowledge to walk people through stuff.

  2. Likes hedrash, lkapigian liked this post
  3. #2
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    There are some new tools available for stuff like this. I believe I read about "smart glasses" in the December or January RSES magazine. These are glasses that have a video camaera and voice ear piece so someone else can see what you see in the field, talk to another tech and even have the capability for vendor manuals & drawing to be displayed. The point was the guy in the field could be supported by someone in another loaction would either had access to documentation or just knew the machine better or just plan see what you are trying to describe. This technology will be implemented everywhere not just HVAC in the future

    Cool tools

  4. #3
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    I like the idea of the smart glasses if it is implemented in the way that we would like to imagine it would be used.

    However, I can easily see how it would be used to put an untrained person in front of the unit at minimum wage wearing the glasses, and having the trained person at a technical center located thousands of miles away walking the untrained person through basic repairs.....which takes the value of trained people in the field and makes them non competitive.

    This is a road that we do not want to go down, because it is exactly what happened in IT.
    [Avatar photo from a Florida training accident. Everyone walked away.]
    2 Tim 3:16-17

    RSES CMS, HVAC Electrical Specialist

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  6. #4
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    Quote Originally Posted by timebuilder View Post
    I like the idea of the smart glasses if it is implemented in the way that we would like to imagine it would be used.

    However, I can easily see how it would be used to put an untrained person in front of the unit at minimum wage wearing the glasses, and having the trained person at a technical center located thousands of miles away walking the untrained person through basic repairs.....which takes the value of trained people in the field and makes them non competitive.

    This is a road that we do not want to go down, because it is exactly what happened in IT.
    "Now you're going to pour the paint thinner into the TXV inlet....."

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  7. #5
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    TB I hear you. Things don't always end up as you hope it would. The article I read talked about 3 or 4 HVAC companies that are implementing these glasses this year. My skepticism is putting a low trained person in the field and or abused by bosses wanting to now whats taking so long (turns into time monitoring thing). At least in my state you need a license even for being an apprentice, and apprentices must work with a journeyman. So at least here you won't have a guy off the street doing the work with a senior tech in the office directing him. But I know licensing techs is not required everywhere.

  8. #6
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    From what I have seen, licensing in our trade outside of journeyman requirements for union members is few and far between.

    There are many many many places where a minimum wage person ....who could speak the same language as the person on the phone....could be sent out to potentially create a fault diagnosis for that piece of equipment at a much lower cost than an experienced person, perhaps one who is even more experienced than the person on the phone with that type of equipment...and it would eliminate the job for that day for that experienced person.

    In addition, the experienced person would then later be tasked with executing a repair diagnosed by someone else....which I can tell you personally is absolutely at the top of my list of the least favorite things to do in this business.
    [Avatar photo from a Florida training accident. Everyone walked away.]
    2 Tim 3:16-17

    RSES CMS, HVAC Electrical Specialist

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  9. #7
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    I have used Facetime with our other tech when he was stumped. It can help.
    Google glasses are still too expensive IMO.
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  10. #8
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    Here is a right to work state and journeyman means you have a minimum of 5 years of training and work experience and pass a written competncy test, with the documentation given to the state to optain a jouneyman card. Then you still must work under a master (Contractor). Master can work on own without any oversight. A Master is someone who has attained Journeyman and has an additional 3 -4 years of documented work experience and has passed a master level compentency test

  11. #9
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    Let's use Philadelphia as an example.

    Philadelphia is one of the most license intense places in the United States. They want everything inspected (at least that's what they say) and only certain people are supposed to be able to do certain kinds of work.

    Now let's set that idea aside for just a moment.... and I will mention to you the number of beat-up old unmarked trucks driven by people who are not United States citizens... much less possessing any sort of license... who are doing at least 10% of the trades work in the city of Philadelphia.... and I can see this only getting worse when aided by technology and an off-site person watching what that person is looking at.
    [Avatar photo from a Florida training accident. Everyone walked away.]
    2 Tim 3:16-17

    RSES CMS, HVAC Electrical Specialist

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  12. #10
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    I understand what you are saying there has always been and will always be someone working under the radar so to speak. But those are mostly individuals, small enterprises 2-3 people. When times get hard the illegals (non-licesed) tend to increase. When I find them I take whatever information I can and turn them in. I have little sympathy most do poor quality work, don't care they do poor quality work, they don't have insurance, or pay taxes etc.... hurts all of us who have tried to follow the rules.

  13. #11
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    Quote Originally Posted by jbhenergy View Post
    Just want to give a shout out to everyone on here that is a part of a manu's tech support team.

    I was trying to help an old co worker from back in my apartment days fix his furnace over the phone. Its not as easy as it sounds...... All the small things that we can see with our eyes that catch our attention are gone, and all they have are the eyes and ears of the tech in front of the unit. From what he was telling me it sounded like a bad blower motor and i walked him through everything I could think of to test. After all that failed, I had him start testing other stuff like power in and what not cause he was getting "odd" readings on his craftsman meter coming from the fan speed taps on the board. After about 45 min of me telling him what to test and waiting to hear the results, we got it. I told him it had to be the board and look it over real good to check for discoloration. Yep front and center, one of the first things I would have noticed. But I couldnt see it.

    So hats off to you tech support guys that have the patience and knowledge to walk people through stuff.
    "Go see it" is the newest innovation. Eats up a Tech's data plan for their phone but I can see what they see.

    Wir kontrollieren Feuer und Eis
    We can control fire & ice.....

  14. #12
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    I appreciate the thanks. There are some technicians that are great to talk to & others that are unbelievable a-holes. I was asking a tech, who had multiple, recurring communication issues, what thermostat wire he ran. He said "it is to spec." I told him, that's not what I asked, is it 18/4, 18/6 or 18/8?? He kept saying "It's to spec!" and getting angrier each time I asked him. I just wanted to know what wire he was using & "It's to spec!" is not an answer. Finally he got frustrated at me asking so he told me "GO F#@K YOURSELF!!" then hung up. All I wanted to know was the wire size & type he used as he had multiple issues. Later I called the district FTC (field technical consultant) so he could inform their company that all their training certs were being pulled unless this certain Tech retook the training & passed a test with at least a 95% average. I just don't understand why he wouldn't give me the simple answer, but my guess was it was because the wiring was wrong & he knew it.

    Wir kontrollieren Feuer und Eis
    We can control fire & ice.....

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  16. #13
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    Quote Originally Posted by timebuilder View Post
    I like the idea of the smart glasses if it is implemented in the way that we would like to imagine it would be used.

    However, I can easily see how it would be used to put an untrained person in front of the unit at minimum wage wearing the glasses, and having the trained person at a technical center located thousands of miles away walking the untrained person through basic repairs.....which takes the value of trained people in the field and makes them non competitive.

    This is a road that we do not want to go down, because it is exactly what happened in IT.
    Can you say "outsourcing"?

    Minimum wage or homeowner, calls and number, maybe even fee based, uses these and no more HVACR tech needed!
    The Food Stamp Program, administered by the U.S. Department of Agriculture, is proud to be distributing the greatest amount of free meals and stamps EVER.
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