Flip the Script — and the Manual: HVAC Training Goes AI

I realize I might sound silly. After all, I am a millennial (or maybe I’m a “zillennial,” since I’m technically on the cusp of Gen Z) who works in media and literally couldn’t do her job without technology or her smartphone. Though I rarely use it, I also have social media. I use my smartphone for its calendar, maps, camera, communication capabilities — basically everything it offers me, and I can figure out how to work. 

So maybe I don’t really hate technology, I just hate what I think it does to people. Or what it can do to them, if they let it. Technology can’t control how it’s utilized, but we can control the way we choose to engage with it.  

Because the truth is, when technology is utilized to make people’s lives easier, it does become a necessity — one that truly, we can’t afford to live without, especially in HVAC.  

Over the last few years, the HVAC industry has rapidly evolved, and technology allows it to keep up with the changes. Contractors can now monitor the performance of equipment from their smartphones. Artificial intelligence (AI) is used to communicate with customers and even to schedule calls. Virtual reality (VR) is used for product demos, visualizing jobsites, and speeding up the preconstruction process.  

These forms of technology have also entered the education sector of the industry, and those who have hopped on board and incorporated technology into their curriculum have seen things like increased retention, enhanced skillsets, and more enjoyment around training.  

Ed-Tech 

When training programs incorporate technology like VR, AI, or smartphones into their curriculum, the training process can be sped up and still result in efficiently trained techs. And unlike what I was talking about earlier, this application doesn’t dumb its users down. By providing immediate answers to questions techs might have during the training process, it actually does the opposite.  

One example of this type of technology being incorporated into today’s HVAC training is HVAC Hero, an AI-powered companion application for HVAC service and install techs. 

“With over one million install and service manuals in our database, HVAC Hero builds a unique AI model based on the manual and our underlying HVAC knowledge base,” said Jerremy Spillman, managing director at HVAC Hero. “This gives every technician instant, spot-on answers from manuals and real-world fixes — no more manual-flipping or guesswork.” 

HVAC Hero is designed to reduce the time technicians spend troubleshooting or solving issues in the field. 

“This allows the HVAC companies to focus on training things like safety, working with new hardware technologies, and methods of repairing equipment, rather than have their techs try and memorize a 200-page Carrier manual,” said Spillman. “HVAC Hero gives techs the entire knowledge base of that particular piece of equipment so they can focus on more generalist training, rather than specific to one model or manufacturer.” 

To incorporate it into a training program of your own, all you need is a smartphone — meaning that from day one of a new technician joining the team, they’ll have access to a deep knowledge of equipment in a way that couldn’t exist without today’s technological advancements.  

“The contractors using HVAC Hero see two big improvements: an increase in the amount of weekly jobs a tech can get to, and a reduction of callbacks,” said Spillman. “This hits everyone in the ecosystem. Techs are more efficient, owners get more revenue, and customers get a faster, more complete fix.” 

Some training programs are also incorporating the use of iPads.  

“The Connected Apprentice is a division of iBusiness Technologies, which provides iPad training systems to skilled trades training centers,” said Steve Metzman, founder and CEO, iBusiness Technologies. “Partnered nationally with Apple, Connected Apprentice helps training centers modernize their instruction and prepare apprentices for digital workplaces. 

Properly deployed MDM (mobile management device) systems ensure that field devices are secure and uniformly loaded without needing Apple IDs, Metzman explained.  

“It provides an org with centralized, standardized control of their mobile assets and also enables over-the-air push of new content and software updates.” 

Getting Started 

Maybe you’re old-school like me and would like to keep your technology use to a minimum. I hate to break it to you, but if you’re not already training your techs with some of today’s technological advancements — you’ve got to, or your company will fall behind. And you can’t just use technology to manage day-to-day operations anymore; it should be in your education methods, too. 

Where to start? 

According to Brynn Cooksey, owner and general manager of Air Doctors Heating and Cooling in Belleville, Michigan, and also the founder of HVAC U, you start small. 

“Purchase one of the proposed products or services and have a senior tech or manager use it,” Cooksey said. “This sets a clear example for the rest of the team. It's also crucial to set specific goals for the use of the product or service. These goals provide a clear direction and help everyone understand the purpose of the implementation. Once you've tested it on a small scale and it's proven effective, it's time to train your team and create a policy that will hold everyone accountable for the success of the new product or service.” 

Metzman said contractors have to standardize their devices under an MDM system and conduct standardized trainings accordingly.   

Challenges 

I won’t lie to you — especially if you’re not technologically inclined, you’re bound to run into a learning curve. 

“Operational technologies evolve quickly,” said Metzman. “Contractors should have a point person who implements leadership’s strategic vision using available technologies.” 

One challenge a contractor might run into is getting buy-in from the actual users in the field.  

“Training them not really on the technology or supplication, but more around the new process. If you get stuck on a call, you no longer have to call the OEM or your service manager, use HVAC Hero. Once that becomes part of the new workflow, the technology no longer seems that new or challenging to integrate.” 

Change is always challenging, but if a contractor can overcome it, their business and techs will be better for it. 

“We ask a lot of our technicians, and sometimes, it is easy to forget steps based on habits, and they may not use a new tool or technology,” said Cooksey. “We understand this challenge and therefore, we reinforce the 'why' of using the product or service. By constantly reminding them of the benefits and the positive impact it can have on their work, we ensure we have buy-in and collaboration from all of the stakeholders in our corporation.” 

Retention 

What if I told you that your technicians would perform better, and might also be more likely to stay with your company, if they were trained using technology? Would you be more inclined to incorporate it into your education then?  

Because that’s the truth. 

“Unquestionably, contractors who leverage technology have higher operational performance,” said Metzman. “Mobile technologies in the field increase staff efficiency and accelerate cash flow through real-time billing.” 

The innovative approach of training with technology, say with something like VR, not only enhances technician skills but also makes the whole process more enjoyable overall.  

HVAC U and Air Doctors use VR training for newer technicians to hone their skills as they prepare for the day. 

“The feedback was great, and the tech viewed the experience as a video game,” said Cooksey. “It’s fulfilling to see their excitement about learning the trade. We have seen a noticeable level of retention. With our training and technology, our techs feel like we have the best training in town. As a result, they have embraced our reputation for being on the cutting edge and now looking for ways to continue that mantra.”